Nafesha Johnson
Blackwood,NJ
Summary
Dynamic customer service professional with a proven track record of delivering exceptional support while maintaining a strong focus on client satisfaction. Expertise in effective communication, problem-solving, and multitasking within fast-paced environments, adept at handling sensitive situations with empathy and integrity. Proficient in navigating virtual systems and managing complex tasks, ensuring reliable assistance from initiation to resolution. Committed to fostering positive relationships and enhancing the overall customer experience through dedicated service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Behavioral Health Technician
Legacy Healing Center
04.2025 - Current
- Supported patients in recovery by monitoring behavior and providing emotional support.
- Documented patient interactions and reported concerns to clinical staff.
- Assisted with daily activities and ensured a safe, therapeutic environment.
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Conducted client rounds to check on residents.
Temp Scheduling Coordinator - Automotive Repairs
Penske Automotive Group
12.2024 - 04.2025
- Coordinated repair appointments and communicated with customers regarding service timelines.
- Managed scheduling software and ensured accurate documentation of service requests.
- Resolved scheduling conflicts and maintained high customer satisfaction.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
Medicare Sales Representative - Temp UHC
UnitedHealthcare
09.2024 - 12.2024
- Provided Medicare plan information and enrollment assistance to eligible individuals.
- Handled inbound and outbound calls, ensuring compliance with CMS regulations.
- Maintained accurate records in CRM systems and followed up on leads.
- Provided exceptional customer service during annual enrollment periods, assisting clients with plan changes or updates as needed.
- Increased sales revenue by consistently meeting and exceeding monthly targets for new enrollments.
Credit Card Specialist
Discover
06.2023 - 08.2024
- Provided excellent customer service by responding to customer inquiries in a timely manner via phone and email.
- Monitored daily activities related to the opening and closing of accounts, chargebacks, refunds and other transactions.
- Consulted with customers to resolve complaints and verified financial and credit transactions.
- Maintained knowledge of current promotions and products to inform customers as needed.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Assessed customer needs, processed payments, and answered questions regarding billing issues.
- Issued credits or refunds as appropriate while adhering to established guidelines.
- Monitored account activity to detect any suspicious or fraudulent behavior.
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
Treatment Associate
New Hope Foundation
01.2022 - 03.2023
- Created positive relationships with clients through active listening and empathy building exercises.
- Prepared charts and pre-admission consent forms.
- Supported clients in identifying their triggers for substance use disorders and implementing strategies to reduce risk of relapse.
- Assisted patients in completing new patient health history forms.
- Used medical or administrative knowledge to explain policies, procedures and services to patients.
- Encouraged clients to take an active role in their own recovery process by setting attainable goals.
- Transported clients to and from medical, mental health and other appointments.
- Provided compassionate care and emotional support to patients and their families during treatment sessions, fostering trust and rapport.
Overnight Stocker
Walmart
07.2021 - 01.2022
- Build special displays for promotional items.
- Maintained supplies, tools, equipment, and storage areas to ensure compliance with safety regulations.
- Referred to price lists to attach and change price tags on merchandise.
- Greeted customers warmly upon entry into the store.
- Accurately and efficiently stocked shelves with merchandise, ensuring proper product placement and rotation.
- Disposed of damaged or defective items.
- Recommended disposal of excess, defective, and obsolete stock.
- Packed customer purchases in bags and cartons.
Quality Assurance Inspector (QA Inspector)
Excelsior Medical
03.2015 - 07.2021
- Implemented process improvements based on identified areas of opportunity within the Quality Control function.
- Analyzed data from inspection activities to identify trends in product quality.
- Conducted tests on materials, components and finished goods to verify quality specifications.
- Compared colors, shapes, textures and grades of products and materials with color charts, templates, and samples to verify conformance to standards.
- Marked items with grade or acceptance-rejection status.
- Performed detailed inspections of products to ensure compliance with company standards and regulations.
- Removed defects, such as chips, burrs, and lap corroded and pitted surfaces.
- Developed detailed reports to document quality control findings.
- Collected and selected samples for testing and for use as models. Documented non-conforming items and communicated findings with appropriate departments for corrective action.
Cashier
Shoprite
08.2012 - 03.2015
- Processed high volumes of transactions with accuracy and efficiency, maintaining strong customer satisfaction.
- Resolved customer issues tactfully, often achieving one-call resolution.
Education
Bachelor of Applied Arts and Science - East Asian Studies
University of Maryland GC
Adelphi, MD12.2026
Associates of General Studies - undefined
University of Maryland GC
Adelphi, MD12.2025
HS Diploma - undefined
Neptune High School
Neptune, NJ06.2012
Skills
- Customer satisfaction focus
- Proficient time management
- Accurate typing speed of 45-55 WPM
- Clear and concise communication
- Effective issue resolution skills
- CRM system management
- Critical analysis skills
- Inspection and compliance specialist
Certification
Life and Health License
Timeline
Behavioral Health Technician
Legacy Healing Center
04.2025 - Current
Temp Scheduling Coordinator - Automotive Repairs
Penske Automotive Group
12.2024 - 04.2025
Medicare Sales Representative - Temp UHC
UnitedHealthcare
09.2024 - 12.2024
Credit Card Specialist
Discover
06.2023 - 08.2024
Treatment Associate
New Hope Foundation
01.2022 - 03.2023
Overnight Stocker
Walmart
07.2021 - 01.2022
Quality Assurance Inspector (QA Inspector)
Excelsior Medical
03.2015 - 07.2021
Cashier
Shoprite
08.2012 - 03.2015
Associates of General Studies - undefined
University of Maryland GC
HS Diploma - undefined
Neptune High School
Bachelor of Applied Arts and Science - East Asian Studies
University of Maryland GC
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