Open to opportunities

Jereca Johnson

@jerecajohnson

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Customer Success and Operations professional focused on SaaS clients.

United States

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What I'm looking for

I seek a remote role in customer success or operations where I can own escalations, improve processes, mentor teammates, and use data-driven reporting to boost customer adoption and retention.

I am a client-focused Customer Success and Operations professional with extensive experience supporting SaaS platforms and enterprise clients in remote environments. I specialize in client communication, escalation ownership, reporting, and process improvement.

I have a proven track record of analyzing trends using SQL and Excel, creating and maintaining documentation, and collaborating cross-functionally to improve customer outcomes and operational efficiency. I explain technical concepts clearly to non-technical users to drive adoption and resolution.

At Cox Automotive I supported dealership clients on vAuto, owned complex escalations, and contributed to reporting and dashboard updates to track performance metrics. Previously, I delivered enterprise technical support at AgreeYa Solutions and was promoted to Supervisor at Concentrix for iTunes Plus based on leadership and reliability.

I am pursuing a Bachelor of Business Administration and continue to refine processes, documentation, and metrics to reduce repeat issues and improve internal workflows. I bring a consistent focus on ownership, mentorship, and measurable improvements to customer success operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

vAuto

Jan 2022 - Present (4 years)

Provided email- and ticket-based support for dealership clients on vAuto SaaS platforms, owned complex escalations with internal product and technical teams, and improved customer adoption through trend analysis and documentation updates.

Customer Success SaaS Platforms Escalation Management SQL Documentation Cross Functional Collaboration

Technical Support Analyst

AgreeYa Solutions

Jan 2022 - Dec 2023 (1 year 11 months)

Delivered enterprise-level technical support across multiple client platforms, owned client cases to resolution, documented workflows, and supported process improvements via data analysis and client feedback.

Technical Support Client Operations Escalation Management SQL Reporting Documentation Process Improvement CRM Tools

Senior Technical Support Advisor

Concentrix

Jan 2019 - Dec 2022 (3 years 11 months)

Provided advanced technical support for iTunes and iTunes Plus, resolved complex billing and software issues, and promoted to Supervisor for demonstrated leadership, mentorship, and quality assurance contributions.

Technical Support Escalation Management Mentorship Quality Assurance Documentation Customer Operations Reporting

Education

Degrees, certifications, and relevant coursework

Atlanta Metropolitan State College

Bachelor of Business Administration, Business Administration

Pursuing a Bachelor of Business Administration at Atlanta Metropolitan State College; coursework focused on business fundamentals and management principles.