Chara Johnson
Euless,USA
Summary
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
13
13
years of professional experience
Work History
Co-Manager
Ulta
05.2025 - Current
- Oversaw daily operations, ensuring compliance with safety protocols and company policies.
- Trained and mentored new staff on operational procedures and best practices.
- Implemented inventory management systems to streamline stock replenishment processes.
- Enhanced team productivity by optimizing workflow and resource allocation strategies.
CUSTOMER SERVICE TEAM LEAD
UnitedHealth Group
04.2024 - 03.2025
- Monitored team performance against established customer service standards.
- Managed daily workflow of customer inquiries and requests by delegating tasks appropriately among team members.
- Held regular team meetings to discuss progress towards goals and address any challenges or concerns.
- Ensured compliance with company policies regarding customer service operations.
- Conducted quality assurance reviews on customer interactions handled by team members.
LEAD CUSTOMER SERVICE REPRESENTATIVE
US Bank
01.2022 - 06.2024
- Demonstrated strong communication and problem-solving skills to resolve customer inquiries efficiently.
- Trained new staff on customer service processes and procedures, resulting in improved efficiency.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Encouraged and monitored phone staff to efficiently manage time and work.
- Managed complex issues escalated from lower level support staff, ensuring satisfactory resolution for customers.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Capital One
09.2019 - 12.2021
- Provided excellent customer service by handling inquiries, resolving complaints, and ensuring customer satisfaction
- Recognized for consistently meeting and exceeding service level agreements and key performance indicators
- Assisted in the training and onboarding of new team members, contributing to a cohesive and efficient work environment
- Utilized active listening skills to identify customer needs and proactively addressed potential problems
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Randstad
12.2015 - 09.2019
- Developed and implemented customer service policies and procedures
- Provided technical support to customers via phone, email, and chat
- Resolved escalated customer complaints in a timely manner
- Analyzed customer data to identify opportunities for upselling services
- Created reports on customer satisfaction levels and key performance indicators
MEDICAID ELIGIBILITY SPECIALIST
Division of Medicaid
10.2012 - 12.2015
- Reviewed Medicaid eligibility applications to determine financial and medical eligibility requirements
- Conducted detailed interviews with applicants to assess their needs and provided assistance in completing application forms
- Assisted clients with the appeals process when necessary, ensuring all required paperwork was completed correctly
- Provided technical guidance to staff regarding Medicaid regulations, policies, procedures, and program changes
Education
Completed Coursework Towards - Some College in Business
Alcorn State University
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Database management
- Account management
- Database maintenance
- SOP writing
- Escalation management
- Documentation review
- Cross-functional collaboration
- Service recommendations
- Process optimization
- De-escalation techniques
- CRM software
- Call auditing
- Policy improvement
Timeline
Co-Manager
Ulta
05.2025 - Current
CUSTOMER SERVICE TEAM LEAD
UnitedHealth Group
04.2024 - 03.2025
LEAD CUSTOMER SERVICE REPRESENTATIVE
US Bank
01.2022 - 06.2024
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Capital One
09.2019 - 12.2021
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Randstad
12.2015 - 09.2019
MEDICAID ELIGIBILITY SPECIALIST
Division of Medicaid
10.2012 - 12.2015
Completed Coursework Towards - Some College in Business
Alcorn State University
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