Shana Johnson
Henrico,Virginia
Summary
Service-minded customer service representative with experience as call center sales supervisor. Seven years of customer service and problem resolution. Assisted in overall achievement of improving both customer and team members experiences. Worked related collaboration with other team member and leaders to provide efficacy of products and services. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Wells Fargo Bank, N.A
08.2015 - 09.2022
- Represent the bank to customer, de-escalate and manage their complaint, offer financial option and resolution to their needs
- Collaborated and partner with leader and other team member to provide efficacy for sending out VCM emails, and, other services and products
- Monthly and quarterly CEM achievements
- Maintaining accounts
- Fulfilling request
- Follow company policy and practices.
- Managed sensitive customer data responsibly, adhering to privacy regulations and maintaining trust in the institution.
- Identified fraudulent activities, mitigating potential losses for the bank and customers.
- Implemented effective marketing strategies to promote the bank''s online services, driving adoption rates among existing customers.
- Educated customers on best practices for secure online banking, reducing instances of fraud.
- Fostered strong relationships with clients by providing personalized support tailored specifically to each individual''s needs.
- Facilitated seamless transitions during account openings or closures, ensuring a positive experience for clients during change periods.
- Collaborated with cross-functional teams to develop and implement new online banking features.
- Maintained up-to-date knowledge of industry trends and emerging technologies in order to provide informed recommendations for product updates or enhancements.
- Designed and maintained financial models to identify and measure risks.
- Conducted financial due diligence on potential investments and acquisitions.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Created and managed financial models to evaluate corporate investments and acquisitions.
Customer Service Manager
Connect Com PBO
05.2013 - 06.2015
- Minimizing staff absence and attrition
- Working with management to identify the root of a problems and solutions
- Acting as a role model for other member of staff
- Developing customer service personnel to their fullest potential
- Approachable, supportive and willing to assist
- Knowledge of products and services
- Communicating information orally and in writing
- Follow company polices, and procedures.
Sales Representatives
TLK
01.2012 - 01.2013
- Sales of Cable and internet products
- Customer satisfaction
- De-escalate problem
- Increase sale services and goods.
Education
Associate of Applied Science - Cybersecurity
Tidewater Community College
05.2024
No Degree - Licensed Nail Techinan
LLB Beauty Academy
01.2021
Skills
- Call Handling
- Building Rapport
- Team Management
- Communication Skills
- Customer Satisfaction
- Mentoring and training
- Regulatory Compliance
- Data Entry
- Processing routine to complex problem
- Account Maintenance
Call center experience
Computer Proficiency
Conflict Resolution
Money handling abilities
Complaint Handling
Microsoft Excel
Complaint resolution
Payment Processing
Client Relations
Customer satisfaction measurement
Professional telephone demeanor
Call Center Operations
Microsoft Outlook
Scheduling
Follow-up skills
Paperwork Processing
Appointment Scheduling
Team Development
Documentation
Microsoft PowerPoint
Microsoft Office Suite
Data Collection
Awards
WFVC 3rd Quarter, 2016 Balanced Banker Award
References
- Anthony Weaver, Supervisor, Wells Fargo Bank, (804)461-1185
- Dominique Mayton, Protect Manager, Connect Com BPO, Phone number upon request
Timeline
Customer Service Representative
Wells Fargo Bank, N.A
08.2015 - 09.2022
Customer Service Manager
Connect Com PBO
05.2013 - 06.2015
Sales Representatives
TLK
01.2012 - 01.2013
Associate of Applied Science - Cybersecurity
Tidewater Community College
No Degree - Licensed Nail Techinan
LLB Beauty Academy
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