Shana Johnson

Front-facing customer service supervisor, essentially the “face” of Kohl’s mentoring a team of up to 30 associates and working closely with a team of 6 managers.

Routinely fielding questions or comments from customers online, over the phone, or in-person and strive to resolve concerns in a single interaction to achieve a high-level of customer satisfaction.

This position requires closely listening to the customer in order to provide the needed and desired response. This is a self-motivated and multi-tasking position to efficiently provide quality service.

As a receptionist in a face-paced animal hospital, your daily responsibilities consisted of filing paperwork, filling prescriptions, directing up to 100 phone calls a day in a multi line system, booking appointments and keeping calm in emergency situations.

Beyond going over procedures, standard of care and taking bill payments, the role of a receptionist at the animal hospital was a delicate one.

Due to the sensitivity of daily situations, there's expectations to have the ability to build strong relationships with clients immediately.

It was very natural to be able to provide new and existing clients a great level of empathy, understanding and patience.

As a Customer Service Representative for eBay and American Express my primary role was to address customer concerns over a variety of situations and provide resolutions.

As a high performer with eBay I was invited to teach a class of 20 new hire students on policy, procedures and newly launched software. After moving to the call center floor I remained with my team for support, escalations and continued learning.

When the teaching role ended and I began the search for a greater opportunity for advancement, I found American Express. A fast paced, high intensity call center where your average phone call intake would exceed 100 a day.

My main priorities were assisting customers with their bills, understanding their statements, review fraudulent activity and dispute charges.