Sonya Johnson
San Antonio,TX
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
23
23
years of professional experience
Work History
Account Escalations Supervisor
JPMorgan Chase
3700 Wiseman Blvd. San Antonio TX 78251
05.2022 - Current
- Handled Escalated calls to help resolve customer related issues, Track customer complaints creates a state of urgency staying calm, showing empathy, offering a positive resolution, Negotiating skills
- Educate customers on how to utilize all credit cards, Handle payment issues, payment refunds account maintenance data processing helps customers with privacy preferences submit payments
- Trained new joiner class of 15 peers, assisting with payment issues, reporting privacy incidents and privacy preferences, servicing all brands of personal and business credit card accounts
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Business Analyst project role collaborating with stakeholders collecting data information to improve policies and procedures
- Division project to collect data and create presentations to improve the department production and reduce excessive call backs
- Service Level project reducing the amount of misrouted calls to the escalation team
- Evaluated employee performance and coached and trained to improve weak areas.
Senior Business Customer Service Specialist
JPMorgan Chase
3700 Wiseman Blvd. San Antonio TX 78251
01.2020 - Current
- Advised customers about billing procedures, processed payments and provided payment option
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Assessed customer needs and upsold products and services to maximize potential sales
- Evaluated customer account information to assess current issues and determine potential solutions
- Answered customer questions and addressed concerns, resulting in 60% reduction in complaint calls
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
Customer Service Clerk
Visionworks
655 Richland Hills Dr. 78245
11.2013 - 01.2020
- Reviewed customer data to assess current issues and determine potential solutions
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Collaborated with internal and external labs to efficiently provide finished products to the clients
- Knowledge of various computer applications, such as database management, word processing
- Answering inbound calls, and making outbound calls take messages and transfer calls
- Operate office equipment such as fax machines, phone systems and arrange for repairs when equipment malfunctions
- Communicate via emails, instant messaging or outbound calls
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Managed 50 outbound calls daily
- Responded to over 35 emails
Cashier, Cook
Mcdonald's
6967 San Pedro Ave. San Antonio TX 78216
09.2012 - 11.2013
- Handled cash, processed credit card payment, arranged and stocked department displays
- Welcomed guests with personable attitude and smile, offering to bring beverage orders
- Recorded orders and partnered with team members to efficiently serve food and beverages, kept tables neat, cleared away dirty dishes, wiped down surfaces and refreshed glasses
- Completed opening and closing checklists, including emptying trash, safeguarding alcohol and polishing silverware
- Sliced, served and packaged specialty meats.
- Handled over 80 customers a day
Cashier
Hardee's Restaurant
6712 MS-63 Moss Point, MS 39563
03.2008 - 05.2012
- Offering support to other stations during high-volume shifts to maintain optimal coverage and meet customer needs
- Rotated stock items and ingredients to maintain efficiency and freshness
- Protected staff and customers from infection by cleaning and sanitizing surfaces and equipment
- Keeping all utensils, dishes and glasses clean and ready for customer use maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
- Drove sales and add-on purchases by promoting specific item options to customers.
- Greeted customers entering store and responded promptly to customer needs.
- Serviced over 60 customers daily with orders and assembling food
Housekeeper
Beau Rivage Hotel And Casino
875 Beach Blvd. Biloxi MS, 39530
04.2004 - 08.2005
- Assigned daily tasks to keep facilities and common areas clean and maintained
- Vacuuming, sweeping and mopping floors clean and stock restrooms
- Notifying managers of necessary repairs, collecting and disposing of trash assisting guests when necessary.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Cleaned 25 or more rooms a day
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
Hotel Inspecting Supervisor
Treasure Bay Hotel and Casino
1980 Beach Blvd. Biloxi MS 39531
01.2002 - 03.2004
- Responsible for making employee's daily schedule, inspecting all rooms for quality and cleanliness to make sure rooms were up to standard before guest check-ins organizing daily meeting's ordering cleaning supplies and linen supplies, communicating with staff to ensure policy and procedures were met.
- Managed a group of 30 employees making sure daily task assignments were being completed organizing daily meetings
- Monitored workflow to improve employee time management and increase productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Education
No Degree -
Joseph S. Clark Preparatory High School
New Orleans, LA05.1998
Skills
- Data management learning the multiple system acquired for production
- Adaptive to upgraded systems needed to complete daily task
- Microsoft Office, Excel, Word, Outlook
- Technically Savvy
- Excellent communicator
- Negotiating skills
- Staff Management
- Training and mentoring
- Goal-Oriented
Timeline
Account Escalations Supervisor
JPMorgan Chase
05.2022 - Current
Senior Business Customer Service Specialist
JPMorgan Chase
01.2020 - Current
Customer Service Clerk
Visionworks
11.2013 - 01.2020
Cashier, Cook
Mcdonald's
09.2012 - 11.2013
Cashier
Hardee's Restaurant
03.2008 - 05.2012
Housekeeper
Beau Rivage Hotel And Casino
04.2004 - 08.2005
Hotel Inspecting Supervisor
Treasure Bay Hotel and Casino
01.2002 - 03.2004
No Degree -
Joseph S. Clark Preparatory High School