Victoria Johnson

- VICTORIA JOHNSON - CUSTOMER SERVICE REPRESENTATIVE PROFESSIONAL SUMMARY SKILLS Active Listening Clear Communication Empathy Positive Attitude Problem-Solving Objection Handling Conflict Resolution Upselling/Cross-selling Objection handling Product Knowledge Persuasion skill Time management EDUCATION Heritage Polytechnic Eket Higher National Diploma | 2023 Driven and reliable customer service expert with 4 years proven experience in cold calling, inbound and outbound customer interactions. Exceptional at objection handling, clarifying concerns, upselling & cross-selling and offering effective solutions. Communicates confidently and professionally to foster trust, loyalty, and satisfaction, helping businesses retain clients and enhance their service reputation. PROFESSIONAL EXPERIENCE Cold Caller Lawcover Insurance (Australia) | Apr 2024 - Jun 2025 Initiated calls to legal professionals, law firms, and potential clients to introduce Lawcover’s professional indemnity insurance products. Reached out to both warm and cold leads sourced from legal directories, internal databases, and industry events. Presented the benefits of Lawcover’s coverage for solicitors, including risk management support and claim protection. Explained policy features such as retroactive cover, run-off protection, and flexible premium plans. Customer Service Representative Knight Leads Market Ltd | Dec 2022 - Mar 2024 CERTIFICATIONS Effective Communication Skills For Online Customer Service. Knowledge And Skills To Provide Excellent Customer Service Assisted clients in setting up, modifying, and reviewing their lead generation campaigns. Ensured client preferences, target audience specifications, and campaign goals were accurately documented and communicated. Addressed concerns about lead quality, delivery delays, technical issues, or billing errors. Coordinated with internal departments (sales, tech, and operations) to resolve problems quickly and professionally. Provided clients with updates on campaign progress, lead conversion stats, and feedback. Customer Support Representative Shoprite | Feb 2021 - Nov 2022 ADDITIONAL SKILLS Zoho CRM Plus, Google sheet, Salesforce Essentials, Google presentation, Hubspots, Nimble. Operated the front-desk support counter to manage returns, exchanges, voucher redemptions, and lost-and-found services. Issued refund receipts, store credits, and documented all returned merchandise for inventory adjustment. Collected and recorded feedback on product experience and service quality to help improve customer service delivery. Followed up with customers after issue resolution to ensure satisfaction and promote repeat patronage. Helped prepare incident reports and summaries for weekly team reviews.