LASHONDA JOHNSON
BEDFORD
Summary
Customer Service professional with extensive expertise in conflict resolution and time management, leveraging 16+ years of experience to enhance customer satisfaction and streamline operations. Demonstrates a strong ability to implement innovative sales techniques and inventory management strategies, ensuring efficient service delivery and customer retention.
Overview
16
16
years of professional experience
1
1
Certification
Work History
FRONT END ASSOCIATE
Spec's
09.2022 - Current
- Train cashiers to enhance efficiency and accuracy at Spec's
- Manage product orders, ensuring timely restocking and availability
- Oversee merchandise shipping and receiving for seamless operations
- Balance tills daily, ensuring accurate financial reporting and accountability
- Implement effective upselling techniques, boosting sales
CUSTOMER SERVICE
Penny Mac
01.2016 - 04.2022
- Proactively address customer inquiries, resolving issues promptly to ensure satisfaction
- Guided customers in resolving escrow discrepancies, enhancing online navigation skills
- Supported homeowners in PMI and MIP removal, ensuring seamless auto-payment setups
- Facilitated website navigation and payment processes, improving customer satisfaction
- Resolved complex customer inquiries, enhancing satisfaction rates
CUSTOMER SERVICE
Covel
08.2014 - 10.2015
- Collaborated with team members to ensure seamless customer service experiences.
- Resolved customer service escalations to promote mutually beneficial outcomes.
- Provided exceptional customer service by addressing concerns promptly and professionally.
- Elevated customer satisfaction by optimizing customer service communication protocols.
2ND LEVEL ASSOCIATE
Bank of America
11.2008 - 04.2014
- Handled calls and emails to secure mediation approvals, enhancing process efficiency
- Coordinated with claims adjusters to ensure timely escalation and resolution of issues
- Improved communication channels, resulting in faster mediation authorization
- Streamlined referral processes, contributing to a more efficient workflow
- Streamlined mediation approval process, reducing turnaround time and enhancing overall efficiency in claims resolution
- Managed escrow accounts, ensuring accurate tax and insurance payments
- Provided detailed breakdowns for payment adjustments, enhancing client understanding
- Updated tax bills and insurance amounts, maintaining compliance and accuracy
- Resolved discrepancies in escrow balances, improving financial accuracy
- Collaborated with teams to streamline payment processes, boosting efficiency
Education
Conerstone Christian
Remote 02.2025
Skills
- Conflict Resolution
- Time Management
- Team Collaboration
- Problem Solving
- Sales Techniques
- Inventory Management
- Customer Retention
Certification
TABC Licensed Life Insurance
Languages
English
Timeline
FRONT END ASSOCIATE
Spec's
09.2022 - Current
CUSTOMER SERVICE
Penny Mac
01.2016 - 04.2022
CUSTOMER SERVICE
Covel
08.2014 - 10.2015
2ND LEVEL ASSOCIATE
Bank of America
11.2008 - 04.2014
Conerstone Christian
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