Ticess Johnson

Dedicated, results-driven client specialist with 15 years of experience delivering exceptional customer support, conflict resolution, and operational leadership. Proven track record in high-volume environments managing client accounts, de-escalating inquiries with empathy, and driving retention. Adept at managing administrative workflows, executing sales initiatives, and coordinating maintenance dispatch to foster vibrant community relationships and maximize occupancy.

Operations & Client Coordinator at Zero Waste Spa (2026-01 – 2026-09)

• Coordinate complex calendar schedules and delegate time-sensitive tasks among service technicians, ensuring maximum daily efficiency and prompt service delivery.
• Answer high-volume inbound calls and digital inquiries, providing detailed information on services and booking to optimize customer acquisition and retention.
• Serve as the primary backup for management, handling complex client escalations, resolving operational bottlenecks, and maintaining oversight of daily workflows.
• Maintain accurate digital client files, manage scheduling databases, and ensure cross-departmental communication runs smoothly in a fast-paced environment.

Customer Service Representative at Alorica (2025-04 – 2026-01)

• Manage high-volume inquiries (averaging 60+ daily) via phone and email, ensuring prompt, accurate, and professional communication regarding account status and service requests.
• Resolve complex and escalated resident/client complaints with empathy and professionalism, reducing repeat issues by 30%.
• Train and mentor incoming team members on organizational workflows, database management, and service delivery best practices.

Client Support Specialist at Paramount Staffing (2024-06 – 2025-04)

• Processed accurate customer accounts, administrative transactions, and financial inquiries efficiently to ensure a seamless experience.
• Recognized as 'Employee of the Month' twice for consistently exceeding first-contact resolution metrics and performance goals.
• Supported community sales and outreach initiatives by effectively communicating property features, contributing to a 15% increase in conversion rates.

Licensed Esthetician in Esthetics – Blue Cliff College (2020-11 – 2021-04)