Shakia Johnson
North Chesterfield ,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
PCA
Care Advantage, Inc.
09.2023 - 03.2024
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
- Developed strong relationships with patients'' families to provide updates on progress and address concerns collaboratively.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Facilitated meal planning, preparation, feeding assistance as needed while adhering to specific dietary restrictions or requirements.
- Enhanced patient mobility by assisting with transfers, ambulation, and range of motion exercises.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Provided respite care for family caregivers, allowing them to rest and recharge while ensuring the continued well-being of their loved one.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
Customer Service Representative
GFL Environmental
04.2022 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Customer Service Representative
Alliance Insurance Agency Of Mankato
02.2022 - 04.2022
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
Customer Service Representative
UPS Freight
09.2020 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled account payments and provided information regarding outstanding balances.
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Scheduled Pick ups and Deliveries
- Ran Rate Quotes for all customers
Lead Teacher
Class A Performing Arts
01.2011 - 03.2021
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
- Organized rooms in line with current educational thinking to maximize educational opportunities for students.
- Worked one-on-one with students and student teachers to increase overall classroom success.
- Organized field trips that enriched classroom learning experiences by connecting students with real-world applications of course concepts.
- Facilitated peer-to-peer learning opportunities within the classroom environment increasing collaboration among students and deepening understanding of material.
- Conducted ongoing assessments to monitor student progress and inform instructional adjustments.
- Helped students explore concepts with engaging, learning-focused activities.
Education
High School Diploma -
Monacan High School
11501 Smoketree Dr, Richmond VA 06.2012
Skills
Personal Hygiene Assistance
Behavioral Management
Emotional Support
Dementia Care
Timeline
PCA
Care Advantage, Inc.
09.2023 - 03.2024
Customer Service Representative
GFL Environmental
04.2022 - 12.2022
Customer Service Representative
Alliance Insurance Agency Of Mankato
02.2022 - 04.2022
Customer Service Representative
UPS Freight
09.2020 - 04.2021
Lead Teacher
Class A Performing Arts
01.2011 - 03.2021
High School Diploma -
Monacan High School
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