Summary
Overview
Work History
Education
Skills
Timeline
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KaDarra Johnson

Brookhaven,MS

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Call Center Agent

Healthcare Services Group
, MS
01.2024 - 09.2024
  • Remote.
  • Greeted customers in a professional and courteous manner.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Provided accurate information on products and services to customers.
  • Resolved customer service inquiries promptly and efficiently.
  • Maintained up-to-date knowledge of company's products, services and promotions.
  • Identified customer needs by asking probing questions and actively listening to responses.
  • Followed up with customers regarding their satisfaction with product or service received.

Freight Dispatcher

IPW Dispatch
, MS
10.2021 - 12.2023
  • Monitored and tracked the progress of shipments.
  • Created reports to track delivery times, routes and costs.
  • Communicated with truck drivers about pick up and delivery schedules.
  • Scheduled trucks for loading and unloading at various locations.
  • Coordinated freight movement from origin to destination.
  • Assigned appropriate carriers based on weight, volume, route and cost criteria.
  • Resolved disputes between customers and carriers regarding shipment issues.
  • Negotiated rates with vendors for services related to freight shipping.
  • Developed relationships with key suppliers to ensure quality service at competitive prices.
  • Maintained records of all shipments including tracking numbers, insurance certificates, bills of lading.
  • Ensured compliance with government regulations related to transportation of goods.
  • Prepared invoices for payment collection from customers after completion of shipment process.
  • Monitored shipments to guarantee on-time delivery.

Independent Contractor

KLLM Transportation Services
Richland, MS
11.2020 - 12.2022
  • Operated commercial truck to transport goods and materials over long distances.
  • Inspected vehicles for mechanical items and safety issues, and performed preventative maintenance.
  • Maintained a log book of working hours, distance travelled, fuel consumption, and any problems encountered during the trip.
  • Followed all applicable rules, laws and regulations governing the safe operation of a large vehicle.
  • Communicated with customers regarding delivery times and location details.
  • Completed daily pre-trip inspection checklists for assigned vehicle.
  • Utilized GPS systems for navigation purposes throughout trips.
  • Consistently monitored traffic conditions and adjusted routes accordingly.
  • Maintained accurate mileage logs and other required documentation.
  • Adhered to company policies regarding safety and security measures.
  • Worked well with dispatchers to communicate route and schedule changes.
  • Updated logs with timely and accurate information meet internal requirements and DOT recordkeeping demands.
  • Maintained safe driving habits to protect property and general public on roadways.

Call Center Team Lead

Benjamin Franklin Plumbing
Niceville , FL
10.2018 - 09.2020
  • Provided coaching and guidance to call center team members on customer service skills.
  • Conducted regular performance reviews of team members.
  • Drafted reports to provide detailed analysis of customer service metrics.
  • Monitored incoming calls, emails, and chat messages for quality assurance purposes.
  • Assisted with the development of call scripts and other operational documents.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Call Center Trainer

One Hour Heating & Air/ Benjamin Franklin
Niceville, FL
05.2017 - 08.2017
  • Developed and implemented effective training programs for new call center employees.
  • Conducted regular assessments to identify individual skills gaps, and provided tailored coaching sessions to address them.
  • Designed and conducted training sessions on topics such as customer service, telephone etiquette, problem solving, conflict resolution, and sales techniques.
  • Assisted with the development of policies and procedures to ensure compliance with call center standards.
  • Provided feedback to supervisors regarding employee performance following training sessions.
  • Monitored calls in real-time to evaluate effectiveness of training programs.
  • Collaborated with department managers to determine appropriate changes or additions to existing training curriculum.
  • Participated in meetings with senior management to discuss current challenges faced by the organization's call centers.
  • Provided support for managers when dealing with difficult customers or resolving escalated issues.

Assistant Manager

Polo Ralph Lauren
Destin, FL
12.2015 - 04.2017
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Ensured compliance with safety regulations and company policies.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Resolved conflicts between team members in an effective manner.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Communicated regularly with customers to gain insights into their needs.
  • Created reports on sales trends, inventory levels, and financial data.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Education

Certificate - Broker

Load Training
Atlanta, GA
10-2021

Certificate - Dispatching Course

High Class Dispatching
Atlanta, GA
09-2021

Certificate Of Completion - CDL

KLLM Driving Academy
Jackson, MS
11-2020

High School Diploma -

Lawrence County High School
Monticello
05-2012

Some College (No Degree) - Business Administration and Management

Copiah-Lincoln Community College
Wesson, MS

Skills

  • Inbound call reception
  • Customer communications
  • Training and mentoring
  • Call quality
  • Quality assurance optimization
  • Account maintenance
  • Training experience
  • Performance monitoring
  • Telemarketing expertise
  • Typing 40-60 wpm
  • Professional phone voice
  • Goal orientation
  • Team development
  • Call center operations
  • Appointment setting
  • Data entry
  • Excellent customer service
  • B2B sales and customer service
  • Customer service and assistance
  • Friendly customer service
  • Commercial driving
  • Loading and unloading
  • DOT compliance
  • OTR driving

Timeline

Call Center Agent

Healthcare Services Group
01.2024 - 09.2024

Freight Dispatcher

IPW Dispatch
10.2021 - 12.2023

Independent Contractor

KLLM Transportation Services
11.2020 - 12.2022

Call Center Team Lead

Benjamin Franklin Plumbing
10.2018 - 09.2020

Call Center Trainer

One Hour Heating & Air/ Benjamin Franklin
05.2017 - 08.2017

Assistant Manager

Polo Ralph Lauren
12.2015 - 04.2017

Certificate - Broker

Load Training

Certificate - Dispatching Course

High Class Dispatching

Certificate Of Completion - CDL

KLLM Driving Academy

High School Diploma -

Lawrence County High School

Some College (No Degree) - Business Administration and Management

Copiah-Lincoln Community College

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KaDarra Johnson