Andrea Johnson
Humble,TX
Summary
Highly motivated leader with a track record of over five years delivering world-class service across various customer-facing channels, including in-person, telephone, email, and virtual interactions. Known for developing strong collaborative relationships and consistently achieving impressive results. Possesses extensive expertise in banking products and services, client relationship management (CRM) systems and software, ticket management, and handling first point of customer escalations and resolutions. Thrilled to leverage proven skills and enthusiasm to establish excellent and consistent rapport with LSEG clients and supporting teams in the role of a Consumer Experience Analyst.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support and Sales Representative
Asurion
08.2024 - Current
- Responsible for acting as a liaison between customers and the company.
- Provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Served existing customers to review current services, solve immediate concern and expand sales opportunities.
- Identify and assess customers' needs to achieve satisfaction.
- Manage 30-40 incoming calls.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution.
Remote Signing Agent - Virtual
NotaryCam, Inc.
08.2022 - Current
- Assist customers daily, providing specialized items and providing recommendations for custom projects via chat support and email support.
- Achieved and maintained a 97% customer satisfaction survey rating.
- Promoted to the preferred notary team for real estate transactions.
- Network with title companies to build relationships for future opportunities while maintaining current clients.
- Creating an affective system that allows daily tasks to be executed with precision.
- Provided technical support and troubleshooting for customers that reported issues with functionality of company platform.
Client Banking Service Professional - Virtual
Charles Schwab & Co
03.2023 - 08.2024
- Expert subject matter on banking products and services.
- Assisted in deposit accounts, online account management and bill pay,money movement, mobile banking and debit card.
- Outstanding client service skills with the ability to handle approximately 40-60 inbound calls per day while demonstrating empathy and problem-solving skills.
- Active listening skills along with the ability to engage in open-ended dialogue to gain a thorough understanding of the client's financial needs.
- Consistent Quarterly Surveys averaging 95% Customer Satisfaction.
- Dedication to resolving a variety of complex client inquiries both though technology and by working closely with business partners withing Schwab to identify efficient and effective methods to meet client goals.
- Ability to maintain confidentiality and establish rapport with clients over the phone to create long term relationships with Schwab.
- High attention to detail to adhere to extensive bank policies, procedures, and guidelines.
- Driven to learn from dedicated team manager focused on helping to reach clear performance objectives by providing leadership support and on-the-job learning.
- Proven success navigating multiple computer applications.
Community Liaison
You Inside and Out, Inc. 501(c)3
03.2020 - 12.2022
- Responsible for developing and fostering relationships within the surrounding communities, schools, organizations, profit, and other non-profits companies.
- Developed and implemented plans to assist individuals, families, and underserved communities with hygiene awareness, education, support and distribution of products, as community outreach.
- Spearheaded the organization of community events including meetings, events and volunteer initiatives.
- Advocated for awareness and compassion for the hidden, underserved communities.
- Strengthened positive, compassionate, caring public image for the organization.
Mobile Notary Facilitator
RLF Closings, Inc.
05.2018 - 10.2022
- Administered oath to document signers to obtain affirmation of truth.
- Cultivated relationships with the local business community to support the employment objectives of clients and to promote business.
- Effectively trained and onboarded new staff during peak season and off season.
- Created training plans to enhance knowledge and professional level for tenured staff.
- Looked for signs of fraud or coercion and refused notarization.
Skills
- Customer Care
- Issue-Based Problem Solving
- Client Retention
- Cross-Functional Teamwork
- Security Analysis
- Salesforce
- Slack
- Perspective API
Certification
- Loan Signing Certificate
- Notary Certificate
- Gerontology Certificate
- Geriatric Massage Certificate
- University of Houston - Psychology
Hobbies
- Love to saltwater fish in Galveston and surrounding areas. I can catch, clean and cook, lol.
- Enjoy relaxing and doing yoga at home, local parks, and city events.
- Always have a great time with my family playing games like uno, sorry, jenga, heads up and so many others.
Timeline
Customer Support and Sales Representative
Asurion
08.2024 - Current
Client Banking Service Professional - Virtual
Charles Schwab & Co
03.2023 - 08.2024
Remote Signing Agent - Virtual
NotaryCam, Inc.
08.2022 - Current
Community Liaison
You Inside and Out, Inc. 501(c)3
03.2020 - 12.2022
Mobile Notary Facilitator
RLF Closings, Inc.
05.2018 - 10.2022