Debra Johnson
Cushing,OK
Summary
Highly dedicated administrative professional with over 25 years of comprehensive experience in high volume coordination, customer relations, and complex operational support. Proven expertise in managing multi-channel communications, optimizing logistical processes, and resolving client issues promptly, directly aligning with the requirements for a high-performing Remote Call Center Agent. Adept at multitasking and dedicated to delivering superior customer experiences in fast-paced environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Office Assistant
GRACE FINANCIAL PLANNING LLC
06.2024 - Current
- Respond promptly to a high volume of inbound inquiries via phone and email, directing complex service requests to specialized staff.
- Enhanced customer satisfaction metrics by ensuring prompt response times via multi-channel communication, resulting in a measurable increase in positive feedback ratings.
- Managed front-line customer interaction, cultivating a professional and welcoming environment while efficiently addressing initial inquiries and operational needs.
- Maintained rigorous compliance and organization of electronic and physical documentation systems to ensure immediate data retrieval and audit readiness.
- Managed scheduling and appointment coordination for financial planning sessions.
- Assisted in preparing financial documents and presentations for client meetings.
- Maintained accurate records of client interactions and correspondence in CRM system.
- Implemented filing system improvements to increase document retrieval efficiency.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Improved data accuracy, entering and updating records in database with keen eye for detail.
- Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
- Facilitated better customer service by promptly addressing inquiries and concerns via phone and email.
- Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
- Input data into spreadsheets and databases.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Coordinated and scheduled meetings and appointments.
Dispatcher
STAR FREIGHT LLC
05.2016 - 12.2025
- Managed outbound customer communications regarding logistics, resolving complex operational issues and consistently delivering exceptional customer service.
- Orchestrated real-time fleet coordination for 50 vehicles, prioritizing schedule adherence and proactive logistical adjustments critical for meeting service level agreements (SLAs).
- Leveraged GPS telemetry systems for continuous monitoring and dynamic optimization of delivery routes, ensuring resource efficiency and compliance with service timelines.
- Developed and maintained strong operational relationships with drivers through proactive communication across multiple technical channels.
- Facilitated seamless communication between drivers, dispatch, and maintenance teams during breakdowns.
- Coordinated with roadside assistance services to expedite repairs and maintain delivery schedules.
Dispatcher
RAINS AND SONS TRANSPORTATION
11.2013 - 05.2016
- Maintained constant, critical communication with drivers via radio and phone to relay real-time updates regarding traffic, route deviations, and client requirements.
- Developed and executed contingency plans for unforeseen logistical disruptions, minimizing impact on delivery schedules.
- Significantly improved customer retention by proactively addressing and resolving delivery exceptions with professionalism.
- Directed dispatching, routing, and tracking of 45 fleet vehicles.
Office Manager
MIDWEST TRANSPORT, INC
07.2003 - 05.2013
- Expertly resolved complex account discrepancies, logistics failures, and internal personnel grievances, demonstrating advanced issue resolution capabilities.
- Managed high-stress coordination for up to twenty drivers simultaneously, continuously verifying scheduling adherence and demonstrating superior multitasking proficiency under pressure.
- Maintained robust client relations by consulting with multiple companies to broker and agree upon transportation service contracts.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
Education
High School Diploma -
CAPISTRANO VALLEY HIGH SCHOOL
MISSION VIEJO, CA06.1991
Skills
- Assisted clients with inquiries and concerns to enhance satisfaction Supported customer relationship management initiatives to foster positive interactions Facilitated effective communication between clients and service teams
- Implemented customer retention strategies through effective inbound call handling and issue resolution
- Assisted in cash handling and data entry tasks Supported record keeping and document management efforts Utilized Microsoft Office Suite for various administrative tasks Aided in the use of CRM, TMS, and ERP software systems Managed multiple tasks and prioritized effectively Facilitated order entry and contributed to process improvement initiatives
- Assisted in managing logistics and coordination for accounts receivable and payable processes Supported GPS telemetry monitoring to enhance operational efficiency Aided in high-volume dispatching and route optimization efforts Collaborated with vendors to negotiate favorable terms
Certification
Driver's License
Timeline
Office Assistant
GRACE FINANCIAL PLANNING LLC
06.2024 - Current
Dispatcher
STAR FREIGHT LLC
05.2016 - 12.2025
Dispatcher
RAINS AND SONS TRANSPORTATION
11.2013 - 05.2016
Office Manager
MIDWEST TRANSPORT, INC
07.2003 - 05.2013
High School Diploma -
CAPISTRANO VALLEY HIGH SCHOOL