GLORIA JOHNSON
Killeen,TX
Summary
Dedicated and detail oriented Customer Service Professional with strong problem-solving abilities and a commitment to excellence. Skilled in active listening, conflict resolution, and delivering exceptional customer experiences. Adept at handling inquiries, managing accounts, and utilizing CRM software to enhance efficiency. A hardworking and reliable team player who is passionate about driving productivity and contributing to business growth. Devoted to exceeding customer expectations and improving overall company success.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
Kenmore Resident
01.2025 - Current
- Provide compassionate and attentive care to residents with special needs, ensuring their safety, comfort, and well-being.
- Offer excellent customer service by addressing residents' needs and fostering a supportive environment.
- Perform administrative tasks such as updating records and documenting daily activities on the computer.
- Maintain a safe, respectful, and nurturing environment, demonstrating patience and professionalism at all times.
- Assist residents with morning routines, including chores, breakfast preparation, bed making, and personal organization.
- Monitor residents' activities and behaviors, noting any incidents or accidents, including falls or fights, and documenting them accurately.
- Drive residents to and from day programs, ensuring timely and safe transportation.
Customer Service Representative
Fred Loya Insurance
08.2023 - 10.2024
- Assist customers in understanding policies and provide clear guidance on insurance coverage options.
- Identify, evaluate, and resolve customer inquiries to ensure satisfaction and policy compliance.
- Answer phone calls professionally, addressing customer concerns and processing requests efficiently.
- Sell insurance policies by explaining benefits, assessing customer needs, and recommending suitable coverage.
- Maintain accurate records of customer interactions, policy changes, and sales transactions.
Caregiver
Amada Senior Care
10.2023 - 04.2024
- Assisted elderly clients with daily living activities, including bathing, dressing, and grooming.
- Prepared and served meals based on dietary requirements, providing feeding assistance when needed.
- Maintained accurate records of services provided, changes in client conditions, and medications administered.
- Monitored and reported any health or behavioral changes to ensure proper care and support.
- Provided emotional support to clients experiencing depression or anxiety due to illness or disability.
Insurance Representative
Mercury Roadside Insurance
10.2022 - 08.2023
- Identified, evaluated, and resolved customer inquiries to ensure clarity on insurance coverage.
- Maintained accurate records of customer interactions, policy details, and updates.
- Negotiated with insurers to secure competitive rates that met customers' coverage needs.
- Educated customers on the benefits and risks of various insurance plans to help them make informed decisions.
- Reviewed policy applications for accuracy before submitting them for underwriting approval.
Shuttle Driver
We Drive U
12.2019 - 07.2021
- Picked up and dropped off guests on assigned routes, ensuring timely and safe transportation.
- Ran various errands for VIP guests while maintaining professionalism and confidentiality.
- Answered calls from dispatch and management via radio to coordinate pickups and schedules.
- Logged and reported vehicle repairs, maintenance needs, and safety issues at the end of each shift.
- Kept the shuttle clean inside and out, refueled regularly, and promptly reported any mechanical concerns.
Dispatcher
United Site Services (Temp)
01.2019 - 09.2019
- Managed assigned customer accounts, ensuring accurate order processing and fulfillment.
- Monitored and ensured the timely completion of each trip to meet customer expectations.
- Entered daily trip information into computer systems to maintain accurate records.
- Assisted sales representatives and sales leaders with administrative and operational tasks.
- Handled customer complaints professionally or directed them to the appropriate department for resolution.
Education
High School Diploma -
Taylor High School
Taylor, TX06-1984
Skills
Data Entry
Email Support
CRM Software
Policy Writing
Problem Solving
Microsoft Office
Attention Detail
Client Acquisition
Claims Processing
Sales Techniques
Conflict Resolution
Customer Empathy
Presentation Skills
Multitasking Ability
Case Management
Insurance Terminology
Regulatory Compliance
Verbal Communication
Written Communication
Call HandlingActive Listening
Timeline
Customer Service Associate
Kenmore Resident
01.2025 - Current
Caregiver
Amada Senior Care
10.2023 - 04.2024
Customer Service Representative
Fred Loya Insurance
08.2023 - 10.2024
Insurance Representative
Mercury Roadside Insurance
10.2022 - 08.2023
Shuttle Driver
We Drive U
12.2019 - 07.2021
Dispatcher
United Site Services (Temp)
01.2019 - 09.2019
High School Diploma -
Taylor High School