Shaneka Johnson
Leesburg,FL
Summary
- Highly accomplished, versatile, and dedicated Customer Service Professional seeking an opportunity to leverage strong leadership abilities. Solid time management skills with the ability to prioritize and task to meet company and customer needs. A top record of sales with 100% satisfaction and a proven commitment to providing exemplary customer service in supporting an organization to achieve its established goals and objectives. VALUE OFFERED
- Relationship Building - merges solid interpersonal and communication skills to forge, nurture and maintain strong business and customer relationships. Enthusiastically collaborates with internal colleagues to achieve established goals and expectations.
- Knowledge and Expertise - demonstrates expertise in all areas of customer service, problem resolution, sales support, client acquisition and retention, follow up, and client relations.
- Team Building and Motivation - effectively communicates with and motivates team members, fostering an atmosphere of teamwork and collaboration with an emphasis on goal attainment.
- Customer Service - blends integrity, innovative thinking, and leadership attributes to ensure first- rate customer satisfaction. Optimizes service delivery using superior decision-making talents, critical thinking skills, and an unwavering drive to excel.
- Competitive Drive & Strategic Thinking - personable, persuasive and highly respected for strong conflict resolution skills, displaying a positive leadership approach, and consistently surpassing goals.
Personable and dedicated Customer Service Representative with extensive experience in call industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated customer service representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 24 years of experience in quickly resolving complaint issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.
Overview
28
28
years of professional experience
Work History
Travel Consultant
AAA Auto Club Group
Leesburg, Florida
09.2022 - Current
- Provided customers with detailed information about travel destinations and packages.
- Developed customized travel plans to meet customer needs and preferences.
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Responded promptly to customer inquiries via phone, email or in-person contact.
- Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
- Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products.
- Processed payments from customers using a variety of methods such as credit cards, cash or checks.
- Provided support during pre-trip preparations such as visa applications.
Customer Service Representative
Waste Management Inc
Wildwood , FL
04.2021 - 06.2022
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Owner Services Representative
Marriott Vacations Worldwide Corp.
Orlando, FL
12.2019 - 01.2021
- Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
- Assessed customer needs and upsold products and services to maximize travel insurance sales.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Managed rooms effectively based on complete and current knowledge of availability and rates.
- Converted calls to reservations by leveraging knowledge of amenities and services to help customers select optimum rooms.
- Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings.
Appointment Setter/Specialist
FAS Windows and Doors
Orlando, FL
01.2014 - 06.2019
- Identify and contact potential customers through inbound and outbound calling
- Maintain company database with accurate, up-to-date contact and activity details
- Complete a minimum of 100 calls per day to contacts that have inquired about windows and doors
- Systematically work through new leads, old leads and referrals to secure target number of appointments for management team
- Uphold ethical standards when calling and scheduling potential customers
- Being knowledgeable in window and door products
- Engaging and supporting sales team
- Managed large volumes of daily outgoing calls while adhering to predetermined quotas
- Set new customer consultations with home show leads
- Managed more than 100 incoming calls per day.
Concierge
Meeting Point North America
Orlando, FL
01.2013 - 01.2014
- Made reservations for patrons, such as for dinner, spa treatments, or golf tee time, and obtained tickets to special events.
- Provided information about local features, such as shopping, dining, night life, or recreational destinations.
- Made travel arrangements for sightseeing or other tours.
- Received, stored, or delivered luggage or mail.
- Carried out unusual requests, such as searching for hard-to -find items or arranging for exotic services, such as hot-air balloon rides.
- Picked up and delivered items or run errands for guest.
New Accounts Clerk
Clink Inks
Lake Mary, FL
08.2012 - 08.2013
- Compiled information about new accounts, entered account information into computers, and filed related forms and other documents.
- Informed customer of procedures when applying for services such as ATM cards, direct deposit of checks, and certificates of deposit.
- Interviewed customers to obtain information needed for opening account.
- Checked the Dun and Bradstreet number for credibility.
- Collected on 60 to 90 day past accounts.
Customer Service Representative / Intake Associate
Quality Assured Services
Orlando, FL
02.2008 - 10.2010
- Seamlessly handled a broad range of responsibilities including patient intake, payment processing, customer follow up, inventory control, communication, sales support, and customer service.
- Provided the highest standards of customer service and support to a diverse clientele, enhancing the company profile within the external market and local community.
- Collaborated closely with sales professionals to provide information relating to patients interested in the purchase of a Coumadin blood monitor to support blood-testing requirements at home.
- Performed effective follow up calls to determine patient needs, identify potential sales, and coordinate sales demonstration visits to provide training and education relating to blood testing functions.
- Utilized demonstrated administrative talents to manage intakes, confidential documentation and correspondence, payment processing and collections, and website and company information updates.
- Devised and delivered comprehensive training sessions for patients, merging in-depth product knowledge with demonstrated instructional talents to ensure the successful transfer of knowledge.
Customer Service Representative / Condo Agent
Reservation Services International
Winter Park, FL
06.2007 - 02.2008
- Directly contributed to company performance by offering expertise, reliability, and continuity in all areas of the customer service and property management functions.
- Provided exemplary levels of professional and courteous service and support to a vast client base, providing extensive searches of the U.S.
- to accommodate client vacation requests.
- Leveraged strong analytical talents to identify client needs, locate tailored matches, and formulate vacation plans that consistently exceeded client expectations and increased revenue growth.
- Served as the Department Supervisor with responsibility for staff coaching and mentor, training and development, problem resolution and workflow management.
- Displayed an in-depth knowledge of all condo's and vacation homes within the company portfolio and utilized superior consultative sales and communication skills to secure new and repeat bookings.
- Demonstrated resourcefulness in all areas of property management, ensured the timely execution of maintenance and cleaning work, payment of taxes, and preparation of properties prior to client arrival.
Customer Service Representative / Payphone Repair Support
Cleartel Communications
Orlando, FL
01.2006 - 06.2007
- Managed a complex and comprehensive daily workload with responsibility for installation requests, billing, service and supply changes and problem resolution among others.
- Exercised outstanding interpersonal and analytical talents to provide timely and effective resolutions to complex customer concerns and problems without loss of client goodwill or risk of further escalation.
- Responded swiftly and efficient to Payphone Service Providers (PSPs) phone and written inquiries and coordinated the connect and disconnect processes and additional supporting functions.
- Supported the provisioning, sales and repair departments, performed administrative tasks including contract management, order scheduling, and reporting and tracked and analyzed internal statistics.
- Applied demonstrated organizational talents to handle the repair function, responding immediately to problems including local, long distance, toll free, dedicated circuits and ticketing system issues.
- Collaborated closely with the Payphone Service Provider and Local Exchange Carriers to report and resolve repair issues, leading to increased levels of customer satisfaction, retention and referrals.
Customer Service Representative
CleartelCordia Communications
Winter Garden, FL
01.2005 - 01.2006
- Strategically directed the customer service function with responsibility for new account processing, inbound sales orders, credit applications, problem resolution, client relations and billing activities.
- Provided the highest levels of customer service and forged strong professional relationships with a vast client base, improving overall customer satisfaction ratings within a highly competitive industry.
- Demonstrated expertise in the establishment and maintenance of client accounts in accordance with company policies and procedures, leading to increased levels of company growth and profitability.
- Resolved client problems and inquiries effectively utilizing in-depth industry knowledge and superior conflict resolution skills to minimize dissatisfaction and prevent escalation of client problems.
Customer Service Representative
DJB Imports
Oakland, FL
01.2004 - 01.2005
- Provided exemplary levels of customer service to all company clients within an established import company that distributed fine writing instruments and executive accessories.
- Employed solid time management skills to manage sales order professing, delivery scheduling, product and pricing inquiries, database management, and payments and collections among others.
- Worked closely with the Sales Manager and the order-processing department to ensure the timely execution of client orders in accordance with established timeline's.
- Supported the sales department, presenting special offers, sample products and engraving services resulting in increased levels of revenue growth and annual profitability.
- Demonstrated the highest standards of courtesy and professionalism to acquire and retain clients, generate referrals, and earn recognition for improving customer satisfaction levels.
Customer Service Representative
Timeshare Buy, Timeshare FSBO
Orlando, FL
01.2000 - 01.2003
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options
- Reviewed account and service histories to identify trends and unaddressed issues
- Maintained revenue streams by exhausting every option before offering refunds on escalated calls
- Consulted with upset customers to determine best methods to resolve service and billing issues
- Trained 50 new employees each quarter in procedures and policies in order to maximize team performance
Financial Debt Counselor
Timeshare FSBO
Orlando, FL
01.2001 - 01.2002
- Effectively controlled the release of proprietary and confidential information for general client lists
- Prepared routine legal correspondence and memoranda for attorney partners
- Provided onsite training
- Created communication strategies to meet client objectives
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
Customer Service Representative
J. c. Penny Credit Processing Center
Longwood, FL
01.1999 - 01.2000
- Communicated with supervisors to escalate customer concerns, store issues and inventory requirements
- Consulted with upset customers to determine best methods to resolve service and billing issues
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Reviewed account and service histories to identify trends and unaddressed issues
- Documented conversations with customers in CRM to track requests, problems and solutions offered
Customer Service Representative
Central Florida Investments
Orlando, FL
01.1997 - 01.1998
- Addressed customer service inquiries quickly and accurately
- Resolved average of 100 inquiries per week to consistently meet performance benchmarks in all areas, including speed, accuracy and volume
- Maintained revenue streams by exhausting every option before offering refunds on escalated calls
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Reviewed customer data to assess current issues and determine eligibility for potential solutions
Education
Some College (No Degree) - Computer And Information Sciences
FMU University
Orlando, FL2002
High School Diploma -
Edgewater High School
Orlando, FL05.1998
Skills
- DATA ENTRY EXCEL , MS OFFICE , POWERPOINT
- WORD
- MS Office Suite (Word, Excel, PowerPoint); Lotus; MS Windows and Internet
- Applications
- Data Entry, Faxes, Copiers, and Phone Systems
- Administrative, Mail
- ATM, MS OFFICE
- Billing, MS Office Suite
- Coaching, POWERPOINT
- Interpersonal, Windows
- Communication skills, Window
- Competitive, MS Windows
- Conflict resolution, Word
- Contract management, Organizational
- Credit, Payment processing
- Clientele, Phone Systems
- Customer satisfaction, Pricing
- Customer service, Problem resolution
- DATA ENTRY, Processes
- Database, Property management
- Database management, Reporting
- Delivery, Sales
- Documentation, Sales Manager
- Doors, Sales support
- Dun, Scheduling
- Special events, Statistics
- Internet, Time management
- Applications, Travel arrangements
- Inventory control, Website
- Lotus, Workflow
- Market, Written
- Mentor
- EXCEL
- Exchange
- Adaptive team player
- Schedule mastery
Affiliations
- Customer Service Institute of America
Timeline
Travel Consultant
AAA Auto Club Group
09.2022 - Current
Customer Service Representative
Waste Management Inc
04.2021 - 06.2022
Owner Services Representative
Marriott Vacations Worldwide Corp.
12.2019 - 01.2021
Appointment Setter/Specialist
FAS Windows and Doors
01.2014 - 06.2019
Concierge
Meeting Point North America
01.2013 - 01.2014
New Accounts Clerk
Clink Inks
08.2012 - 08.2013
Customer Service Representative / Intake Associate
Quality Assured Services
02.2008 - 10.2010
Customer Service Representative / Condo Agent
Reservation Services International
06.2007 - 02.2008
Customer Service Representative / Payphone Repair Support
Cleartel Communications
01.2006 - 06.2007
Customer Service Representative
CleartelCordia Communications
01.2005 - 01.2006
Customer Service Representative
DJB Imports
01.2004 - 01.2005
Financial Debt Counselor
Timeshare FSBO
01.2001 - 01.2002
Customer Service Representative
Timeshare Buy, Timeshare FSBO
01.2000 - 01.2003
Customer Service Representative
J. c. Penny Credit Processing Center
01.1999 - 01.2000
Customer Service Representative
Central Florida Investments
01.1997 - 01.1998
Some College (No Degree) - Computer And Information Sciences
FMU University
High School Diploma -
Edgewater High School
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