Bailey Johnson
@baileyjohnson
Dedicated sales and customer service professional skilled in billing problem solving and de-escalation.
United StatesWhat I'm looking for
I’m a loyal, outgoing, and dedicated people-person who thrives on challenge and enjoys learning new things. In my roles across sales and customer support, I focus on turning complicated customer situations into clear next steps.
Since September 2021, I’ve worked in sales advisory for Liberty Mutual Insurance, taking incoming calls for potential clients. I determine whether Liberty Mutual is a good fit, review partner carriers, and research billing data to find patterns, issues, and opportunities for process improvement. I handle 90% high-risk customers, using customer service skills to de-escalate irate customers and walk them through pricing and billing details.
From October 2017 to September 2021, I served as a Sales Representative for Charter Communications (Spectrum), completing quality assurance audits to ensure compliance with billing procedures and operational processes. I researched and resolved complicated billing and payment issues, while also taking calls from customers about new services, adding services, transferring services, and growing revenue through increased customer adoption.
Earlier experience includes customer service at DS Services and Ally Bank (Sykes Enterprises), where I resolved complaints via phone, email, mail, or social media and handled payment information while keeping customer service standards high. I also worked as a Financial Services Representative at GC Services—coordinating with clients, maintaining confidentiality, administering office activities, and helping clients with financial plans—and briefly supported university webpage creation and data entry.
Experience
Work history, roles, and key accomplishments
Takes incoming calls for potential insurance clients and determines whether Liberty Mutual is a good fit while reviewing partner carriers. Researches billing and payment issues, de-escalates high-stress customers, and explains pricing and billing details.
Sales Representative
Charter Communications for Spectrum
Oct 2017 - Sep 2021 (3 years 11 months)
Took incoming calls from Spectrum customers for new services, adding services, and transfers while selling TV, Internet, home, and cell phone services. Performed quality assurance audits and researched billing and payment issues to find patterns and process improvement opportunities.
Door-to-Door Sales
United Sales
Aug 2017 - Oct 2017 (2 months)
Sold Frontier home services door-to-door, traveling to different leads across Florida to drive sales.
Webpage Creation (Digarc)
Diversified Staffing (Digarc)
May 2017 - Aug 2017 (3 months)
Created webpages for universities through Digarc and performed data entry for those webpages.
Customer Service Representative
DS Services
Jul 2016 - May 2017 (10 months)
Resolved customer complaints by phone, email, mail, or social media while researching billing data to identify patterns, issues, and opportunities for process improvement. Handled high call volumes, processed payments, and coordinated with the customer service manager to ensure proper service delivery.
Customer Service Representative
Ally Bank (Sykes Enterprises)
Oct 2013 - Jul 2016 (2 years 9 months)
Handled customer inquiries by phone, email, mail, or social media, including resolving complaints and collecting payment and account information. Coordinated with the customer service manager and supported high call volumes using computer technology while acting as a gatekeeper and suggesting solutions for malfunctions.
Financial Services Representative
GC Services
Oct 2012 - Oct 2013 (1 year)
Developed customer relationships, resolved client issues, and maintained confidentiality of client information while providing office administration and personal balancing records according to policy. Assisted with sales through cross-selling and referral objectives, analyzed customer requirements, and recommended financial solutions and plans.
Front Office Personnel/Server
Crispers
Feb 2009 - Oct 2012 (3 years 8 months)
Provided front-of-house dining setup and patron service by following sanitation, safety, and alcohol beverage control policies. Took orders, supported food and beverage selection using the menu, and communicated timing and special dietary needs to the bar and kitchen.
Education
Degrees, certifications, and relevant coursework
Polk State College
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration coursework at Polk State College in Lakeland, Florida (still attending).
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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