Chantol Johnson

CHANTOL JOHNSON Experienced Remote Customer Support & Sales Support | Account Management Specialist E - - q https://www.linkedin.com/in/chantol-johnson-1bb7b7259  Kingston, Jamaica EXPERIENCE SUMMARY Associate Account Manager Experienced Customer Service and Account Management Specialist with over 8 years of success in high-volume call center environments, supporting major brands like AT&T, Microsoft Xbox, Cox Communications, and Airbnb. Proven track record of handling 100–150 inbound and outbound calls daily, resolving billing, technical, and service-related issues with professionalism and accuracy. Skilled in upselling, account optimization, and client relationship management. Adept at using CRM platforms, troubleshooting tools, and remote systems to deliver seamless customer experiences and meet performance targets in fast-paced, remote work settings. Sutherland 09/2020 - 02/2025 Remote • Managed a portfolio of Airbnb hosts by providing dedicated support to optimize listings, drive bookings, and boost revenue. • Made outbound calls to onboard new hosts, conduct account reviews, and share performance insights and growth strategies. • Advised hosts on pricing, promotions, and listing quality to enhance visibility and guest experience. • Resolved account-related issues including payout delays, reservation disputes, and policy questions. • Collaborated with internal teams (Trust & Safety, Customer Experience) to escalate and resolve complex concerns. • Tracked account performance, maintained accurate CRM records, and followed up to ensure resolution and satisfaction Customer Support Representative Sutherland 02/2019 - 07/2020 Microsoft Office Suite Remote • Handled 100+ inbound customer calls daily, delivering support for cable, internet, and phone services. • Assisted with billing inquiries, service activations, cancellations, and troubleshooting technical issues. • Processed payments, plan changes, equipment returns, and account adjustments accurately. • Guided customers through self-service tools and educated them on product features and upgrades. • Resolved service disruptions and escalated complex issues to appropriate departments when needed. • Used CRM and internal tools to log interactions, update account information, and follow up on unresolved issues. Accounts & Billing Specialist Sutherland 05/2017 - 06/2018 On-Site • Handled up to 150 inbound calls daily, resolving account and billing inquiries for Xbox users. • Assisted customers with subscription issues, payment failures, refunds, and charge disputes. • Provided step-by-step guidance on updating billing methods and managing Microsoft account settings. • Investigated unauthorized charges and processed appropriate escalations for account security concerns. • Collaborated with internal departments to resolve complex account-related issues efficiently. • Educated users on Xbox services, subscriptions (Game Pass, Live Gold), and digital purchases. Sales Support Representative Sutherland 01/2016 - 12/2016 SKILLS On-Site • Managed up to 150 inbound and outbound calls daily in a fast-paced sales environment. • Promoted and sold AT&T wireless, internet, and television packages based on customer needs. • Educated customers on the benefits of new products, upgrades, and promotional offers. • Met and exceeded daily, weekly, and monthly sales targets consistently. • Handled billing inquiries, service modifications, and account updates to ensure customer satisfaction. • Used CRM tools to track interactions, manage leads, and document customer information accurately. Customer Relationship Management Account & Billing Support Upselling Technical Troubleshooting Salesforce Remote Customer Support Data Entry & Accuracy Client Onboarding & Retention Reservation & Order Processing Conflict Resolution Cross-Selling Techniques Inbound Call Handling Outbound Call Handling EXPERIENCE Customer Service Representative Alorica IT Solutions 05/2014 - 10/2015 On-Site • Handled over 100 inbound calls daily, providing prompt and professional assistance to customers. • Entered and updated car rental reservations in the system accurately. • Modified and extended existing rental agreements based on customer requests. • Promoted and presented television service offers to upsell and enhance customer experience. • Checked availability and processed reservations efficiently, ensuring customer satisfaction. EDUCATION High School Diploma Belleville high School 2004 - 2009 Jamaica CERTIFICATION Customer Service Training Certificate in Self Motivation