Deshawn Johnson
Client Support
Arlington,TX
Summary
Dynamic professional with a proven track record in Consumer Deposit Banking and exceptional Customer Support, honed at Bank of America and other leading companies. Excelled in roles requiring debt collections and problem resolution, demonstrating adaptability and a personable approach. Achieved significant improvements in client experience and operational efficiency.
Overview
10
10
years of professional experience
Work History
Client Service Rep. II Deposits
Bank of America
10.2024 - Current
- In my role I hold responsibility for resolving routine client requests through calls, chats, or emails in an inbound contact center environment
- I personally was given additional task with multiple requirements which include assisting fellow agents with escalated calls, providing timely and accurate troubleshooting solutions, working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience
- Identifies client needs and recommends solutions when fraud has been identified
- Records data captured during client interactions accurately
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
- Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
- Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
- Attention to Detail
- Customer Service Management
- Customer and Client Focus
- Issue Management
- Active Listening
- Adaptability
- Client Solutions Advisory
- Data Collection and Entry
- Problem Solving
- Account Management
- Analytical Thinking
- Client Experience Branding
- Fraud Management
Receptionist
Park View Care Center
Fort Worth, TX
02.2021 - 10.2023
- Service as the first point of contact for guests and visitors in person as well as via phone in a friendly and professional manner
- Effectively operate the facility phone and paging system
- Exhibit excellent customer service and a positive attitude towards patients
- Assist in the evacuation of patients
- Demonstrate dependable, regular attendance
- Concentrate and use reasoning skills and good judgment
- Communicate and function productively on an interdisciplinary team
- Sit, stand, bend, lift, push, pull, stoop, walk, reach, and move intermittently during working hours
- Read, write, speak, and understand the English language
Supervisor
Mustang Creek Estates Residential Assisted Living & Memory Care
Keller, TX
09.2018 - 02.2022
- Assisting with Activities of Daily Living (bathing, dressing, toileting)
- Assisting with Ambulation and Transferring
- Housekeeping
- Meal Preparation
- Medication Supervision
- Order medicine
- On call
- Team building
Production Associate
HelloFresh
Grand Prairie, TX
03.2020 - 02.2021
- Production Associate following all safety, GMP and SQF policies/procedures, as well as adherence to PPE/hygiene policies, in cooperation with the supervisor
- Working in a cold prep area kept at 35 degrees
- Able to regularly lift and move up to 25 pounds, and occasionally lift and move up to 50 pounds with or without assistance
Customer Service Representative
Six Flags National Support Center
Arlington, TX
05.2019 - 03.2020
- Handle income calls and live chats!
- Problem solve effectively
- Assist customers in purchasing new memberships
- Ensure safety of all guest information kept in system
Care Coordinator II
Spreemo Health/One Call Care Management
Addison, TX
05.2017 - 06.2019
- As a customer care coordinator in the workers comp field
- I handle numerous task including but not limited to, contacting radiologist daily to schedule and verify completion of patient appointments (MRI, CT, ultrasound, etc..)
- Faxing Radiology imaging centers to obtain the patients report from their exam so that they may get back to work in a timely manner
- Also corresponding emails between the patients' adjusters, facility management, and the treating doctor
Transition Coach
Convergys
Richardson, TX
08.2016 - 04.2017
- As a Coach I gave assistance to new agents fresh out of training to build their soft skills and knowledges of the systems and devices we worked with
- Also, providing technical, billing, and care assistance to AT&T Digital Life home security customers
Team Leader
Chick-fil-A
Hurst, TX
11.2015 - 10.2016
- Counting Drawers, Assuring the products in the store are properly prepared, maintaining the safety and security of employees and guest
- Overseeing team members and making sure they completed duties assigned to them daily
Collections/Customer Service Manager
Comcast Cable Comm, LLC
Fort Worth, TX
10.2014 - 10.2015
- Outbound calls collecting past due debts for Comcast cable
- 3rd party collections
- Handled 100+ accounts
- Set up payment arrangements
- High call volume
Education
High School -
Trimble Technical High School
Fort Worth, TX01.2012
Skills
- Debt Collections
- Financial Account Management
- Consumer Deposit Banking
- Customer Support
- Training Assistant
- Certified Nursing Assistant: Memory Care
- Taking Ownership
- Live Chat
- Problem Resolution
- Personable
- Operations Management
Timeline
Client Service Rep. II Deposits
Bank of America
10.2024 - Current
Receptionist
Park View Care Center
02.2021 - 10.2023
Production Associate
HelloFresh
03.2020 - 02.2021
Customer Service Representative
Six Flags National Support Center
05.2019 - 03.2020
Supervisor
Mustang Creek Estates Residential Assisted Living & Memory Care
09.2018 - 02.2022
Care Coordinator II
Spreemo Health/One Call Care Management
05.2017 - 06.2019
Transition Coach
Convergys
08.2016 - 04.2017
Team Leader
Chick-fil-A
11.2015 - 10.2016
Collections/Customer Service Manager
Comcast Cable Comm, LLC
10.2014 - 10.2015
High School -
Trimble Technical High School
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