Summary
Overview
Work History
Education
Skills
Certification
Explanation of Employment Gap
Timeline
Generic
DERICKA JOHNSON

DERICKA JOHNSON

Windsor Mill,MD

Summary

Results-oriented Customer Care Specialist with extensive experience spanning more than two decades in high-demand call center environments. Excel at fostering customer loyalty through exceptional service and effective communication, consistently achieving and exceeding sales targets. Skilled in data management and employee training, focusing on operational excellence and sustained customer engagement.

Overview

26
26
years of professional experience
1
1
Certification

Work History

CUSTOMER SERVICE AGENT

VDart/Md Dept Of Unemployment
02.2021 - Current
  • Provided exceptional customer service, successfully addressing 95% of queries in one interaction
  • Mentored new employees, increasing team efficiency and reducing onboarding by 20%
  • Handled high-pressure situations calmly, enhancing customer satisfaction levels
  • Utilized active listening for swift resolution of complex customer concerns

CUSTOMER SERVICE ASSOCIATE

EBI, Inc.
02.2019 - 05.2020
  • Prioritized tasks effectively to meet service goals.
  • Managed multiple projects ensuring quality and timely delivery.
  • Maintained professionalism in stressful circumstances, effectively resolving tense situations.

CUSTOMER SERVICE/COLLECTIONS CALL CENTER REPRESENTATIVE

Sparks, Baltimore Gas and Electric
01.2016 - 01.2018
  • Assisted customers with payment arrangements and balance information
  • Pivotal in restoring services for customers disconnected for non-payment
  • Successfully handled high volume of billing and collection calls
  • Trained in processing emergency gas and electric calls

TECHNICAL SUPPORT/CUSTOMER SERVICE REPRESENTATIVE

Verizon Wireless
03.2015 - 01.2017
  • Delivered proficient technical support for advanced products and services to government employees.
  • Assisted customers in making beneficial organizational decisions.
  • Handled billing and service inquiries effectively.
  • Resolved customer issues over the phone while promoting additional services and products.
  • Contributed to the generation of new revenue lines.

EMERGENCY DISPATCH OPERATOR

Anne Arundel
11.1999 - 03.2015
  • Assessed and responded to emergency calls, dispatching relevant services
  • Ensured accurate records of all calls and dispatches
  • Trained new hires on emergency response systems and protocol
  • Achieved required certifications, maintaining professional competency

Education

High School - undefined

Randallstown High School
Baltimore, MD

School of Hair Design - undefined

Baltimore School of Hair Design
Baltimore, MD

None -

The Community College of Baltimore County
Catonsville, MD

Skills

  • Conflict Resolution
  • CRM Software
  • Technical Support
  • Customer Analytics
  • Product Knowledge
  • Empathy
  • Multitasking
  • Call Center Operations
  • Communication
  • Team Collaboration

Certification

  • Microsoft Office Certification - Microsoft
  • Emergency Call Processing System - VESTA
  • Computer Aided Dispatch System - Tiburon

Explanation of Employment Gap

I wasn’t employed for a year and a half due to severe back injury. This is reason for my search for remote or hybrid employment.

Timeline

CUSTOMER SERVICE AGENT

VDart/Md Dept Of Unemployment
02.2021 - Current

CUSTOMER SERVICE ASSOCIATE

EBI, Inc.
02.2019 - 05.2020

CUSTOMER SERVICE/COLLECTIONS CALL CENTER REPRESENTATIVE

Sparks, Baltimore Gas and Electric
01.2016 - 01.2018

TECHNICAL SUPPORT/CUSTOMER SERVICE REPRESENTATIVE

Verizon Wireless
03.2015 - 01.2017

EMERGENCY DISPATCH OPERATOR

Anne Arundel
11.1999 - 03.2015

High School - undefined

Randallstown High School

School of Hair Design - undefined

Baltimore School of Hair Design

None -

The Community College of Baltimore County

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