ANDREA JOHNSON
Pensacola,FL
Summary
Highly motivated and assertive individual with a proven track record of accomplishments in customer service. Demonstrates excellent communication skills through extensive experience in answering multi-line phones, preparing reports, and engaging positively with individuals at all levels. Possesses effective planning and organizational skills, thriving in dynamic environments and adapting quickly to change. Customer-oriented and friendly, with a high level of accuracy and skilled upselling abilities. Accustomed to shift work and known for being a quick learner. Dedicated team player with exceptional communication skills, known for being organized and able to handle multiple tasks efficiently. Proficient in delivering exceptional customer service.
Overview
18
18
years of professional experience
Work History
Delinquency Control Counselor
Navy Federal Credit Union
Pensacola, FL
02.2021 - Current
- Improved client repayment consistency through personalized debt management plans.
- Mitigated potential losses by proactively addressing early signs of delinquency
- Identified root causes of chronic delinquencies through detailed account analysis, developing tailored intervention plans that addressed clients'' unique needs.
- Achieved successful repayment resolutions by negotiating payment arrangements with clients.
- Enhanced customer satisfaction by providing empathetic support and tailored financial advice.
- Collected on delinquent accounts to reduce overdue balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Maintained consistently high success rate of collecting on overdue accounts.
- Identified and contacted customers with overdue accounts to address payment status.
- Documented customer payment interactions and account statuses for future reference.
- Provided comprehensive financial education, empowering clients to make informed decisions about their financial futures.
- Conducted thorough account reviews to identify patterns of delinquency and suggest appropriate actions.
- Negotiated payment plans with customers to prevent accounts from entering collections.
Personal Banker
Regions Bank
Pensacola, FL
06.2017 - 01.2021
- Maximized revenue through improved sales techniques and branch productivity.
- Expanded client base by promoting new financial products.
- Promoted all financial products by maintaining excellent service offering knowledge.
- Established rapport with new clients to increase satisfaction and loyalty.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Built client rapport to ensure consistent satisfaction and loyalty.
- Achieved consistent recognition as top sales performer.
- Assisted customers with setting up or closing accounts, and signing up for new services.
- Created innovative financial solutions to meet customer needs and provide competitive edge.
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Promoted products or services to each customer to consistently achieve sales targets.
cashier/bartender
Delaware North Company
Houston, TX
04.2014 - 07.2016
- Fuddruckers - Bush Intercontinental Airport Greeted guests in a timely and professional manner.
- Waited on multiple customers at the bar and throughout the bar area.
- Received beverage orders from wait staff and delivered beverages to guests.
- Maintained full knowledge of beverage lists and promotions.
- Enthusiastically and appealingly described food and drink specials to guests.
- Carefully followed safety and sanitation policies handling food and beverages.
- Counted cash in register drawer at beginning and end of shift.
- Checked prices for customers and processed items sold by scanning barcodes.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
- Efficiently processed new orders, completing 100+ daily transactions with remarkable accuracy.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
Gate Agent
Alaska Airlines
Houston, TX
01.2014 - 06.2016
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Escorted handicapped passengers from terminal to aircraft.
- Oversaw ticketing, gate and ramp services.
- Managed team member schedules and work assignments.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Crew
Mc Donalds
Houston, TX
02.2013 - 03.2014
- Promptly and empathetically handled guest concerns and complaints.
- Operated the drive-through window and sales register quickly and efficiently.
- Pleasantly and courteously interacted with customers.
- Handled currency and credit transactions quickly and accurately.
- Closely followed protocols for emergency situations, maintaining calmness and efficiency.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Answered questions about store policies and concerns to support positive customer experiences.
- Reviewed weekly sales circulars and monitored price changes.
- Collaborated with team members to complete efficient work and bring in top hauls.
- Changed and sanitized all cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Ordered and received products and supplies to stock kitchen areas.
Cashier
Walmart
Pensacola, FL
03.2012 - 12.2012
- Operated a cash register for cash, check and credit card transactions with accuracy.
- Stocked and replenished merchandise according to store merchandising layouts.
- Cleaned and organized the store, including the checkout desk and displays.
- Welcomed customers into the store and helped them locate items.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Counted cash in register drawer at beginning and end of shift.
- Assisted customers by answering questions and fulfilling requests.
Crew Trainer
McDonalds
Perdido Key, FL
01.2010 - 12.2012
- Prepped items for later use to save staff time during busy hours.
- Cooked and packaged large batches of food that were prepared to order or kept hot until needed.
- Diligently restocked work stations and display cases.
- Communicated openly and honestly with the management team during each shift to ensure it ran smoothly.
- Performed all position responsibilities accurately and in a timely manner.
- Strictly followed all cash, security, inventory and labor policies and procedures.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Maintained current knowledge of all team position requirements.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Mentored junior employees to improve performance, food safety and customer service.
- Created and deployed successful strategies to boost performance, streamline processes and increase efficiency in different areas.
- Greeted all customers with smile and provided friendly service to professionally handle every need.
- Trained other employees in customer service, food safety and performance requirements.
- Sent order information to kitchen using computer system and giving verbal instructions about customers' special requests and needs to other staff.
- Coordinated with Cashiers to gather and review order information for accurate order completion.
- Identified inefficiencies leading to improved productivity.
Customer Service Represenative
West Corporations
Pensacola, FL
06.2009 - 12.2009
- Answered an average of [100] calls per day by addressing customer inquiries, solving problems and providing new product information.
- Described product to customers and accurately explained details and care of merchandise.
- Politely assisted customers in person and via telephone.
- Provided an elevated customer experience to generate a loyal clientèle.
- Educated customers on promotions to enhance sales.
- Regularly exceeded daily sales and product add-on quotas.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Teacher Assistant
Bellview Elementary
Pensacola, FL
08.2007 - 08.2009
- Promoted good behavior by using the positive reinforcement method.
- Promoted language development skills through reading and storytelling.
- Assisted the lead teacher with snack time, arts and crafts and putting the children down for naps.
- Organized small groups of children while transitioning to and from outdoor play.
- Engaged with children individually to meet their emotional and physical needs.
- Sparked imagination by helping children discover new things each day.
- Organized classroom materials to help teachers prepare for daily instruction and activities.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Took attendance, graded assignments and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, objectives and philosophies.
- Supported student learning objectives through personalized and small group assistance.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Distributed learning materials such as worksheets, textbooks and supplemental activities.
Crew, Mc Donalds
Pensacola, FL
10.2006 - 10.2008
- Promptly and empathetically handled guest concerns and complaints.
- Greeted customers and provided excellent customer service.
- Operated the drive-through window and sales register quickly and efficiently.
- Pleasantly and courteously interacted with customers.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Cross-trained and coordinated scheduling with team members to ensure seamless service.
Education
High School Diploma - undefined
Pine Forest High School
Pensacola, FL2008
Skills
- Customer relations
- Customer satisfaction
- Financial services
- Advance Researching Skills
- Banking Policies and Procedures
- Attention to Detail
- Decision-Making
- Time Management
- Multitasking
- Adaptability and Flexibility
- Regulatory Compliance
- Negotiation expertise
References
Tykeria Walker (205) 997-4311
Cindy Jernigan (850) 361-6269
Shamyra Davis (443) 718-1680
Timeline
Delinquency Control Counselor
Navy Federal Credit Union
02.2021 - Current
Personal Banker
Regions Bank
06.2017 - 01.2021
cashier/bartender
Delaware North Company
04.2014 - 07.2016
Gate Agent
Alaska Airlines
01.2014 - 06.2016
Crew
Mc Donalds
02.2013 - 03.2014
Cashier
Walmart
03.2012 - 12.2012
Crew Trainer
McDonalds
01.2010 - 12.2012
Customer Service Represenative
West Corporations
06.2009 - 12.2009
Teacher Assistant
Bellview Elementary
08.2007 - 08.2009
Crew, Mc Donalds
10.2006 - 10.2008
High School Diploma - undefined
Pine Forest High School