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Erica Johnson
erica.johnson@email.com | (512) 555-0193 | Seattle, WA,
Profile
Experienced and goal-oriented customer service manager with 7 years of experience leading service teams in high-volume environments. Proven ability to improve customer satisfaction scores, train cross-functional teams, and implement service solutions. Passionate about creating a positive, data-driven customer experience.
Work Experience
03/2021 - present, Customer Service Manager, REI (Recreational Equipment Inc.), Seattle, WA
- Managed a team of 15 representatives across phone and live chat support.
- Increased customer satisfaction (CSAT) score by 22% in 12 months.
- Created weekly performance dashboards and coached underperforming staff.
08/2018 - 02/2021, Senior Customer Support Specialist, T-Mobile US, Bellevue, WA
- Handled escalated customer cases and coordinated solutions across departments.
- Assisted in training 20+ new hires on systems and service protocols.
- Recognized as “Customer Champion” for outstanding service in 2019.
01/2016 - 07/2018, Customer Service Representative, Nordstrom, Seattle, WA
- Resolved over 50 daily customer inquiries across multiple channels.
- Consistently exceeded KPIs for call resolution and customer satisfaction.
- Helped pilot a new CRM system rollout with IT and training teams.
Education
- 01/2015, B.S. in Communication Studies, University of Washington, Seattle, WA
Skills
- Team Leadership & Training
- Customer Retention Strategies
- Zendesk
- Salesforce
- HubSpot
- Performance Metrics & Reporting
- Conflict Resolution
- Omnichannel Support (Phone
- Chat
- Social Media)
- Bilingual: English & Spanish
