April Johnson
La Marque,TX
Summary
Highly motivated professional seeking a position as a Leave Specialist at Sparrow. Proven track record of proactively providing team support and guidance. Regularly leads team meetings, executes project presentations, and implements team resources. Eager to apply strong leadership, expert multitasking, effective communication, and problem-solving skills to support peers and Sparrow team members. Proven ability to develop and implement effective intervention strategies, lead, and mentor a diverse team, and provide high-quality support in high-pressure situations. Adept at program development, conflict resolution, and maintaining composure under stress.
Overview
6
6
years of professional experience
Work History
Digital Engagement Specialist
Percepta
08.2021 - Current
- Provide active support in real-time chats, collaborating with users to resolve their concerns effectively
- Keep up to date with vehicle accounts, subscriptions, products, and services to ensure accurate information is provided
- Proficient in providing support for system troubleshooting
- Generate cases and escalate issues to relevant teams
- Act as primary contact for department inquiries and coordination. Managing approximately 150 internal inquiries per month.
Customer Service Representative - Contractor
VXI
05.2020 - 11.2020
- Interacted via phone and email to address concerns and provide support
- Processed replacements for state benefit cards
- Shared information about program benefits and state-specific guidelines
- Guided customers through document replacement process
- Checked account balances and program status
- Addressed problems or delays in benefit delivery and helping clients understand and appeal decisions
- Explained eligibility requirements, application processes, and types of benefits available
- Tracked status of applications and ensured clients received approved benefits
- Recorded relevant information and updated customer records accurately
- Managed and resolved approximately 40 customer complaints each day.
Security Agent
Occidental Petroleum
01.2019 - 05.2020
- Managed issuance of badges for employees, contractors, and visitors, and assign appropriate security clearances
- Used company programs and software to complete daily tasks and generate reports
- Oversaw surveillance of Oxy locations throughout Texas
- Performed regular audits to ensure employee records are current and accurate, averaging approximately 80 records each month.
- Provided secure transportation for employees from Occidental aircraft to on-side location
- Served as assistant to department supervisor
Education
Associate of Applied Science - Criminal Justice
Midland College
Midland, TX05.2016
Skills
- Strong Communication Skills
- Excellent Active Listening Skills
- Empathetic and Approachable
- Expert Multitasker
- Confidently Navigate Internal Systems and Processes
- Adaptability and Time Management
Accomplishments
- Formally recognized as a top performer within the company on three separate occasions.
- Consistently awarded for maintaining a position in the top 5% of my department.
- Promoted to the role of Point of Contact due to exceptional performance, consistently exceeding goals, and demonstrating strong problem-solving skills and leadership capabilities.
Communication Skills
While leading peer-to-peer or shadowing sessions, I monitor agent chats to ensure adherence to quality assurance requirements and departmental standards. This enables me to offer real-time feedback on customer interactions and provide guidance on optimal handling strategies. Through my work experience, I have developed strong communication skills, consistently aiming to deliver clear and precise information. I also take pride in my ability to listen effectively, which I believe is essential for successful communication.
Leadership Experience
I currently serve as a designated Point of Contact for the Digital Engagement team, providing additional support to agents by offering resources and guidance as they assist customers through chat interactions. I lead peer-to-peer sessions, delivering feedback to agents seeking to enhance their skills or take on additional responsibilities. Additionally, I handle special projects beyond my standard duties, including leading weekly presentations on work burnout and mental health. In these presentations, I cover how to identify key signs of mental health issues, share coping strategies, and outline available resources. Consistently participate in department Knowledge Base meetings to evaluate internal resources and procedures, identify effective processes and areas needing improvement, and recommend changes to facilitate these improvements. Designed monthly incentive flyers for the Digital Engagement team, which consistently communicated departmental requirements and outlined the incentives available for meeting those criteria.
References
- Krystal Stephens, 830-201-2336
- Joanna Cline, 903-880-3088
- Elizabeth Cavallaro, 772-646-5836
Timeline
Digital Engagement Specialist
Percepta
08.2021 - Current
Customer Service Representative - Contractor
VXI
05.2020 - 11.2020
Security Agent
Occidental Petroleum
01.2019 - 05.2020
Associate of Applied Science - Criminal Justice
Midland College
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