Shana Johnson
Cyber Security
Richmond,VA
Summary
Dynamic professional with extensive experience in warehouse operations at Amazon, excelling in material handling and shipping. Proven ability to enhance efficiency and organization, achieving timely dispatch of orders. Strong problem-solving skills and a commitment to maintaining high standards of cleanliness and safety in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Warehouse Worker
Amazon
04.2023 - 03.2024
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
Banking Customer Service Representative
Wells Fargo, NA
08.2017 - 03.2023
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
- Streamlined customer service protocols, reducing wait times and improving service quality.
- Enhanced customer engagement by introducing loyalty program, rewarding long-term clients.
- Resolved customer complaints, restoring confidence in bank services and retaining valuable clients.
- Identified opportunities for cross-selling bank products, contributing to business growth.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Sales Manager
Connect Com BPO
01.2015 - 01.2017
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Online Customer Service Representative
TLK Group LLC
06.2014 - 11.2015
- Actively participated in quality assurance initiatives, providing valuable input on ways to further improve service delivery and overall customer satisfaction.
- Demonstrated adaptability by remaining proficient in using multiple customer service software tools and adapting to new systems as necessary.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Contributed to team success by consistently meeting or exceeding performance metrics for quality, productivity, and efficiency.
- Increased customer retention with empathetic communication and personalized solutions to problems.
After-School Program Leader
Boys and Girls Club
04.2008 - 08.2013
- Utilized creative problem-solving skills when faced with unexpected challenges or obstacles during program implementation.
- Scheduled mini-lessons, art projects, and unstructured playtime for school-age children.
- Achieved significant improvements in students' social skills through regular group activities and discussions.
- Ensured compliance with local regulations governing after-school programs by maintaining proper documentation regarding attendance records health information emergency contact forms.
Customer Service Representative
Macys Department Store
01.2006 - 01.2007
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Cyber Security
Old Dominion University
Norfolk, VA 05.2001 -
Cyber Security
Tidewater Community College
Norfolk, VA05-2024
Skills
Call center operations
Customer retention
Customer experience management
Online chat
Call handling
Record preparation
Teamwork
Problem-solving skills
Computer skills
Customer service
Microsoft office
Problem-solving
MS office
Problem-solving abilities
Understanding customer needs
Timeline
Warehouse Worker
Amazon
04.2023 - 03.2024
Banking Customer Service Representative
Wells Fargo, NA
08.2017 - 03.2023
Sales Manager
Connect Com BPO
01.2015 - 01.2017
Online Customer Service Representative
TLK Group LLC
06.2014 - 11.2015
After-School Program Leader
Boys and Girls Club
04.2008 - 08.2013
Customer Service Representative
Macys Department Store
01.2006 - 01.2007
Bachelor of Science - Cyber Security
Old Dominion University
05.2001 -
Cyber Security
Tidewater Community College
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