Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Neisha JOhnson

Yukon,OK

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills, setting new goals, being organized and growing in any position I am put in.

Overview

10
10
years of professional experience

Work History

Contact Center Team Lead

Loves Travel Stop
Oklahoma City, OK
09.2020 - Current
  • Monitored call queues to ensure efficient customer service operations.
  • Conducted regular coaching sessions with team members to improve customer service skills.
  • Maintained daily records of team performance, attendance, and customer feedback.
  • Developed strategies to increase customer satisfaction ratings and reduce call abandonment rates.
  • Resolved escalated customer inquiries in a timely manner.
  • Collaborated with other departments to resolve customer issues quickly and efficiently.
  • Created reports summarizing key performance metrics such as average handle time, first call resolution rate.
  • Mentored new hires during onboarding process by providing guidance on job duties and expectations.

Retention Specialist

Cox Communications
Oklahoma City, OK
07.2014 - 06.2020
  • Answered inbound calls from customer wanting to cancel services
  • Went over bills and collection notices
  • Troubleshooting cable boxes, internet, and phone lines
  • Startup new customer accounts

Education

Associate of Business Administration -

Vatterott College - Oklahoma City
Oklahoma City, OK
06-2006

Diploma -

Douglass High School
Oklahoma City, OK
05-1997

Some College (No Degree) - Basic Courses

Langston University
Langston, OK

Skills

  • Call Monitoring
  • Team Motivation
  • Coaching and Mentoring
  • Leadership
  • Active Listening
  • Critical Thinking
  • Multi-tasking
  • Excellent Customer Service Skills
  • Computer Skills
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook, Teams, Maddenco/Tableu, SF, Calabrio

Accomplishments

  • Love's University Completion
  • Pathfinder: A Program for Team Leaders

Timeline

Contact Center Team Lead

Loves Travel Stop
09.2020 - Current

Retention Specialist

Cox Communications
07.2014 - 06.2020

Associate of Business Administration -

Vatterott College - Oklahoma City

Diploma -

Douglass High School

Some College (No Degree) - Basic Courses

Langston University

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Neisha JOhnson