Brittani Johnson
Oklahoma City,OK
Summary
Over 10 years of customer service experience Four years of cash-handling experience Ability to keyboard (65 wpm) and ten-key (176 kpm) Proficient in Microsoft Word, Microsoft Excel, PowerPoint, and Adobe Excellent written and oral communications skills Ability to multi-task with excellent organizational skills Highly motivated and detail-oriented Experience with ADP, ABI, and Workday
Resourceful Call Center Representative known for maintaining high productivity and efficiently completing tasks. Specialize in effective communication, quick problem-solving, and accurate record-keeping. Excel in active listening, empathy, and patience, ensuring customer satisfaction and resolution of inquiries with professionalism and warmth.
Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
19
19
years of professional experience
Work History
Call Center Representative
Oklahoma Tax Commission
Oklahoma City, OK
01.2023 - Current
- Serve as first point of contact for taxpayers needing assistance with individual or business agency accounts.
- Serve as a subject-matter expert regarding Oklahoma tax laws and responsibilities.
- Assist taxpayers with troubleshooting through OKTAP website/portal.
- Help taxpayers with registering businesses and/or adding additional accounts through OKTAP.
- Aid taxpayers with filing business reports electronically through OKTAP portal.
- Provide guidance in interpreting and applying tax laws, policies, and procedures.
- Resolve refund inquiries and advise on a full range of tax-related bills and notices.
- Determine reporting requirements based on business type, activity, and related laws.
- Determine cause of taxpayer delinquent status using tax laws and rules and recommend on how to steps needed to bring account current and in good standing.
- Adhere strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Develop effective working relationships with team members across multiple departments.
- Attend regular training sessions on updates and changes within the industry or organization.
- Perform follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Call Center Representative
Principal Choice Solutions
Oklahoma City, OK
11.2023 - 01.2024
- Assisted providers, service members, and their families with medical claims and payments.
- Assisted with issuing EOBs to providers and patients.
- Provided every caller with detailed breakdown of benefits and plan dates.
- Answered varying questions from providers and patients.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Covid 19 Contact Tracer
Insync Staffing Agency (CSAA Insurance)
Oklahoma City, Remote
08.2021 - 08.2022
- Conducted interviews with individuals who tested positive for COVID-19 to determine the scope of exposure and risk factors.
- Identified close contacts of infected individuals and provided guidance on quarantine procedures.
- Provided health education materials and resources to affected individuals and their families.
- Maintained confidential records of contact tracing activities in accordance with HIPAA regulations.
- Compiled daily reports summarizing contact tracing activities for review by supervisors.
- Monitored trends in the spread of COVID-19 by analyzing data from contact tracing efforts.
- Responded quickly to inquiries from community members about potential exposures or symptoms associated with COVID-19.
- Educated the public on preventative measures such as wearing masks, social distancing, hand washing..
- Provided emotional support to those affected by COVID-19 while maintaining a professional demeanor at all times.
- Assessed the needs of those exposed to COVID-19 and connected them with appropriate resources.
- Remained up-to-date on new developments related to the pandemic, including changes in treatment protocols.
- Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes.
- Explained importance of contact tracing to prevent disease transmission and keep communities healthy.
- Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy.
- Educated clients on options to assist in making informed decisions.
- Provided information to access financial assistance, legal aid or housing.
Human Resources Coordinator (Recruiting)
Bass Pro Shops Outdoor World
Oklahoma City, OK
02.2020 - 05.2021
- Onboarded all new hires from start to finish.
- Conducted all new-hire orientations
- Assisted in any HR-related issues that may arise.
- Assisted payroll in ensuring all punches, time-off requests are entered and approved.
- Created spreadsheets tracking all job requisitions and applicant movement.
- Maintained employee files with all necessary information, including benefits, payroll, and other personnel information.
- Assisted in mediation of conflict.
- Engaged in training and development efforts.
- Assisted hiring managers with conducting job fairs.
- Developed and maintained company culture by creating trust, leadership, and an open-door policy.
- Posted open positions on job boards.
- Advised on FMLA, medical, STD and LTD, and ADA accommodations
- Managed 160+ employees.
- Successfully staffed location with needed seasonal outfitters.
- Conducted background checks for potential candidates.
- Updated employee records in HR database system.
- Maintained employee files in compliance with applicable legal requirements.
- Handled confidential information with discretion and sensitivity.
Visitor Information Specialist
Greater OKC Chamber/ OKC CVB
Oklahoma City, OK
07.2014 - 02.2020
- Directed and screened calls on a multi-line phone system.
- Fulfilled online and call-in requests for materials.
- Updated website calendar and add events as needed.
- Created RFP's for office supplies, shipping, and deliveries.
- Ordered and maintained a working supply of office supplies for staff.
- Assisted visitors coming in with finding hotels, restaurants, as well as things to see and do in the city.
- Maintained accurate inventory totals and reorder collateral materials as needed.
- Certified Tourism Ambassador (CTA) accredited through the Tourism Ambassador Institute.
- Developed and maintained databases of information related to projects, products and services.
HR Intern/Part-time HR Coordinator (Recruitment)
SMG
Oklahoma City, OK
08.2019 - 12.2019
- Completed all new hire paperwork and enter them into ABI and ADP.
- Assisted payroll in adding employee pay cards into the system.
- Created and maintained spreadsheets with raise and/or pay information for all employees.
- Maintain employee files with all necessary information, including benefits, payroll, medical, and other personnel information.
- Mediate employee conflicts.
- Engage in training and development efforts.
- Assist hiring managers with conducting job fairs.
- Develop and maintain company culture by creating trust, leadership, and an open-door policy.
- Posted open positions on job board.
- Assisted with the recruitment process by conducting initial phone screens and scheduling interviews.
- Conducted reference checks on prospective candidates.
- Created job postings and placed them on various job boards and websites.
- Analyzed resumes to assess qualifications for open positions.
- Provided support in developing and maintaining employee files, including onboarding paperwork and other documents.
- Attended meetings with hiring managers to discuss staffing needs and strategies for filling open positions.
- Organized events such as orientations, training sessions, benefits fairs.
- Prepared new hire orientation materials such as handbooks, policies, procedures.
- Participated in exit interviews with departing employees to gain insight into their experiences at the company.
- Maintained records of all personnel transactions such as hires, transfers, promotions, terminations.
Legal Receptionist/Secretary
Rubenstein & Pitts, PLLC
Edmond, OK
11.2012 - 05.2014
- Input all new client information into Time Matters timely and accurately.
- Maintained all attorneys’ folders and administrative folders for company records.
- Greeted and directed clients.
- Updated legal library as new information became available.
- Maintained the master calendar, scheduling and coordinating meetings and hearings.
- Sent and received all company faxes.
- Assisted legal assistants with various research projects and case updates.
- Maintained office inventory and reordered supplies as needed.
- Filed court documents at the courthouse.
- Created “response” templates for attorneys to use when responding to opposing counsel.
- Updated pleadings indices for all cases.
Receptionist/HR Administrative Assistant
Jacobi-Kelly Personnel
Oklahoma City, OK
12.2011 - 10.2012
- Greeted visitors and provided assistance
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel in fast-paced environment.
- Assisted Human Resources manager in maintaining all employee files.
- Prepared and mailed all employee benefits materials and other pertinent information.
- Assisted in the research and investigation phases of all employee complaints and injuries.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Administrative Assistant
Paycom Payroll
Oklahoma City, OK
12.2011 - 03.2012
- Verified accuracy and entered business and employee information
- Effectively communicated with the IRS, state, and local governments to obtain schedules for tax payments
- Acted as a liaison between Paycom and clients
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Updated contact lists regularly when changes occur in employee status or contact information.
Teller, III
Midfirst Bank
Oklahoma City, OK
05.2009 - 05.2010
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Provided exceptional customer service while accurately processing routine transactions.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Processed wire transfers for customers both domestically and internationally.
- Cross-sold additional bank products when applicable to meet customer needs.
- Performed daily reconciliation of teller drawer within established limits.
- Maintained confidentiality of all customer records and information according to company policies.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Explained the features of various banking products available to customers.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Followed up on requests from customers in a timely manner.
- Managed and balanced the Coin Vault daily
- Exceeded company referral quotas every month and lead the region in referrals for two consecutive months.
- Received two 100% Mystery Shop Scores.
Cashier/Customer Service/Jewelry Associate
Sears Holdings
Oklahoma City, OK
06.2005 - 07.2008
- Managed and mentored all new cashiers.
- Solved customer issues and answered telephones
- Cleaned and straightened clothes racks, dressing rooms, and cashwraps
- Maintained an accurate inventory of all diamonds
- Received and ordered necessary jewelry to refill stock
- Met sales and Protection Plan goals every month
- Lead employees in credit applications for five consecutive months
Education
Associate of Science - Business Administration - Human Resources
Rose State College
Midwest City, Ok05-2020
Skills
- Customer Relationship Management
- Complaint resolution
- Call Control
- Customer Service
- Technical Support
- Data Entry
- Call Center Customer Service
- Customer Support
- Verbal and written communication
- Database Research
- Building rapport
- Cash Handling
- Product Knowledge
- Appointment Scheduling
- Account Management
- Training experience
- Documentation And Reporting
- Interpersonal Skills
Accomplishments
- Member of Phi Theta Kappa Honors Society
- Certified Tourism Ambassador
- Business Division Student of the Year for 2017-2018 at Rose State College
Professional References
Available upon request
Timeline
Call Center Representative
Principal Choice Solutions
11.2023 - 01.2024
Call Center Representative
Oklahoma Tax Commission
01.2023 - Current
Covid 19 Contact Tracer
Insync Staffing Agency (CSAA Insurance)
08.2021 - 08.2022
Human Resources Coordinator (Recruiting)
Bass Pro Shops Outdoor World
02.2020 - 05.2021
HR Intern/Part-time HR Coordinator (Recruitment)
SMG
08.2019 - 12.2019
Visitor Information Specialist
Greater OKC Chamber/ OKC CVB
07.2014 - 02.2020
Legal Receptionist/Secretary
Rubenstein & Pitts, PLLC
11.2012 - 05.2014
Receptionist/HR Administrative Assistant
Jacobi-Kelly Personnel
12.2011 - 10.2012
Administrative Assistant
Paycom Payroll
12.2011 - 03.2012
Teller, III
Midfirst Bank
05.2009 - 05.2010
Cashier/Customer Service/Jewelry Associate
Sears Holdings
06.2005 - 07.2008
Associate of Science - Business Administration - Human Resources
Rose State College