Shamonque Johnson
Houston,TX
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Funding Specialist
Express Employment Professionals/ Volkswagen
04.2023 - 01.2025
- Audits contract documentation for compliance and accuracy. Ensures that contract structure and dealership advance is consistent with credit approval and company financing guidelines.
- Analyze contract terms to verify federal regulation compliance and state specific regulation using Salesforce.
- Handle regional queue and direct calls assisting dealers with questions regarding contract errors.
- Used Salesforce and L.O.S systems to provide services for dealer.
- Reviewed funding delay with dealer, regarding issue with contract and other documentation.
- Worked with credit team to insure dealers are using proper rates for structuring contracts.
- Taking over 30 inbound calls from dealership over the U.S
- Knowledge of all states regulation for compliance with vehicle funding.
Customer Care Representative
Enterprise Logic LLC./Texas Children's
01.2024 - 04.2024
- Answer incoming calls and make outbound calls to customers with queries related to their appointments..
- Accurately document all calls using Epic Systems, a patient record management system used in many healthcare facilities.
- Provide information to customers regarding their appointments, including location, date, time, and phone numbers.
- Assist customers in rescheduling or cancelling appointments as necessary.
- Direct customers to the appropriate department or healthcare provider if needed..
- Collect and document patient demographic information, medical history, and insurance information.
- Schedule appointments and perform patient registration procedures per department processes.
- Ensure that patients are properly registered for their appointments and that all necessary paperwork is completed.
- Contact patients prior to their appointments to confirm the date, time, and location.
- Verify patient demographic and insurance information to ensure that billing and reimbursement are processed accurately.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Consumer Document Specialist
Vroom
04.2021 - 08.2023
- Organize customer information in a customer's file for efficient processing through the funnel
- Manage a pipeline of open contracts pending funding from our external lender partners
- Efficiently QA and verify a deals readiness for the shipping process
- Review and verify sensitive materials such as a driver's license, auto insurance, and vehicle titles
- Quality assures the structure and configuration of consumer contracts when they sell or purchase a vehicle with Vroom
- Confidentiality manages, analyze, and process customers' credit applications, ensuring accuracy of customer data, and adherence to Vroom's processing policies
- Assist customers with their questions related to their contracts or the overall process
- Own consistent follow ups on pending transactions
- Must be able to educate customers on financial products and processes
- Handle customer escalations with the ability to de-escalate issues
- Provide exceptional service to our customers
- Ambiguous mindset towards cross functionally learning multiple processes outside of your own
- Managed high volumes of documents efficiently, prioritizing tasks according to deadlines and project requirements.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Ensured compliance with company policies and industry standards, maintaining meticulous attention to detail in all document-related tasks.
- Reduced errors in documentation by conducting thorough quality checks and proofreading tasks prior to submission.
- Utilized salesforce to scan and clean up project documents.
Litigation/Customer Service Representative
Primary Services/Archer Systems
09.2019 - 02.2020
- Collection customer information
- Receiving inbound and Outbound calls
- Inputting data into Excel Spread sheets
- Checking on medical record statutes and placing medical record orders
- Responding promptly to claimant inquiries.
- Communicating with claimants through various channels
- Receiving and sending Emails.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded proactively and positively to rapid change.
Litigation Support/Record Solutions Specialists
The Marker Group
09.2018 - 08.2019
- Responsible for providing detail support to Record Production Manager.
- Assisted in allocation of case and workload.
- Followed up for missing records via email and via phone.
- Maintain prior and current Production and Solutions Specialists protocols and procedures.
- Managed E-Customer Services and Request center emails.
- Accurately processed records to be uploaded onto company domain portal for attorney review.
- Perform data entry.
- Sort and distribute incoming mail.
- Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and personal computers.
- Reviewing paper records and correspondence.
- Data mining, research and problem solving.
Mail Clerk
Alight Solutions
09.2016 - 08.2018
- Process outgoing mail.
- Metered outgoing mail for same day and next day air.
- Process mail on Gunther machine, insert papers folds and stuff papers in envelopes and dates the outgoing mail place in trays to go out.
- Print and sort mail for special projects.
- Scan mail into database.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Contributed to a positive work environment through maintaining a clean, organized, and safety-compliant mailroom facility.
- Processed and organized incoming mail for distribution to appropriate departments.
- Managed high-volume mail periods effectively, ensuring that all incoming and outgoing items were processed in a timely manner.
- Demonstrated excellent attention to detail while inspecting packages for damage or improper labeling before sending them out for delivery.
- Managed scheduling for peak mail periods, ensuring staffing levels met demand.
- Improved mail sorting accuracy, reducing misdirected packages and letters.
- Collaborated with other departments when necessary to resolve any discrepancies or issues related to incoming or outgoing mail items.
Call Center Representative
Auto Loop/Staff
05.2016 - 07.2016
- TX Call Center Rep-(Temp)
- Taking incoming call for auto loop dealerships.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Scheduling customer appointment for different maintenance issues.
- Provide great customer service
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Sending and receiving emails.
- Transforming important requested calls over to dealership.
- Investigated and resolved customer inquiries and complaints quickly.
- Scheduling appointment with different dealership throughout the United States.
Mail Clerk
American General/Canon Solutions America
08.2014 - 05.2016
- Process incoming and outgoing mail, input packages into send suite PB tracking system through Pitney Bowes, deliver packages to all employees in building.
- Worked the Connect plus Meter machine, DM 9 machine as well.
- Maintained a well-organized mailroom, ensuring easy access to materials and efficient workflow for staff members.
- Tracked outgoing mail to provide accurate customer updates.
- Answers to outlook emails and as knowledge of Microsoft Word, PowerPoint and Excel.
- Used machines to sort prepare mail for distribution.
- Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip cod
- Hand sort letter as necessary.
- Prepare mail to be loaded onto carrier truck.
- Load postal trucks and ensure parcels are packed in delivery route order.
- Load and operate mail processing, sorting and canceling machinery.
- Receptionist, answering incoming calls, transferring calls, sending emails, signing in guests, booking conference rooms, filing paperwork, sending and receiving emails.
- Processed and organized incoming mail for distribution to appropriate departments.
Education
High School Diploma -
Spring Woods High School
Houston, TX05.2007
Skills
- Detail-oriented data management
- Client support
- Skilled in Microsoft Works
- Experienced in Salesforce
- Skilled in document formatting using MS Word
- Advanced Excel skills
- Multitasking
- Documentation review
- Loan origination
Timeline
Customer Care Representative
Enterprise Logic LLC./Texas Children's
01.2024 - 04.2024
Funding Specialist
Express Employment Professionals/ Volkswagen
04.2023 - 01.2025
Consumer Document Specialist
Vroom
04.2021 - 08.2023
Litigation/Customer Service Representative
Primary Services/Archer Systems
09.2019 - 02.2020
Litigation Support/Record Solutions Specialists
The Marker Group
09.2018 - 08.2019
Mail Clerk
Alight Solutions
09.2016 - 08.2018
Call Center Representative
Auto Loop/Staff
05.2016 - 07.2016
Mail Clerk
American General/Canon Solutions America
08.2014 - 05.2016
High School Diploma -
Spring Woods High School
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