Shakima Johnson
Las Vegas
Summary
Detail-oriented customer care advocate with a strong focus on relationship building and critical thinking. Adept at resolving inquiries through effective communication and collaboration, ensuring timely solutions that significantly enhance customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Foundever
04.2024 - Current
- Resolved customer inquiries via phone efficiently.
- Documented customer interactions accurately in CRM system to enhance service quality.
- Collaborated with teams to identify recurring issues and propose solutions.
- Provided timely support for claims processing, enhancing customer satisfaction and retention.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
Customer Care Representative
Conduent
01.2023 - 04.2023
- Provided support during open enrollment periods, addressing employee inquiries and facilitating decision-making.
- Administered employee benefits programs, ensuring compliance with regulations and company policies.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Ensured timely communication of policy changes to employees, fostering transparency and understanding.
- Maintained accurate records of employee benefit enrollments and changes within HR systems.
Customer Care Advocate
ZipRecruiter
02.2021 - 03.2023
- Resolved customer inquiries through multiple channels, ensuring prompt and effective solutions.
- Utilized CRM software to track interactions and manage customer accounts efficiently.
- Collaborated with cross-functional teams to improve service delivery and enhance customer experiences.
- Assisted in developing training materials for new team members, fostering knowledge sharing.
- Implemented best practices for handling escalated issues, reducing resolution time significantly.
- Enhanced company reputation through exceptional customer service and follow-up on inquiries.
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
Customer Support Specialist
Telus International
04.2016 - 02.2019
- Resolved technical issues through troubleshooting and effective communication with customers.
- Developed comprehensive documentation for troubleshooting procedures and FAQs, improving knowledge sharing.
- Mentored junior team members on best practices in customer interaction and technical problem-solving.
- Analyzed customer feedback to identify trends, informing product development and support strategies.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
- Identified potential software or hardware issues through diligent monitoring of client systems for optimal functioning.
- With exceptional attention to detail, identified recurring issues allowing the company to address underlying causes proactively.
- Enhanced customer satisfaction by efficiently resolving technical issues and addressing inquiries.
- By continuously updating personal knowledge of industry trends, provided relevant solutions tailored to clients'' needs.
Education
GED -
Los Angeles Job Corps
Los Angeles, CA06-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- CRM software proficiency
- Research
- Live chat support
- Technical support
- De-escalation techniques
Languages
French
Native or Bilingual
Timeline
Customer Service Representative
Foundever
04.2024 - Current
Customer Care Representative
Conduent
01.2023 - 04.2023
Customer Care Advocate
ZipRecruiter
02.2021 - 03.2023
Customer Support Specialist
Telus International
04.2016 - 02.2019
GED -
Los Angeles Job Corps