Shanel Johnson
Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor 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, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Customer Service Universal Agent
Zappos
04.2018 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Improved communication with clients through timely follow-ups and clear documentation of interactions.
- Handled escalated calls, defusing tense situations and achieving resolutions that satisfied both the customer and company interests.
- Delivered exceptional service by consistently exceeding performance metrics and quality standards.
- Attentively maintain real time multi-contact channel and jira ticketing queues, to support customer support channels resolving customer issues within scope of service level agreements.
- Proficiently utilize software such as Paragon for fraud trends.
- Assisted internal employees on high monetary, anomalous situations and out of SOP approvals.
- Fielded daily contacts via multi-contact channels for customers with high volume queues.
- Multi-tasked with jumping from multi tasks to help high level queues when needed.
- Assisted chat customer communication to efficiently handle customer queues.
- Helping customers with technical issues, such as faulty products or shipping problems.
Fraud Analyst
Barclaycard US
04.2014 - 04.2018
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Fraud Analyst
Telus International /Mastercard
09.2012 - 04.2013
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
Dispatcher Clerk
Mobile Modular
08.2006 - 04.2008
- Managed high-stress situations, prioritizing tasks to maintain optimal productivity levels in a fast-paced environment.
- Trained new employees on established procedures, providing ongoing mentorship for their continued growth and success within the company.
- Handled escalated customer concerns with empathy and professionalism, leading to successful conflict resolution.
- Improved customer satisfaction with timely and accurate information updates during service outages or delays.
- Woking with corporate offices in investigating account issues.
- Working with irate customers and assisting in diffusing customer issues.
- Responsible for motivating, scheduling and coordinating our local drivers to ensure on time delivery of our portable storage containers.
- Experienced with interacting with customers at all levels of wide, social, cultural and educational backgrounds.
- Easily gained confidence and cooperation with co-workers and customers.
Customer Service Representative/Teller
Western Financial Bank
01.2005 - 03.2006
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted clients with account reconciling and making sure the customers were placed in the appropriate product to fit their financial need.
- Knowledge of new account procedures and using Chex systems to verify customer information.
- Cash handling experience and I am able to properly identify counterfeit currency.
- Responsible for branch ATM and making sure it was balanced twice a month.
- Responsible for balancing bank vault on a nightly basis.
- Cash drawer balancing and maintenance.
- Performed daily functions such as wire transfers, pin resets, account inquiries, deposits, withdrawals, check cashing, money orders and travelers checks.
Customer Service/ New Hire Trainer
Bank of America
02.2002 - 01.2005
- Implemented ongoing training initiatives for existing employees, promoting continuous professional development within the organization.
- Increased consistency in employee performance evaluations by standardizing training materials across all departments.
- Served as a trusted mentor to countless employees, guiding them through challenging transitions into their respective roles within the organization.
- Perform procedures via telephone to fulfill internal and external customer needs related to products and services through identifying relationship opportunities and matching appropriate products to customer needs.
- Support sales representatives in opening new accounts and upgrading existing service.
- maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
- Train new-hire customer service representatives on how to establish a keen insight to customer needs, thinking critically, technical aspects of the position and motivating team members.
Office Assistant / Temporary Posiiton
Monterey County Social Services
02.2001 - 06.2001
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Responsible for verifying all children on record were up to date with their medical and dental examinations according to court orders.
- Quickly and diplomatically diffused situations and irate clients.
Patient Account Representative/Temp Worker
Natividad Hospital
01.2000 - 02.2001
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Facilitated smooth communications between patients, providers, and insurers, fostering an atmosphere of trust and collaboration.
- Conducted regular audits of patient accounts, identifying discrepancies and rectifying errors as needed.
- Prepared reports detailing billing actions, flags and other key information.
- Achieved a significant reduction in aged accounts receivable through diligent follow-up efforts with both patients and insurers.
- Maintained accurate records of all transactions, ensuring timely payments from patients and insurance providers.
- Responded to patient, family and external payer inquiries.
Education
Associate of Applied Science - Business Administration
Heald College
Salinas, CA07.2001
High School Diploma -
North Salinas High School
Salinas, CA07.1998
Skills
- Complaint Handling
- Goal-Oriented
- Client Relationship Building
- Call center experience
- Appointment Scheduling
- Live chat support
- Escalation management
- Customer service abilities
- Critical Thinking
- Positive Attitude
- Customer needs determination
- Attention to Detail
Timeline
Customer Service Universal Agent
Zappos
04.2018 - Current
Fraud Analyst
Barclaycard US
04.2014 - 04.2018
Fraud Analyst
Telus International /Mastercard
09.2012 - 04.2013
Dispatcher Clerk
Mobile Modular
08.2006 - 04.2008
Customer Service Representative/Teller
Western Financial Bank
01.2005 - 03.2006
Customer Service/ New Hire Trainer
Bank of America
02.2002 - 01.2005
Office Assistant / Temporary Posiiton
Monterey County Social Services
02.2001 - 06.2001
Patient Account Representative/Temp Worker
Natividad Hospital
01.2000 - 02.2001
Associate of Applied Science - Business Administration
Heald College
High School Diploma -
North Salinas High School
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