Kimberly Johnson

Dedicated and patient Customer Service Representative with over 5 years of experience in technical support and online assistance. Proven ability to exceed customer satisfaction expectations through accurate troubleshooting, clear communication, and effective de-escalation strategies. Skilled in remote support tools, problem resolution, and maintaining high accuracy in fast-paced environments.

Eager to leverage strong communication and analytical skills to deliver exceptional service and contribute to team success.

Apple Tier 2 Technical Support Representative - Kelly Services - Remote

(2021-01)

• Provided patient, solution-focused support, consistently exceeding customer satisfaction expectations by resolving technical inquiries.
• Delivered accurate troubleshooting guidance through comprehensive product knowledge and clear communication techniques.
• De-escalated frustrated customers and restored confidence by applying calm, step-by-step resolution strategies.
• Maintained high accuracy and professionalism while managing fast-paced, high-volume support queues.

Apple Tier 2 Technical Support Representative - Transom Worldwide - Remote

(2018-01 - 2021-01)

• Resolved a diverse range of technical issues, thereby improving customer outcomes and operational efficiency.
• Applied analytical skills to identify root causes of complex problems and implement effective solutions.
• Demonstrated consistent friendliness, respect, and teamwork within a remote work environment.
• Sustained high levels of quality and accuracy while managing substantial volumes of customer inquiries.

Online Customer Support - TurboTax - Remote

(2018-01 - 2021-01)

• Provided empathetic and clear support for customers navigating time-sensitive tax concerns.
• Adapted quickly to new tools, software updates, and evolving policy changes to ensure accurate assistance.
• Delivered precise written and verbal communication to build and maintain customer confidence.
• Met performance goals through strong collaboration with team members and independent problem-solving initiatives.