Summary
Overview
Work History
Education
Skills
Designations
Timeline
Generic

Shelley Johnson

Myrtle Beach,SC

Summary

Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.

Overview

25
25
years of professional experience

Work History

Service Coordinator II

Brock Cabinets
Myrtle Beach , SC
11.2021 - Current
  • Coordinated service schedules and appointments with clients.
  • Assisted with billing and invoicing for services rendered.
  • Managed scheduling of appointments and service calls to meet client needs.
  • Provided customer service to ensure client satisfaction.
  • Maintained accurate records of services provided for each client.
  • Handled incoming calls and inquiries from customers regarding services offered.
  • Researched, identified and resolved customer complaints in a timely manner.
  • Developed strategies for improving customer experience with the organization's services.
  • Analyzed data to identify trends in customer needs and preferences related to services offered.
  • Provided support to field technicians during service visits when necessary.
  • Worked closely with other departments within the company to ensure successful completion of projects.
  • Ensured compliance with all relevant regulations pertaining to service operations.
  • Monitored email and phone communication to provide prompt responses and solutions.
  • Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.

Auto Service Representative

GEICO
Stafford, VA
09.2018 - 09.2020
  • Document interactions with policyholder to ensure transparent and continuous customer service
  • Interact interally with other GEICO departments, to include but not limited Home Owners, Claims and Commercial Insurance, to resolve policyholder conflicts and insurance gaps
  • Works cohesively with teammates to complete tasks assigned by Management
  • Participate in Team Meetings, Focus Groups, and training opportunities to obtain a greater knowledge base to assist policyholders with any updates passed from various states Insurance Commisioners
  • Engage with Department of Motor Vehicles from various states, Reigstry of Motor Vehicles from various states, policyholders financial institutions, auto dealerships and other insurance companies to seamlessly assist GEICO policyholders with billing, coverage and other policy transactions
  • Provided excellent customer service by addressing customer needs in a timely fashion.
  • Resolved customer complaints promptly and efficiently.

Auto Sales Representative

GEICO
Stafford, VA
04.2018 - 08.2018
  • Prepared personalized insurance quotes for individuals inquiring about GEICO’s auto insurance policies
  • Sold policies that protect individuals from financial loss resulting from automobile accidents and casualties
  • Educated prospective customers on GEICO products, discussed the options with the potential customer and close the sale

Office Manager

Harbour Pointe Mechanical
Murrells Inlet , SC
01.2015 - 03.2018
  • Oversaw the work of all office employees to ensure work was productive and met deadlines and company standards
  • Monitored office supplies and ordered new stationery, furniture, appliances and electronics as required
  • Interviewed and trained new office employees and organized employment paperwork
  • Reported office progress to Senior Management and worked with them to improve office operations and procedures
  • Processed payments for work performed via telephone transaction
  • Scheduled technicians work day based on scope of work/emergencies
  • Tracked daily timesheets and submitted payroll hours ona weekly basis for 10 technicians
  • Compiled list of scheduled work for the following day and emailed to office staff for morning dispatch

Pre-Registration Supervisor

MCLEOD REGIONAL MEDICAL CENTER
Florence, SC
01.2014 - 12.2014
  • Supervised a staff of 10 Pre-Registration Associates for all hospital departments
  • Maintained effective and efficient systems and procedures to manage associate workload to minimize required overtime
  • Provided support to associates by taking supervisor calls as needed, answering associate questions, and taking calls when call volume exceeded normal

Financial Analyst

GEICO
Stafford, VA
02.2006 - 11.2013
  • Compiled, analyzed, and maintained department performance statistics on a daily, weekly, monthly, and yearly basis for all GEICO locations and sources of business (i.e
  • Auto Sales and Service, Homeowners Sales and Service, etc.)
  • Prepared reports to provide detailed information pertaining to the performance statistics for upper management
  • Analyzed statistics garnered from external and internal databases and provided upper management with analysis report
  • Compared state rates with various carriers and provided final recommendations on which carrier to partner with
  • Worked with Managers to draft and prepare a Departmental Business Plan
  • Reconciled test data and analyzed for accuracy of new business sales and policies
  • Extracted, transformed, and inputted data sets to create predictive models
  • Prepared cost-benefit analyses to determine funding benefits
  • Monitored budget and made determination if allocated funds were spent according to policy and prepared variance report based on findings

Sales Coach

GEICO
Stafford, VA
01.2000 - 01.2006
  • Analyzed all policies and procedures to ensure accuracy and validity after independent agents complete the policy sale process
  • Provided constructive feedback to agents on any errors contained in all new policies written
  • Selected to conduct interviews for potential candidates based on the ability to communicate efficiently and analyze pertinent information
  • Managed all new and renewed insurance licensure for agents to include scheduling of test dates and coordination of renewal
  • Acted in a leadership role for new employees by mentoring, preparing them to join the general agent population and by providing technical assistance for system access
  • Implemented projects to deliver business objectives resulting in revenue generation, cost savings, associate development, and communication efforts
  • Established business partnerships among internal and external departments improving communication
  • Coordinated project release content and schedules producing greater efficiency of project team
  • Notified proper personnel of any binding restrictions (due to natural disasters) that collaborative partners impose
  • Updated the sales procedures manual with all changes and revise the manual with new procedural updates as needed

Education

Bachelor of Science - Business Administration

Strayer University
Fredericksburg, VA
01.2010

Associates of Administration Services - Sciences and Business Administration

Germanna Community College
Fredericksburg, VA
01.1993

Skills

  • Service monitoring and evaluation
  • Notetaking and documentation
  • Ongoing client support
  • Detail orientation
  • MS office expertise
  • Team leadership
  • Goal setting
  • Telephone communication
  • Client advocacy
  • Customer expectation management
  • Meeting facilitation

Designations

  • Virginia Personal Lines Insurance License
  • Yellow Belt Certified in Lean Six Sigma

Timeline

Service Coordinator II

Brock Cabinets
11.2021 - Current

Auto Service Representative

GEICO
09.2018 - 09.2020

Auto Sales Representative

GEICO
04.2018 - 08.2018

Office Manager

Harbour Pointe Mechanical
01.2015 - 03.2018

Pre-Registration Supervisor

MCLEOD REGIONAL MEDICAL CENTER
01.2014 - 12.2014

Financial Analyst

GEICO
02.2006 - 11.2013

Sales Coach

GEICO
01.2000 - 01.2006

Bachelor of Science - Business Administration

Strayer University

Associates of Administration Services - Sciences and Business Administration

Germanna Community College

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Shelley Johnson