Shanecia Johnson
Cordova,TN
Summary
- Designing and implementing training programs for quality standards
Proven track record in identifying areas for improvement and developing innovative solutions to drive organizational efficiency.
Overview
10
10
years of professional experience
Work History
Operations Manager
Concentrix
11.2020 - 06.2024
- Streamlined operational processes by identifying bottlenecks and implementing targeted solutions.
- Conducted process audits to identify areas for improvement and implemented best practices.
- Reviewed financial reports, identified cost trends, and adjusted operational strategies accordingly.
- Conducted market analysis for informed decision-making and resource allocation.
Customer Account Manager
Connection Point
10.2017 - 01.2020
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
Account Specialist
Crisp Connections
01.2014 - 10.2017
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Resolved complex billing and payment issues for balanced, accurate accounts.
Education
Psychology - Communications
Liberty University
Lynchburg, VAAssociates - Business Administration
Southwest Tennessee Community College
Memphis 05.2015
Skills
attention to detail, analytical reasoning, and problem solving, time management, communication, and computer proficiency , active listening, empathy, effective communication, problem-solving, adaptability, patience, product knowledge, conflict resolution, positive attitude, and the ability to build relationships; essentially, understanding and responding to customer needs with a helpful and professional demeanor while navigating potential issues effectively
Timeline
Operations Manager
Concentrix
11.2020 - 06.2024
Customer Account Manager
Connection Point
10.2017 - 01.2020
Account Specialist
Crisp Connections
01.2014 - 10.2017
Psychology - Communications
Liberty University
Associates - Business Administration
Southwest Tennessee Community College
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