Ilesha Johnson
Marshall,Tx
Summary
Experienced Customer Service professional with years of proven ability in Reservations. Excellent planning and organizational skills with the ability to simultaneously prioritize and manage assignments. Strong demonstrated analytical, interpersonal, verbal and written communication skills. Able to understand and apply provisions of contracts. Ability to read and understand data and make complex deductions as well as make and exercise sound judgment in making decisions based on information that has been gathered, researched and reviewed. Communicate with all levels of management and union groups clearly and audibly, both orally and through written presentations. Strategically review policies and procedures and recommend changes based on best practices.
Overview
11
11
years of professional experience
Work History
Cashier
Grab And Go
Waskom, TX
04.2020 - 08.2021
- Helped customers complete purchases, locate items and join reward programs.
- Worked flexible schedule and extra shifts to meet business needs.
- Reviewed weekly sales ads and monitored price changes.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Collected and authorized payments of guests.
- Performed cash, card and check transactions to complete customer purchases.
- Greeted over 30 customers per day
Customer Service Representative
Informative Research
Irving, TX
02.2020 - 01.2021
- Responsible for responding to customer requests to complete credit report data verification.
- Research internet for documentation to assist with verification requests.
- Analyze credit files to determine cause of missing data or changes to credit data.
- Operation of proprietary systems, Office programs such as Outlook, word and excel.
- Safeguard sensitive consumer information at all times.
- Maintain goals for level 1 customer service (processing, QC and phone/communication goals).
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Reservation Agent
American Airlines, International Reservations
Fort Worth, TX
11.2015 - 03.2019
- Responsible for the management, response and fulfillment of customer service inquiries and issues (future, current or past date) via social platforms.
- Make real-time decisions within a high volume environment of social mentions, managing the customer in both private and public forums.
- Communicate heavily with all internal departments, to ensure accurate, valid and thoughtful results for the customer and the company.
- Makes and confirms domestic and international reservations for passengers on scheduled airline flights.
- Arranges reservations and routing changes (voluntary and involuntary) for passengers at request via incoming calls from passengers, ticket agents, and third party travel agencies using Transportation Security Administration requirements, established timetables, airport protocol, Web-Reference guides.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Analyzing information and evaluating results to choose the best solution and solve problems.
- Using relevant information and individual judgment to determine whether events or processes comply with established regulations, or standards.
Dispatcher
Mecca and Sons Trucking Co
09.2010 - 06.2013
- Develop delivery routes and maintain contact with drivers through the day.
- Collaborate with management to modify daily routes to accommodate the needs of the customers.
- Knowledge of AS400.
- Act as a communication through the two-way truck radio system and also answer incoming calls from drivers on the road.
- Cultivate strong relationships with drivers and customers to reduce the stress that comes in last minute.
- Monitor any sudden changes and road constructions issues and work with drivers to discover new routes.
Education
No Degree -
North Lake College
Irving, TX2016
Certification Nurse Assistant - Nursing
CentricnNursing Institute
Garland, TX05.2014
Certification - Medical Assisting
Kaplan College
Dallas, TX05.2010
Skills
- Inventory Stocking
- Cleaning and Sanitizing
- Shipment Procedures
- Customer Transactions
- Cash Register Operations
- Credits and Refunds
- Payment Processing
- Policies and Procedures
- Cash Handling
Timeline
Cashier
Grab And Go
04.2020 - 08.2021
Customer Service Representative
Informative Research
02.2020 - 01.2021
Reservation Agent
American Airlines, International Reservations
11.2015 - 03.2019
Dispatcher
Mecca and Sons Trucking Co
09.2010 - 06.2013
No Degree -
North Lake College
Certification Nurse Assistant - Nursing
CentricnNursing Institute
Certification - Medical Assisting
Kaplan College