Dawn Johnson
Sun Prairie
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Airport Customer Service Agent
Logan Airport
Boston, MA
06.2023 - 12.2025
- Provided exceptional customer service to passengers, addressing inquiries and resolving issues efficiently.
- Coordinated check-in processes, ensuring timely boarding and compliance with airline regulations.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Telehealth CSR
Night Nurse
Framingham, MA
04.2020 - 06.2023
- Assessed patient conditions and prioritized care based on severity and urgency.
- Collaborated with healthcare teams to develop and implement patient care plans.
- Conducted quality assurance reviews to enhance compliance with healthcare standards and regulations.
- Counseled patients via telephone according to established guidelines and protocols, advising on provider-established plans of care.
- Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider.
Customer Service Representative
Medical Compression Systems
Concord, MA
03.2015 - 04.2020
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Collaborated with medical professionals to provide accurate product information and support.
- Streamlined order processing, reducing turnaround time and improving service delivery.
- Mentored junior staff, fostering a knowledgeable team environment and improving performance.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented process improvements that reduced call handling times significantly.
Education
Associate of Arts - Business Administration
Massbay Community College
Wellesley, MASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Microsoft Office Suite
Timeline
Airport Customer Service Agent
Logan Airport
06.2023 - 12.2025
Telehealth CSR
Night Nurse
04.2020 - 06.2023
Customer Service Representative
Medical Compression Systems
03.2015 - 04.2020
Associate of Arts - Business Administration
Massbay Community College