MCKALIA JOHNSON
Garland,TX
Overview
10
10
years of professional experience
Work History
Contact Center Specialist
Baylor Scott & White Medical Center
12.2024 - Current
- Managed high-volume inbound calls, ensuring exceptional customer service and support to patients and families.
- Resolved patient inquiries by utilizing electronic health record systems for accurate information retrieval.
- Collaborated with healthcare teams to streamline appointment scheduling, enhancing patient experience.
- Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
- Reduced average call handling time with efficient problem-solving and clear communication skills.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Lead Dispatcher
Checksammy
10.2023 - 12.2024
- Developed and implemented efficient dispatching protocols, resulting in improved customer satisfaction scores.
- Researched alternative solutions when unexpected delays occurred due to traffic or weather conditions.
- Supervised scheduling of routes based on available resources while minimizing downtime.
- Dispatched emergency crews during critical situations requiring immediate attention from qualified personnel.
- Utilized advanced problem-solving skills to quickly resolve any issues that arose with customer orders.
- Prepared, updated and dispensed daily route schedule.
- Monitored routes and locations to verify timely services and accurate information.
Dispatcher
Checksammy
10.2022 - 10.2023
- Responded quickly to emergency situations involving drivers or vehicles.
- Proficiently used computer systems for data entry, tracking, and managing of driver information.
- Efficiently handled all incoming calls from customers inquiring about services or shipment status.
- Assigned loads to drivers based on designated routes and driver location.
- Maintained accurate records of dispatches, pickups, and deliveries.
- Successfully managed the scheduling of drivers' routes based on customer orders.
- Prepared, updated and dispensed daily route schedule.
- Monitored routes and locations to verify timely services and accurate information.
Success Manager
PICKUP
11.2019 - 10.2022
- Defined key success metrics aligned with company objectives and tracked performance against these metrics over time.
- Established effective communication protocols between departments, leading to increased collaboration among colleagues.
- Managed cross-functional teams to ensure efficient delivery of projects within established timelines.
- Facilitated weekly meetings with leadership team members to review progress on current projects.
- Served as escalation point for issues that impacted client's productivity and satisfaction.
- Resolved customer issues quickly and effectively while maintaining a high degree of customer satisfaction.
Risk Manager
Tmoblie
11.2015 - 11.2019
- Led risk assessment initiatives to identify vulnerabilities and mitigate potential impacts on operations.
- Streamlined reporting processes for risk assessments, improving accuracy and reducing response time to potential threats.
- Conducted regular audits of existing policies and procedures, ensuring their continued effectiveness in addressing organizational goals related to mitigating risks.
- Developed strong relationships with internal stakeholders, promoting a culture of risk awareness and accountability.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Trained employees on risk management best practices, empowering them to make informed decisions regarding potential risks.
Education
High School -
Bastrop High School
05.2012
Skills
- Problem Assessment
- Microsoft Excel
- Microsoft PowerPoint
- Active Listening
- Order Fulfillment
- Promotions and Marketing
- Cross-functional collaboration
- Third-party risk assessments
Timeline
Contact Center Specialist
Baylor Scott & White Medical Center
12.2024 - Current
Lead Dispatcher
Checksammy
10.2023 - 12.2024
Dispatcher
Checksammy
10.2022 - 10.2023
Success Manager
PICKUP
11.2019 - 10.2022
Risk Manager
Tmoblie
11.2015 - 11.2019
High School -
Bastrop High School
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