Summary
Overview
Work History
Education
Skills
Personaldevelopment
Personal Information
Languages
Timeline
Generic

Nafesha Johnson

Barrington,NJ

Summary

Dedicated and compassionate professional with extensive experience in customer service roles. Demonstrates superior communication, problem-solving, and accuracy skills, ensuring high-quality support and satisfaction for clients. Known for a keen eye for detail and a commitment to maintaining high standards, I am passionate about providing extraordinary service and connecting with customers. I am eager to leverage my experience to contribute to the success of your organization.

Overview

14
14
years of professional experience

Work History

Student Loan Specialist

Discover Bank
06.2023 - Current
  • Managed student loan inquiries and provided assistance to borrowers in a timely and professional manner
  • Conducted thorough research and analysis of loan accounts, ensuring accuracy and resolving any discrepancies
  • Developed and implemented strategies to help borrowers with repayment options and financial planning
  • Collaborated with a team of loan specialists to meet departmental goals and improve customer satisfaction
  • Proficient in monitoring and updating loan accounts, including processing payments and calculating interest
  • Skilled in performing loan servicing tasks, such as loan consolidation, deferment, and forbearance processing
  • Completed student loan applications over the phone or online or via chat channels
  • Worked in call center environment handling manual and automatically dialed outbound calls.

1st Party Collections Agent

MRS BPO LLC
03.2023 - 06.2023
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
  • Counseled debtors on payment options and arranged installment agreements
  • Negotiated to collect balance in full
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations
  • Processed payments and applied to customer balances
  • Managed past due collection calls, skip tracing, outside collections agency coordination, and litigation activities
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Educated customers about billing, payment processing, and support policies and procedures
  • Utilized strong communication skills to effectively liaise with customers, fostering positive relationships and resolving payment issues promptly
  • Successfully managed a portfolio of over 500 customer accounts, achieving an average collection rate of 90%.

Treatment Associate

NEW HOPE FOUNDATION
01.2022 - 03.2023
  • Developed and implemented client assessment tools to streamline the intake process
  • Checking in clients when they arrive and notifying the correct treatment team to ensure client set-up is complete
  • Led a team of intake specialists, providing training and support to ensure efficiency
  • Conducted comprehensive client intake assessments and gathered relevant information for case management
  • Assisted clients in completing necessary paperwork and explained program requirements and available services
  • Proficient in handling incoming calls and resolving customer queries and complaints
  • Completing full-body searches on clients to ensure no paraphernalia or prohibited items are entering into the facility
  • Taking inventory of all items client brings into the program
  • Any cash was counted, noted on a payment receipt, and sent to the safe in our Business department.
  • Electronics were notated with a receipt and locked away with counselors
  • Completing hourly room checks and 15-minute room checks in clients that were deemed severely medically ill or at risk of self-injury
  • Assisting nurses with medical passes at designated times and locations
  • Ensuring all clients received and signed off on their consent forms and facility handbook within 72 hours of entering treatment.
  • Contact Modivcare to ensure accurate scheduling and assigning of drivers to pickup clients and take them home or to a halfway house following completion of our program.
  • Keep accurate updates on drivers and their ETAs, properly document successful pickups, and reschedule pickups if drivers do not show up.
  • If a failed pickup occurs from Modivcare, we will pay for taxis or assist in driving the client home or to the halfway house ourselves.

Overnight Stocker

WALMART
07.2021 - 01.2022
  • Pack new freight for store
  • Straighten and organize store departments for store opening
  • Put out holiday and seasonal displays
  • Responded to customer queries and complaints regarding stock and merchandise to resolve issues and increase satisfaction
  • Inspected floor displays, noted missing items, and immediately replenished merchandise
  • Stocked shelves to match planogram images and instructions
  • Inspected inventory to identify shortages and maintain consistent inventory.

Quality Assurance Inspector

Excelsior Medical
03.2015 - 06.2021
  • Developed and implemented quality control procedures to improve product consistency and reduce defects
  • Proficient in using various inspection tools and equipment to evaluate product quality
  • Wrote and maintained detailed internal documentation on develop systems
  • Mentored and coached new team members on QA topics and strategies
  • Created and achieved product quality objectives and met product specifications
  • Organized and maintained work environment to allow for maximum productivity
  • Kept optimal quality levels, prevent critical errors, and support team performance targets
  • Conducting physical inspections of products during the manufacturing phases to ensure quality standards are met before packaging and shipping out final products.

Customer Service Associate Cashier

SHOPRITE
08.2012 - 03.2015
  • Responded to customer calls and emails to answer questions about products and services
  • Provided customer feedback to management and identified areas of improvement for products and services
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance
  • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor
  • Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance
  • Mentored new team members on POS system operation, customer service strategies, and sales goals
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff
  • Worked with POS system to place orders, manage bills, and handle complimentary items.

Waitstaff

Seabrook
10.2010 - 07.2012
  • Seated customers in a timely manner by managing reservations and waitlists skillfully
  • Explained menu items and suggested appropriate options for food allergy concerns
  • Set up dining room to promote welcoming environment and meet or exceed hospitality and service standards
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.

Education

No Degree - Business Administration

Brookdale Community College
Lincroft, NJ

High School Diploma -

Neptune High School
Neptune City, NJ
06.2012

Skills

  • Quality Assurance
  • Error Identification
  • Time Management
  • Data Integrity
  • Incident Reporting
  • Emergency Response
  • Customer Service Management
  • Computer Skills
  • Attention to Detail

Personaldevelopment

To satisfy my curiosity as of now, I am currently enrolled in a medical billing and coding class that is online so I may be certified when I'm finished in exactly 6 months. I am also learning Japanese and will be enrolling in a bachelors program for Asian studies.

Personal Information

Title: Universal Customer Representative

Languages

Japanese
Elementary

Timeline

Student Loan Specialist

Discover Bank
06.2023 - Current

1st Party Collections Agent

MRS BPO LLC
03.2023 - 06.2023

Treatment Associate

NEW HOPE FOUNDATION
01.2022 - 03.2023

Overnight Stocker

WALMART
07.2021 - 01.2022

Quality Assurance Inspector

Excelsior Medical
03.2015 - 06.2021

Customer Service Associate Cashier

SHOPRITE
08.2012 - 03.2015

Waitstaff

Seabrook
10.2010 - 07.2012

No Degree - Business Administration

Brookdale Community College

High School Diploma -

Neptune High School

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Nafesha Johnson