Vanika Johnson-Trimble
Customer Success Specialist
Dallas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
Work History
English Teacher
Cambly Inc
Atlanta
02.2021 - Current
- Conducting activities and lessons based on ESL teaching methodologies
- Encouraging and engaging students to speak in English
- Motivating students and using humor to induce pleasant learning environment
- Maximizing students' talk time through oral tests and presentations
- Displaying excellent classroom management
- Keeping accurate records of student performance
- Maintaining standardized guidelines
- Managed over 10 students per day.
- Helped students develop important learning skills and good study habits useful in trade school or college education
- Planned coursework to introduce students to important literature
- Administered assessments and standardized tests to evaluate student progress
- Prepared and implemented lesson plans covering required course topics.
Email Support Representative
Williams-Sonoma
Dallas
04.2019 - 04.2021
- Managed over 80 emails per day
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Overcame objections and negotiated payments and helped customers regain or retain current account status.
- Built trusting relationships with clients through open and honest communication.
- Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension.
- Kept accurate records of customer support interactions using defined methods and tools.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Up sold products and services to increase company revenue 30% beyond targets.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Professional Driver
Uber & Lyft
Atlanta
12.2016 - 02.2021
- Provide Riders with quality customer service by confirming correct rider at time of pick up
- Verified destination before proceeding forth, and providing comfort and safe trip to their destination.
- Cleaned and provided maintenance for vehicle while also assessing proper vehicle checks for damages after each shift.
- Managed over 20 pickups per day.
Oral Surgical Assistant
Lyle Zuck M.D
Lawrenceville
02.2018 - 04.2020
- Assisted during various procedure including composite and amalgam restorations, root canal, temporary crowns, radio graphs, instrument sterilization, patient records, extractions, implants, veneers, teeth whitening, oral cancer screenings, and denture seating.
- Developed and implemented performance improvement strategies and plans to promote continuous improvements.
- Handled 5 patients procedures per day to address patient inquiries and concerns.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Demonstrated respect, friendliness and willingness to help wherever needed
- Educated patients by giving oral hygiene, plaque control and postoperative instructions
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties
- Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads
- Prepared rooms for patient treatment by cleaning and sterilizing tools and equipment and setting up x-ray machines
- Explained treatment procedures and instructed patients on home care guidelines
- Helped dentists restore teeth by applying permanent and temporary fillings and crowns
SECURITY OFFICER
Walden Security
Lawrenceville
03.2017 - 04.2019
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Oversaw daily monitoring and patrolled buildings, grounds and work sites.
- Conducted regular patrols of key areas to spot and control security concerns.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Regulated vehicle and pedestrian traffic onto building grounds.
- Inspected suspicious activities and monitored premises for criminal acts and rule infractions.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Patrolled and monitored premises in company vehicle, and by foot.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
- Checked and verified photo identification prior to granting facility access.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Secured over 100 homes in community as well as guard house.
Team Leader
Einstein Bagels Bros
Alpharetta
10.2014 - 03.2017
- Lead, monitor, and supervise team of employees to achieve goals that contribute to business growth.
- Provide Motivation and inspiration to team members by creating environments that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
- Led team of 8 members while providing exceptional customer service.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Assisted with new hire processing and existing training programs.
Customer Representative
Global Response
Tamarac
06.2013 - 10.2014
- Resolved concerns with products or services to help with retention and drive sales
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships
- Researched issues through identification of similar past problems and recommended most appropriate solution
- Documented and detailed calls and complaints using call center's CRM database
- Attended telephone skills and program information training sessions to boost aptitude
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Detailed payment options and explained price, receipt and billing details to customers
- Responded to customer calls and emails to answer questions about products and services
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Process 50+ invoices each week and emailed documentation to clients.
- Collected customer information and analyzed customer needs to recommend potential products or services
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
COMMUNITY LIVING SUPPORT, Home Advisor
CHANAN FOUNDATION
Douglasville
12.2006 - 05.2011
- Provided assistance with daily living skills needed it to conduct life functionally for those individuals with mental and or physical capabilities.
- Acted as resource for field staff, referral sources, physicians, patients and families for clinical issues and concerns.
- Guided staff in documentation processes required for clinical outcomes.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Administered medication as directed by physician.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Developed rapport to create safe and trusting environment for care.
- Monitored progress and documented patient health status changes to keep care team updated.
- Built and established new bushiness opportunities and managed more than 12 existing clients.
- Reviewed and executed confidential documents, contracts and disclosures
- Completed regular check-ins and progress report for each client
Education
Associate - Dental Assisting
Gwinnett Technical College
01.2016 - 04.2018
Diploma - undefined
Douglas County High School
01.2004 - 01.2006
Skills
Complaint resolution
Administrative support
Service standard compliance
Technical Support
Account management
Strategic sales knowledge
Money handling abilities
Professional telephone demeanor
CRM
Creative problem solving
POS systems expert
Customer Relations
Excellent written and oral communication
Sales expertise
International sales support
Certification
TESOL Certification
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Timeline
Full-Stack Web Development
10-2022
TESOL Certification
02-2021
English Teacher
Cambly Inc
02.2021 - Current
Email Support Representative
Williams-Sonoma
04.2019 - 04.2021
Oral Surgical Assistant
Lyle Zuck M.D
02.2018 - 04.2020
SECURITY OFFICER
Walden Security
03.2017 - 04.2019
Professional Driver
Uber & Lyft
12.2016 - 02.2021
Associate - Dental Assisting
Gwinnett Technical College
01.2016 - 04.2018
Team Leader
Einstein Bagels Bros
10.2014 - 03.2017
Customer Representative
Global Response
06.2013 - 10.2014
COMMUNITY LIVING SUPPORT, Home Advisor
CHANAN FOUNDATION
12.2006 - 05.2011
Diploma - undefined
Douglas County High School
01.2004 - 01.2006