Najah Johnson
Golden Hands Home-care
Baltimore,MD
18
years of professional experience
Exceptional communication skills and a talent for effective and relationship-building stakeholder engagement. Advanced childhood education program management ability. Experience working with diverse elementary and middle-school-aged children. Measurable financial services expertise. Proven ability to navigate challenges and customer expectations efficiently.
Work History
Office Manager
1 Year 9 Months- Managed daily office operations, ensuring efficient scheduling, documentation, and client communication.
- Coordinated staff calendars, appointments, and service updates to support seamless home-care delivery.
- Oversaw billing, invoicing, and recordkeeping with strong accuracy and confidentiality.
- Supervised administrative workflows, improving turnaround time for client intake and paperwork processing.
Director
2 Years 2 Months- Created and implemented summer programming activities for youth aged 4-12
- Successfully engaged with thirty-five (35) students in an outdoor setting focusing on Social Emotional Learning and STEAM activities
- Managed a group of fifteen (15) local high-school and College students serving as activity leads and Counselors
Lead Coordinator & Teacher
5 Years 9 Months- Created, coordinated, and implemented before- and after School program
- Program supported out of school time for 50-100 students annually
- Led students in Arts activities including painting and beading
- Helped to grow program utilization by 20% year over year during tenure
Fraud Analyst
1 Year 3 Months- Performed complex judgmental reviews of high-risk banking activity to maximize approval of legitimate transactions
- Minimized client impact at the point of sale, identified fraudulent activity and restricted account activity, when necessary, to avoid further risks
- Provided clients with a personalized experience by helping them – through exceptional client care – navigating fraud/security events
- Trained clients - provided information on how to protect their information and avoid scams
Senior Customer Service Specialist
1 Year 10 Months- Provided customer solutions to moderately complex or escalated issues by providing seamless delivery of service, sales and/or fulfillment requests by answering calls, text messages or emails in a contact center environment
- Utilized knowledge of multiple products and services to deepen or retain relationships through service and sales
- Performed routine account-related transactions
- Resolved escalated issues by successfully navigating the organization to resolve customer requests, routed, maintained and tracked outstanding servicing requests and provided thorough follow up
Support Services Specialist II
1 Year 7 Months- Supported team of Home Services Specialists by performing activities including mailing packages, ordering third party requests, etc.
Collector II
2 Years 6 Months- Coordinated routine outbound and inbound calls at any stage of delinquency, up to and including Pre-Charge off and Recovery
- Contacted delinquent, charged-off, and high-risk customers in order to secure payment and determine reason for delinquency on active loan/credit card account
- Solved more complex billing problems and inquiries
- Negotiated more complex payment programs or arrangements with minimal guidance while staying within our compliance guidelines within Collections
Collector I
1 Year 8 Months- Followed routine inbound and outbound collections calling processes. Primary responsibilities included collections, customer servicing, submitting extension requests and other loss mitigation and recovery activities
- Contacted delinquent, charged-off, or high-risk customers in order to secure payment and determine reason for delinquency on active loan/credit card accounts
- Resolved routine billing inquiries and negotiated payment arrangements to cure delinquent accounts
- Educated customers on account terms; navigated a computerized data entry system and other relevant applications while staying within our regulatory and compliance guidelines within Collections.
Education
High School Diploma
Skills
Customer service
Office management
Organizational skills
Office administration
Timeline
Office Manager
Golden Hands Home-care
10.2024 - 07.2026Read More
Director
Peace Park Camp
06.2023 - 08.2025Read More
Lead Coordinator & Teacher
Learn and Play
09.2017 - 06.2023Read More
Fraud Analyst
Bank of America
09.2015 - 12.2016Read More
Senior Customer Service Specialist
Bank of America
11.2013 - 09.2015Read More
Support Services Specialist II
Bank of America
04.2012 - 11.2013Read More
Collector II
Bank of America
10.2009 - 04.2012Read More
Collector I
Bank of America
02.2008 - 10.2009Read More
Frederick Douglass High School
High School Diploma
Read More