Summary
Overview
Work History
Education
Skills
Work Availability
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CaNeshia Johnson

Atlanta,Georgia

Summary

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

9
9
years of professional experience

Work History

Customer Care Specialist

Purchasing Power LLC
06.2023 - Current
  • Customer Care Specialist is responsible for uncovering opportunities, offering expertise and advice in resolving customer concerns in an accurate and timely manner, and identifying processes that will create efficiencies in workflows that will increase customer satisfaction Customer Care Specialists work cross-functionally to effectively resolve any service-related issues while balancing both needs of the customer and the business
  • Research, analyze, and resolve customer issues via multiple work queues (including Social Media sites) in a courteous and timely manner
  • Analyze customer complaints and provide appropriate corrective actions
  • Serve as a liaison between the customer support team, management, and the customer to improve customer service and business productivity
  • Serves as a liaison between the customer support team, management, and the customer to improve customer service and business productivity
  • Assist in the development, testing, and communication of operational policies and procedures
  • Develop customer service programs and strategies to provide outstanding service
  • Prepare documentation and reports on routine customer correspondence for future reference purposes
  • Assist in training and mentoring peers on improving customer support service
  • Support service recovery initiatives through three focus areas: research, service, and operations
  • Implements lesson plans, while ensuring the integrity of academic time and in manner that motivates students to learn and participate
  • Took ownership of customer's issues to follow problems through to resolution
  • Verified the accuracy of customer account information and updated as necessary
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Accurately tracked and recorded customer interactions in CRM platforms
  • Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations

Language Arts Substitute Teacher

Kindezi Schools
01.2023 - 05.2023
  • Maintained discipline and classroom control that fostered a safe and positive learning environment for all students and staff in accordance with school and county policies
  • Ensured adequate supervision to assure the health, welfare, and safety of all students
  • Prepared and analyzed written or computer data, determining the accuracy and thoroughness of work, and observing general surroundings and activities
  • Utilized multimedia strategies and technology to convey information in fresh and interesting ways
  • Promoted effective verbal and written communication through listening, speaking, reading and writing practice
  • Supported student skill development in alignment with personal and academic goals
  • Administered assessments and standardized tests to evaluate student progress
  • Worked with administrators on behavioral issues to support needs of students
  • Taught age-appropriate spelling techniques, grammar rules and language skills
  • Led interesting and diverse group activities to engage students in course material
  • Prepared and implemented lesson plans covering required course topics.
  • Helped students develop academic, social and emotional skills for long-term success

Growth & Business Development Executive Assistant

RUME Health
03.2022 - 12.2022
  • Communicated directly with customers and partners to build strong business networks and relationships
  • Established and maintained highly effective relationships with clients and industry partners to drive growth
  • Developed new proposals, contracts and procedures to draw in more clients and streamline work operations
  • Identified business development challenges and customer concerns for proactive resolution
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit
  • Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors
  • Trained new employees on customer service, money handling and organizing strategies
  • Consulted with businesses to supply accurate product and service information
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
  • Generated advertising brochure for vendor use
  • Provided administrative assistance, such as writing and editing e-mails, drafting memos, and preparing communion on executives' behalf
  • Worked alongside Dir. Of Development and Chief Growth Officer
  • Served as a department representative on confidential projects
  • Provided administrative assistance, such as writing and editing e-mails, drafting memos, and preparing communion on executives' behalf

Victim Advocate

Fulton County Municipal Court
01.2022 - 05.2022
  • Developed safety plans to meet victims' assessment of need
  • Accompanied clients to court to clarify processes and procedures.
  • Constructed referral list of agencies and community resources for victims' to provide aftercare services
  • Established treatment plans with short- and long-term goals
  • Collected statistical data and updated documentation to maintain client records
  • Attended interagency meetings and networked to create community partnerships
  • Collaborated with other professionals to plan and coordinate care for clients
  • Supported victims, family members and witnesses through law enforcement, healthcare and social services
  • Developed and maintained strong relationships with community resources for successful referrals

Call Center Operations Supervisor

Covid Clinic INC
10.2021 - 03.2022
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
  • Led daily team meetings to review performance, set targets and motivate staff
  • Trained and onboarded new agents while maintaining exceptional service standards
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
  • Improved average hold times, resolution rates and satisfaction scores through staff development
  • Collected and analyzed call center statistics and metrics
  • Analyzed customer feedback to identify improvement opportunities and develop action plans
  • Maintained up-to-date knowledge of products and services offered to customers
  • Provided leadership, guidance and direction to team leaders at any time
  • Facilitated regular team meetings to discuss challenges, successes and strategies
  • Monitored daily performance and provided feedback to each team member
  • Developed and enforced policies and procedures for compliance with company policies

Customer Service Team Leader

Covid Clinic INC
07.2021 - 10.2021
  • Used CRM Systems to keep records of customer interactions, customer accounts, and file documents
  • Informed agents of all updates while serving as a point of contact for escalated calls and administrative work
  • Ensured all agent met or exceed their daily tasks
  • Led a team of 30 or fewer agents in a high-volume call center
  • Maintained the confidentiality of patients and enforced HIPPA throughout the team chat
  • Hosted weekly team-building meetings
  • Conducted performance analytics and reported evaluations to leadership
  • Ensured escalated calls were properly assisted
  • Actively monitored and reviewed calls while facilitating coaching sessions as needed
  • Prepared knowledge checks, informative newsletters, FAQ documents, and team training material
  • Reviewed patient complaints and responded formally
  • Enhanced productivity levels by anticipating needs and delivering outstanding support
  • Met customer call guidelines for service levels, handle time and productivity

Supplemental Instructor Leader & Peer Mentor

Georgia State University
06.2020 - 07.2021
  • Attended and led supplemental sessions
  • Met with faculty members to discuss course content and progress
  • Collected attendance data for program management
  • Received and processed student feedback to assess, evaluate and improve program
  • Led discussions and activities centered around course content
  • Recommended students for programs to enhance academic support through improved learning strategies
  • Assist students with reviewing course material and improving comprehension
  • Attended faculty orientation to gain knowledge of academic and departmental objectives
  • Increased retention by implementing mentoring program to reduce dropouts
  • Arranged tutoring appointments to improve student performance, facilitate learning and help students earn higher grades
  • Assisted students in retaining lecture information with creation of guides and course materials
  • Tracked student progress, frequently checking in with struggling students and identifying root causes of problems
  • Initiated new learning methods, eliminating instructional gaps and improving comprehension

Customer Service Representative

GLAM Shine LLC
05.2018 - 06.2020
  • Handled customer inquiries and suggestions courteously and professionally
  • Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor
  • Answered a constant flow of customer calls with minimal wait times
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Educated customers about billing, payment processing, and support policies and procedures
  • Cross-trained and provided backup support for organizational leadership.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new services

Crew member

Moe’s Southwestern Grill
02.2015 - 05.2018
  • Worked front counter, drive-thru, and other areas
  • Worked well with teammates and accepted coaching from management team
  • Took orders, prepared meals, and collected payments
  • Provided excellent customer service by greeting customers and meeting quality expectations
  • Trained new team members on procedures, customer service, and sales techniques
  • Operated cash register to ring up final bill and process various forms of payment
  • Escalated problems or complaints to relevant supervisor or manager for resolution
  • Delivered exceptional service as illustrated through multiple positive Yelp reviews

Education

Bachelor of Science - Criminal Justice

Georgia State University, Andrew Young School of Policy Studies
Atlanta, GA
05.2022

Certified Medical Coder - Medical Insurance Coding

American Academy of Professional Coders, Business of Health Care
Atlanta, GA
10.2020

Skills

  • Senior Leadership Support
  • Workload Planning
  • Information Updates
  • Training and Development
  • Data Entry & Evaluation
  • Project Management
  • Customer Service Excellence
  • Call Volume and Quality Metrics
  • Policy and Procedure Adherence
  • Electronic Medical Records
  • Administrative Support
  • Quality Control
  • Software System Skills
  • Student Records Management
  • Personalized Support
  • Five9
  • Microsoft & Google Suites
  • Slack
  • Hybris
  • Zendesk
  • SAP Cloud
  • Atlassian JIRA
  • Laboratory Information Systems
  • Wordpress
  • Dialpad

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Customer Care Specialist

Purchasing Power LLC
06.2023 - Current

Language Arts Substitute Teacher

Kindezi Schools
01.2023 - 05.2023

Growth & Business Development Executive Assistant

RUME Health
03.2022 - 12.2022

Victim Advocate

Fulton County Municipal Court
01.2022 - 05.2022

Call Center Operations Supervisor

Covid Clinic INC
10.2021 - 03.2022

Customer Service Team Leader

Covid Clinic INC
07.2021 - 10.2021

Supplemental Instructor Leader & Peer Mentor

Georgia State University
06.2020 - 07.2021

Customer Service Representative

GLAM Shine LLC
05.2018 - 06.2020

Crew member

Moe’s Southwestern Grill
02.2015 - 05.2018

Bachelor of Science - Criminal Justice

Georgia State University, Andrew Young School of Policy Studies

Certified Medical Coder - Medical Insurance Coding

American Academy of Professional Coders, Business of Health Care

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CaNeshia Johnson