Summary
Overview
Work History
Education
Skills
Timeline
Manager

Airal Johnson

Temple,TX

Summary

Objective: Obtain a position as a team-player, in a people-oriented organization where I can maximize my customer-service experience and problem-solving capabilities in a challenging environment to achieve the corporate goal. Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of post-secondary education
5
5
years of professional experience

Work History

Retention Agent

Charter
Austin, Texas
04.2019 - 02.2020
  • Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
  • Documented performance review schedule and monitored management for timely completion.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Adhered to appropriate legal scripting when required.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Optimized customer support by establishing collaborative service environment.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Loan Specialist

First National Bank
04.2017 - 05.2018
  • Maintained current knowledge of credit policies regulations.
  • Verified loan agreements for completion and accuracy.
  • Reviewed applicants' financial status, credit, and property evaluations to determine loan eligibility.
  • Processed, close, present, service and record loan related notes and disbursements etc.
  • Collected credit and varied documents from customer as well as third parties required to support decision of loan approval.
  • Prepared draft of loan presentations and ensure to clear all determined loan exceptions.

Customer Service Representative

Optum Rx
08.2016 - 12.2017
  • Handled 90+ calls daily, with duties including retrieving customer medical data, presenting, and canceling services.
  • Proficiently provided quick, accurate, and satisfactory resolution of customer concerns.
  • Processed payments, and resolve billing, claims and enrollment issues.
  • Maintained a 93% on graded call quality monitors evaluations.
  • Problem solved to help customers resolve issues on first call.
  • Exercised retention efforts when appropriate.
  • Followed up to customer inquiries by taking specific action in under 120 Seconds.

Helper Coordinator

UPS
06.2015 - 03.2016
  • Directed the supportive services departments.
  • Relayed messages or documents between departments.
  • Prepared and reviewed operational reports and schedules to ensure accuracy and efficiency.
  • Analyzed internal processes and implemented policy changes to improve operations.
  • Facilitated 25-30 employees on department material and procedures, with an 82% success rate.
  • Composed reports using one or more sources.

Sales Representative

AT&T
03.2013 - 02.2014
  • Discussed information about products or services with customers via phone or in person.
  • Documented customer interactions or transactions, inquiries or complaints.
  • Reviewed accounts to ensure proper steps were taken for first call resolution.
  • Determined charges for services requested, collected deposits or payments, or arranged for billing.
  • Resolved customers billing complaints.
  • Compare disputed merchandise with original requisitions and information.

Education

Associate of Science - Health And Human Service

Ashford University
03.2018 - Current

High School Diploma -

James A. Shanks High School
08.1997 - 06.2001

Skills

Microsoft Office Suite/ Internet proficient/ Google appsundefined

Timeline

Retention Agent

Charter
04.2019 - 02.2020

Associate of Science - Health And Human Service

Ashford University
03.2018 - Current

Loan Specialist

First National Bank
04.2017 - 05.2018

Customer Service Representative

Optum Rx
08.2016 - 12.2017

Helper Coordinator

UPS
06.2015 - 03.2016

Sales Representative

AT&T
03.2013 - 02.2014

High School Diploma -

James A. Shanks High School
08.1997 - 06.2001

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Airal Johnson