Jermel Johnson

JERMEL JOHNSON-| - | Atlanta, GA PROFESSIONAL SUMMARY Energetic and solution-oriented customer support specialist with over 3 years over of experience providing Tier 1 technical and account-related support via live chat, email, and phone. Known for delivering exceptional service with a calm, clear, and open minded communication style. Adept at resolving issues quickly, assisting users with onboarding, and collaborating functionally to improve user experience. Skilled in managing support for web and mobile apps, troubleshooting transactions, and supporting highvolume chat queues. Brings flexible, proactive mindset and thrives in fast-paced, team-oriented environments. SKILLS Microsoft Office & Google Workspace Account & Onboarding Assistance Web & Mobile App Troubleshooting Customer Education & Product Guidance Data Entry & Documentation (35+ WPM) Live Chat & Email Support (Intercom, Zendesk, SaaS) Technical Troubleshooting & Problem Resolution Flexibility and Adaptability in Fast-Paced Environments CRM & Ticketing Systems Team Collaboration Fast Learner & Tech Savvy Computer Literacy Customer Service (Phone, Email, Chat) Communication Skills (Verbal & Written) Remote Work Tools & Environments Sports/Fantasy App Familiarity WORK HISTORY Customer Experience Specialist | Apple (Conduent Contract) Dec 2023 - March 2025 Provided Tier 1 support via phone and chat for Apple device users, addressing account setup , app functionality, and technical troubleshooting. Delivered empathetic, transparent service, creating trust with users by actively listening and clearly explaining solutions. Resolved high volumes of daily inquiries with precision and urgency, often exceeding productivity and quality benchmarks. Collaborated with internal teams to escalate unresolved issues and improve user resources. Assisted new users through onboarding steps and product adoption, helping them navigate iOS features and account syncing. Live Chat Support Specialist | Turo Jan 2020 - Nov 2023 Delivered live chat and email support for a fast-growing peer-to-peer car-sharing platform, helping users with account creation, booking issues, and policy questions. Provided quick, user-friendly technical support for both mobile and desktop platforms. Used a customer-first approach to troubleshoot financial transactions, error messages, and platform navigation. Maintained accurate case notes and documented user trends to help the product and support teams improve tools. Known for clear, concise written communication, even during high-chat-volume shifts Customer Service Associate | Dollar General April 2017 – Feb 2025 Delivered outstanding in-person customer service, assisting customers with purchases, returns, and questions. Maintained a positive and proactive attitude during peak hours, adapting quickly to changing needs. Balanced multitasking between customer interactions and backend inventory and transaction processes. EDUCATION Georgia State University Associate’s degree