Lakesha Johnson
Tampa,FL
Summary
Results-driven professional with extensive experience in customer service and insurance. Strong skills in negotiation, complaint resolution, and collaboration. Committed to fostering customer loyalty and delivering exceptional service outcomes.
Overview
24
24
years of professional experience
Work History
Member Retention Specialist
USAA
Tampa, FL
03.2024 - Current
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Educated customers on new products and services to enhance their experience.
- Negotiated with customers to achieve mutually beneficial resolutions.
- Engaged in training sessions to learn best practices for customer support.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
- Developed creative solutions for unique customer circumstances to ensure satisfaction.
Insurance Agent
USAA
Tampa, FL
05.2018 - 03.2024
- Assisted clients in selecting appropriate insurance coverage options.
- Conducted policy reviews to ensure compliance with regulations and client needs.
- Participated in team meetings to discuss strategies for improving client engagement.
- Educated customers on maintaining adequate insurance coverage to enhance their financial security.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Responded to customer inquiries and problems to promote great service.
- Engaged customers by clearly explaining details about documents, ensuring understanding and satisfaction.
- Resolved client inquiries promptly, ensuring a high level of customer service.
- Developed marketing materials that effectively promoted insurance products within the community, increasing awareness.
Customer Service Representative
Alorica
Tampa, FL
02.2002 - 05.2018
- Managed high call volumes, delivering timely support and improving customer experience.
- Provided prompt customer service, effectively resolving complaints and contributing to overall customer retention.
- Resolved customer complaints using effective communication and problem-solving, enhancing customer satisfaction.
- Educated customers on product features and benefits to enhance satisfaction.
- Trained new staff on customer service protocols and company policies.
Education
Bachelor of Arts - Fashion Design
Sanford–Brown
Tampa, FL06-2016
Skills
- Customer relationship management
- Customer retention
- Customer satisfaction
- Complaint resolution
- Negotiation skills
- Product knowledge
Timeline
Member Retention Specialist
USAA
03.2024 - Current
Insurance Agent
USAA
05.2018 - 03.2024
Customer Service Representative
Alorica
02.2002 - 05.2018
Bachelor of Arts - Fashion Design
Sanford–Brown