1. KATRINA E. JOHNSON
7158 Vivian St.
Taylor, MI 48180
Phone: 313-949-2832 (cell)
Dedicated and technically skilled business professional with a versatile administrative support skill set
developed through experience as an office manager and customer service representative wishes to
obtain an entry-level or higher management position in which my current skills and education can be
utilized for the success of my company and I can advance due to hard work & merit.
CERTIFICATIONS & KEY COMPETENCIES:
• Management trained
• Extensively trained and experienced as a professional customer service specialist
• Experienced Travel Coordinator for incoming guests arranging flights,
hotel and transportation accommodations
• Computer literate in MS Outlook, MS Word, Excel, PowerPoint and Visio
• Proficient in managing a 25 line switchboard, efficiently routing calls etc.
as well as 10 key applications
•Skilled in Accounts Payable / Receivable
• Thoroughly skilled in providing excellent customer service
• Possess driver’s license with excellent Secretary of State history / own transportation
• Clean criminal background / Possess passport / Able to obtain any security clearance
Bachelor of Business / Major: Business Administration & Management
Lutheran High School East
Harper Woods, MI
High School diploma / Major: College Prep
2. PROFESSIONAL HISTORY:
Technology Solutions LLC 02/2012 – present
Customer Service / Dispatch
Office Manager- Responded to all incoming service requests and employee reports while delegating
these requests to engineers according to company policy. Maintained all new-hire data, performance
standards as well as analyzing jobs to determine responsibilities for use in wage & salary adjustments,
promotions and evaluation of workflow. Responsible for creating new service orders and following up
requests to completion. Opened trouble tickets with outside carriers and vendors as needed. Submitted
more complex issues to assigned Tier II technician. Assisted & coordinated basic office functions such
as; shipping, inventory, equipment returns, etc. Compiled and submitted weekly reports of engineer
Aerotek / Crain Communications Inc. 01/2011 – 02/2012
Customer Service / Data Entry
Handled in-bound calls regarding new accounts, subscriptions, payments, account status, etc.
Trouble-shot web site issues such as email, re-setting of passwords, Cheetah mail reset updates, etc.
Allied Waste 10/2006 - 04/2009
Supervisor / Customer Service Representative
Customer Service Supervisor of 20 employees. Conducted monthly reviews of Customer Service
Representative’s individual performances and improvements, providing counseling
& training as necessary. Personally handled between 50-90 in-bound calls daily.
Broder Brothers 04/2005 - 10/2006
Customer Service Representative
Assisted customers in the Claims & Returns Dept. and resolved any concerns customers were
Experiencing while also maintaining my daily call volume as required by company standards.
Metro One Telecommunications 02/2003 - 04/2005
Directory Assistance Operator
Proficient in operating within a high-volume call center managing 600 to 900 in-bound calls
per day. Involved in the updating of the company’s computer base improving customer service
as well as researching and resolving customer complaints. Maintained & exceeded company
standards on a daily basis.
Qualex - Eastman Kodak Corp. 06/1996 - 06/2005
Clerical Support / Receptionist/ Supervisor
Managed all Customer Service Representatives & monitored incoming customer service calls, requests
and complaints while modeling a professional and courteous attitude when communicating with angry
customers for training purposes. As clerical and team support for five supervisors, managed daily
schedules, reports and all aspects of correspondence between management and supervisors. Proficient
3. in answering calls on a 25-line switchboard, efficiently routing calls as needed. Functioned also as the
Travel Coordinator for incoming guests, arranging flights, hotel and transportation accommodations.