Benida Johnson
Lusby,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service 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
26
26
years of professional experience
Work History
Installation/Billing Coordinator
SMO Energy A Division Of Griffith Energy Services
Prince Frederick, MD
12.2016 - Current
- Documented calls according to company policies for use in performance measurement and business progress tracking.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Answered live online chats to give quick answers and solve problems faster.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Responded to website and email inquiries within 24 hours to maintain customer satisfaction and generate positive reviews
- Managed office activities by maintaining communication between clients, tracking records, and filing all documents.
- Interacted with customers by phone, email, or in-person to provide information.
- Created and implemented secure filing systems for sensitive employee and client documents.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Provided clerical support, addressing routine, and special requirements.
- Routed correspondence to facilitate timely communication between team members, customers and vendors.
- Cultivated client and vendor loyalty by proactively reaching out with follow-ups and status updates.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Entered details into accounts and tracked payments.
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Organized accounts for financial audits and supported audit process.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Reviewed and reconciled customer accounts to manage accuracy of payments.
- Worked with multiple departments to check proper billing information.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Processed and verified invoices to secure accuracy of billing information.
- Monitored customer accounts to identify and rectify billing issues.
- Provided excellent customer service, developing and maintaining client relationships.
- Referred past due payments to collections department.
Receptionist/Office Assistant
IDEAL Electric
Washington, DC
12.2012 - 12.2015
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted to Store Manager within 1 year with company
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone, or postal mail.
- Resolved customer problems and complaints.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled cash transactions and maintained sales and payments records accurately.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Organized, maintained and updated information in computer databases.
- Routed incoming mail and messages to relevant personnel without delay.
- Handled assignments independently with good judgement and critical thinking skills.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Scheduled office meetings and client appointments for staff teams.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Collected [credit cards, checks, ACH] payments, processed transactions and updated relevant records.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Unarmed Special Police Officer
CSI Corporation
Washington, DC
06.2009 - 12.2012
- Performed various money center services to customers.
- Handled tax preparation for employees and customers.
- Answered department phone calls.
- Updated and maintained long-term accounts.
- Balanced safe, prepared tills and prepared register bags for next sales date.
- Trained new employees on proper cash routines, procedures and requirements.
- Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
- Investigated financial inconsistencies to solve discrepancies and reported to manager.
- Researched and resolved account discrepancies.
- Trained new associates on POS system and key sales tactics to run cash office.
- Communicated guest and employee requests to management for issue resolution.
- Fielded phone calls to main business line to gather information and answer inquiries.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed over 50 customer calls per day.
- Recorded facts to prepare reports documenting incidents and activities.
- Utilized clear communication and interpersonal skills to build relationships with citizens.
- Monitored crowded public areas and events to mitigate risk and promote safety.
- Monitored criminal activity in community to identify suspicious activity.
- Built excellent rapport and working relationship with community to build trust and improve upon communication.
- Recorded facts to prepare reports documenting incidents and activities.
FINANCIAL ASSISTANT/FRONT DESK RECEPTIONIST
Woodside Consultants
Washington, DC
01.2008 - 01.2009
- Documented fiscal budget and established procedures for tracking expenses.
- Minimized financial discrepancies, resulting in increased efficiency and accuracy in financial transactions.
- Supported executives by conducting research, reporting and documentation.
- Reconciled statements and accounts and resolved variances.
- Prepared reports used in making key decisions.
- Observed strict confidentiality rules to maintain data integrity and protect clients.
- Organized and reported on financial information to document payment histories and assist with sound financial accounting.
- Pitched in to assist with special projects and additional tasks.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed all tasks in compliance with company policies and procedures.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Routed incoming mail and messages to relevant personnel without delay.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
ADMINISTRATIVE ASSISTANT/Billing Account Representative
Hobart West Solutions
Arlington, VA
01.2007 - 01.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Developed strategies to streamline and improve office procedures.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Handled account payments and provided information regarding outstanding balances.
- Entered and maintained billing information in company internal databases for accessibility.
- Maintained detailed records of customer payments and billing adjustments.
- Verified accuracy of billing data and corrected discrepancies.
- Reconciled cash received with payments recorded in billing system and reported discrepancies.
- Processed customer invoices, credit memos and payments within established timelines.
- Used data entry skills to accurately document and input statements.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Maintained accurate records of customer payments.
EXECUTIVE ASSISTANT/OFFICE MANAGER
Cocoon Trade, LLC
Lanham, MD
10.2005 - 12.2006
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Answered high volume of phone calls and email inquiries.
- Organized and coordinated conferences and monthly meetings.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Handled confidential and sensitive information with discretion and tact.
- Screened personal and business calls and directed to appropriate party.
- Created and managed office systems to efficiently deal with documentation.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Handled incoming and outgoing mail, email and faxes.
- Filed paperwork and organized computer-based information.
CUSTOMER SERVICE/HOME DAMAGE SPECIALIST
Marlo Furniture
Forestville, MD
09.2002 - 09.2005
- Followed all company policies and procedures to deliver quality work.
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Evaluated customer needs and feedback to drive product and service improvements.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Updated customer service database with new information, address changes and contact details.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Built and managed relationships with key clients and partners to drive growth.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
BENEFIT/HR ASSISTANT/CUSTOMER SERVICE SPECIALIST
ProLease
Rockville, MD
10.2020 - 07.2022
- Oversaw and managed hiring process and assisted human resources.
- Performed internal and external audits and research and administrative reviews of programs and plans to support HR administration.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Partnered with management team to coordinate on-boarding and off-boarding processes.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
Human Resources Assistant
Arc Of DC
Rockville, MD
02.1998 - 09.2020
- Performed internal and external audits and research and administrative reviews of programs and plans to support HR administration.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Maintained office supplies, distributed mail and processed invoices for payment.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
- Coordinated employee training programs to improve productivity and performance.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Organized new employee orientation schedules for new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Answered and redirected incoming phone calls for office.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Compiled employee records from individual departments to maintain central files.
- Conducted exit interviews with terminated employees.
- Set up orientations and initial training for new employees.
- Checked references for potential candidates.
- Aided staff with employee performance review paperwork and documentation.
- Assisted with creating employee handbooks and manuals.
- Created job descriptions on boards for vacant jobs.
- Responded to employee inquiries regarding benefits and other HR topics.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Converted employee status from temporary to permanent.
- Developed and maintained HR policies and procedures.
- Scheduled and coordinated interviews between hiring managers and potential candidates.
Education
SUPERVISOR/MANAGEMENT TRAINING CERTIFICATE
Fred Pryor Seminars 10.2014
ADMINISTRATIVE ASSISTANTS CONFERENCE CERTIFICATE
Skill Path Seminars 10.2014
DIVERSITY RECRUITMENT CERTIFICATE
HR Certification Network 08.2014
DELIVER EXCEPTIONAL CUSTOMER SERVICE CERTIFICATE
Fred Pryor Seminars 08.2014
Private Investigator
Virginia Department of Criminal Justice Services
VIRGINIA02.2014
High School Diploma -
Greenwood High School
Greenwood, SC04.1991
Skills
- Excellent Attention to Detail
- Strong Telephone Etiquette
- Adaptable and Flexible
- Call Control
- Policy Development and Enforcement
- Calm and Professional Under Pressures
- Multitasking and Time Management
- MS Office
- Self-Motivated
- Flexible and Adaptable
- Complaint Resolution
- Problem-Solving Abilities
- Critical Thinking
- Inbound And Outbound Calling
- Listening Skills
- Fraud Prevention and Detection
- Correcting Discrepancies
- Client Relations Skills
- Call Center Operations
- Account Services
- Customer Experience Management
- High-Volume Environments
- Telephone Etiquette
- Client Needs Assessment
- Data Systems
- Performance Feedback
- Online Chat
- Client Rapport-Building
- Confidentiality Requirements
- Trained in Salesforce
- Customer Data Confidentiality
- Microsoft Office
- Calm and Professional Under Pressure
- Accounts Payable and Accounts Receivable
- Livechat Messaging
- Billing Adjustments and Refunds
- Understanding Customer Needs
- Management Abilities
- Document and Records Management
- Clerical Support
- Planning and Coordination
- Good Telephone Etiquette
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
BENEFIT/HR ASSISTANT/CUSTOMER SERVICE SPECIALIST
ProLease
10.2020 - 07.2022
Installation/Billing Coordinator
SMO Energy A Division Of Griffith Energy Services
12.2016 - Current
Receptionist/Office Assistant
IDEAL Electric
12.2012 - 12.2015
Unarmed Special Police Officer
CSI Corporation
06.2009 - 12.2012
FINANCIAL ASSISTANT/FRONT DESK RECEPTIONIST
Woodside Consultants
01.2008 - 01.2009
ADMINISTRATIVE ASSISTANT/Billing Account Representative
Hobart West Solutions
01.2007 - 01.2008
EXECUTIVE ASSISTANT/OFFICE MANAGER
Cocoon Trade, LLC
10.2005 - 12.2006
CUSTOMER SERVICE/HOME DAMAGE SPECIALIST
Marlo Furniture
09.2002 - 09.2005
Human Resources Assistant
Arc Of DC
02.1998 - 09.2020
SUPERVISOR/MANAGEMENT TRAINING CERTIFICATE
ADMINISTRATIVE ASSISTANTS CONFERENCE CERTIFICATE
DIVERSITY RECRUITMENT CERTIFICATE
DELIVER EXCEPTIONAL CUSTOMER SERVICE CERTIFICATE
Private Investigator
Virginia Department of Criminal Justice Services
High School Diploma -
Greenwood High School
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