Sheila Johnson
Uniontown,OH
Summary
Customer service professional with several years of experience, offering strong communication and organizational skills, effective collaboration abilities. Recognized for meticulous attention to detail and proficiency in call control. Committed to delivering exceptional service and ensuring customer satisfaction. Ready to leverage extensive industry knowledge and dedication to provide top-notch support, enhancing team and organizational success.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Revenue Group
07.2022 - 12.2024
- Contact Insurance agent and carriers to obtain mortgage proof of coverage and confirm mortgagee clause address
- Work from daily spreadsheet
- Outbound calls
- Communicate daily remotely with via Outlook email and Teams.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Met call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Verified client information by analyzing existing evidence on file.
Key Holder Supervisor
Dollar General
09.2024 - 11.2024
- Deposits and balance tills
- Opened inventory boxes and restocked shelves.
- Received and counted money.
- Rotated stock according to dates and protocols.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
- Trained and mentored new employees.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Processed cash, credit, debit, and check payments.
- Accepted and processed customer returns.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
Girl Scouts Troop Leader
Girl Scouts
06.2010 - 01.2024
- Factored-in abilities, needs and interests of participants in development of events and programs.
- Transported and escorted program participants to and from activities and on field trips.
- Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
- Provided feedback and guidance to program participants regarding progress and development.
- Liaised with community organizations to promote recreational activities.
- Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
Lockbox Extractor
KeyBank / Visron Technical
04.2022 - 07.2022
- Open mail and extract paper invoices/checks
- Properly sort non-payment documents for processing
- Accurately batch work and communicate issues to Workflow Coordinator or Supervisor
- Other duties as assigned
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
Customer Service Representative
Kepro
08.2019 - 02.2021
- Assists callers on the Beneficiary Helpline via phone
- Able to work remotely from home
- Determine how to best assist caller either by a service offered by Kepro or by referring them to an external agency and properly enter referral into CMS system
- Provide intake for all appeals received by Kepro
- Foster effective working relationships between Kepro's internal and external customers
- Proficient in customer service guidelines and standards
- Performs other duties as assigned by Customers Service Supervisor
- Medical Terminology
- Excellent verbal communication skills, courteous and patient demeanor, customer oriented and I have the ability to maintain composure under potentially stressful situations
- Good grammar, punctuation, spelling, hyphenation, and written communications skills
- Customer focused, results oriented and capable of building and maintaining relationships with internal and external customer
- Flexible and able to work as a team member and support team decisions
- General knowledge of a PC based computer system
- Knowledge of various software packages with ability to learn additional software packages as needed
- Able to multi-task and to prioritize assignments
- Good organizational skills and able to work independently
- Clerical experience including word processing, various filing systems, and telephone customer service responsibilities
- Experience in a healthcare setting
- Ability to train new hires
- Trained new personnel regarding company operations, policies and services.
Emergency Call Receive Operator
AAA Emergency Road Service
01.2018 - 03.2019
- Respond to emergency road service calls and safety concerns
- Locating the members accurately via mapping systems
- Handles members inquiries and concerns by telephone
- Inform member of products and services offered by AAA, and emergency road service
- Accurately enters all data in the appropriate computer system in accordance with department standards
- Provide legendary customer service and empathy
- Maintain Company policy and procedures
- Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
Verifications Representative
Asurint
10.2016 - 11.2017
- Verification of educational records
- Uphold client satisfaction
- Inbound calls and outbound calls
- Multi - tasking with several computer screens
- Research school and district
- Maintain policies and procedures of company
Verifications Specialist/ Criminal Research Specialist
Sterling Backcheck
07.2013 - 10.2016
- Assist with training of new hires
- Uphold client satisfaction
- Inbound calls
- Multi -tasking with several computer screens
- Outbound calls
- Maintain policies and procedures of company
- Quality Assurance
- Updating document and procedures
- Assist with the interview process of new hires
- Employee's 30 day and 90 day reviews
Education
No Degree - Business Administration And Management
Cuyahoga Community College
Cleveland, OHNo Degree - Computer Programming
Bryant And Stratton College
Cleveland, OHGED -
Golconda Job Corps
Golconda, IL12-1999
Skills
- Complaint resolution
- Account updating
- Member account management
- Customer service
- Store operations
- Team building
- Bank deposits
- Task delegation
- Training and mentoring
- Employee oversight
- Data entry
- Multitasking and organization
- Microsoft Excel
- Reading comprehension
- Computer proficiency
- Time management
- Document control
- Multi-line phone talent
- Grammar
- Problem resolution
- Medical terminology
- 10-key
- Active listening
- Verbal and written communication
- Call center experience
- Microsoft outlook
- Punctuality and reliability
- Email management
- Customer education
- Clerical support
- Paperwork processing
Timeline
Key Holder Supervisor
Dollar General
09.2024 - 11.2024
Customer Service Representative
Revenue Group
07.2022 - 12.2024
Lockbox Extractor
KeyBank / Visron Technical
04.2022 - 07.2022
Customer Service Representative
Kepro
08.2019 - 02.2021
Emergency Call Receive Operator
AAA Emergency Road Service
01.2018 - 03.2019
Verifications Representative
Asurint
10.2016 - 11.2017
Verifications Specialist/ Criminal Research Specialist
Sterling Backcheck
07.2013 - 10.2016
Girl Scouts Troop Leader
Girl Scouts
06.2010 - 01.2024
No Degree - Business Administration And Management
Cuyahoga Community College
No Degree - Computer Programming
Bryant And Stratton College
GED -
Golconda Job Corps
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