Shanna Johnson
Monrovia,CA
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Direct Support Professional (DSP)
California Resource Services for Independent Living
10.2025 - Current
- Supported independent living goals through personal care, and community integration activities.
- Monitored client well-being and documented service delivery, observations, and progress accurately.
- Planned lesson sequences aligned with curriculum standards and student learning objectives.
- Delivered differentiated instruction to support diverse learning needs and classroom engagement.
- Job Coaching and Employment Support
- Resume Development and Interview Preparation
- Provided job search assistance and application support throughout the application process.
- Planned career path and established goals to guide ongoing professional development.
- Strengthened communication and interpersonal skills
- Provided tailored client support through responsive communication and problem resolution
- Delivered workplace readiness training to strengthen job preparedness
Customer Service Specialist/ Trainer (Hybrid)
Datafied Global
02.2021 - 10.2025
- Certified Field Agents to enhance mediation between clients and document storage facilities.
- Facilitate the certification of Field Agents to effectively mediate between clients and document storage facilities.
- Process and manage payments via credit card and check transactions efficiently.
- Processed and managed credit card and check transactions, ensuring timely payment handling.
Hospice Aide
Home Instead
12.2021 - 03.2023
- Assisted patients with mobility and supervised activities to enhance safety and comfort.
- Transported patients to appointments and supported completion of errands to promote independence.
- Monitored medical data, vital signs, and nutritional needs to support overall patient health.
Customer Service/Collector
The Moore Law Group
02.2020 - 11.2020
- Managed collection of consumer and commercial accounts, ensured compliance with FDCPA, FCRA, and TCPA regulations, and assisted in defending lawsuits against lenders and related entities to protect company interests.
- Provided customer service across multiple communication channels, processed payments, and facilitated special payment arrangements to mitigate litigation risk.
- Negotiated payment arrangements while maintaining compliance with collection laws and client guidelines.
- Reviewed delinquent accounts to identify resolution options and prioritize collection activity.
- Documented account notes accurately to support consistent follow-up and case continuity.
Data Entry Specialist
Nihon Kohden America
06.2019 - 01.2020
- Verified and entered alphanumeric information from various sources into a centralized database, ensuring accuracy and consistency.
- Updated patient information and prepared data presentations while supporting order processing through meticulous data management.
- Maintained accurate customer, product, and order records in ERP systems for medical device operations.
- Entered purchase orders, invoices, and shipment details while resolving discrepancies with cross-functional teams.
- Verified data integrity across spreadsheets, databases, and source documents to support compliant recordkeeping.
Customer Service Specialist
Republic Services
03.2016 - 12.2018
- Resolved customer calls, inquiries, requests, and complaints through thorough research and investigation, achieving effective resolutions.
- Provided prompt, respectful, and courteous customer service, effectively addressing customer concerns.
- Collaborated with Customer Resource Supervisor to uphold service quality standards within Customer Resource Center.
Assistant Manager/Key Holder
F/P Enterprise
12.2014 - 03.2016
- Delivered information on merchandise and services, both over the phone and in person, while maintaining comprehensive records of customer interactions to enhance service quality.
- Processed orders and maintained records to support team operations and elevate customer satisfaction.
- Supervised daily operations, ensuring consistent workflow and service standards.
- Coordinated staff schedules, coverage, and task assignments to support productivity.
- Monitored inventory levels and reordered supplies to prevent operational delays.
Collector II
Delbert Services
11.2010 - 05.2013
- Conducted outbound and managed inbound calls for debt collection, documenting account information accurately to support collection efforts.
- Reviewed and processed documents for accuracy and completeness, updating information and evaluating it against established policies.
- Responded to inquiries with detailed information on policies and procedures, facilitating resolutions for account-related issues to enhance customer satisfaction.
Collector
Law Office of Curtis O. Barnes
01.2010 - 11.2010
- Executed customer collection and service calls to recover past due accounts, negotiated payment arrangements, and developed repayment plans with customers to effectively resolve delinquencies.
- Managed portfolio of over 175 accounts, employing skip tracing and strategic collection techniques to locate customers and maintain accurate documentation throughout collection process.
- Managed delinquent accounts and pursued payment arrangements through persistent client communication.
- Negotiated settlement options within legal guidelines and maintained accurate account notes.
- Reviewed account files to verify balances, payment history, and collection status.
Collector
G. C. Services
02.2005 - 02.2007
- Collected delinquent debt and analyzed customers' financial situations to offer optimal payment solutions, managing approximately 140 accounts to prevent 90-day collections and charge-offs.
- Reviewed credit reports from all three bureaus, conducted skip tracing to locate customers, and verified and uploaded new documents to account files, meeting department performance standards.
- Negotiated payment arrangements with account holders while maintaining firm collection policies.
- Reviewed delinquent accounts and prioritized outreach based on balance status and legal deadlines.
- Documented call outcomes, promises to pay, and account updates in case management records.
Education
High School Diploma - General Studies
Chaffey High School
Ontario, CASkills
- Customer Service (10 Years)
- Customer Support
- Call Center
- Client support
- Customer relations
- Data management
- Typing
- Data management
- Excel
- Word
- Data Entry Operator
- Powerpoint
- Sales strategiesforce
- Data Collection
- Research
- Negotiation
- Medical Billing
- Account Management
- Analysis Skills
- Outbound sales
- Service quality
- Medical Coding
- Management
- Patient documentation
- Product packaging
- Warehouse Experience
- E-Commerce
- Dispatching
- Logistics
- Interpersonal communication
- Sales strategies
- B2b
Certification
- Driver's License June 2021 to August 2026
- CPR Certification December 2023 to December 2024
- First Aid Certification
Timeline
Direct Support Professional (DSP)
California Resource Services for Independent Living
10.2025 - Current
Hospice Aide
Home Instead
12.2021 - 03.2023
Customer Service Specialist/ Trainer (Hybrid)
Datafied Global
02.2021 - 10.2025
Customer Service/Collector
The Moore Law Group
02.2020 - 11.2020
Data Entry Specialist
Nihon Kohden America
06.2019 - 01.2020
Customer Service Specialist
Republic Services
03.2016 - 12.2018
Assistant Manager/Key Holder
F/P Enterprise
12.2014 - 03.2016
Collector II
Delbert Services
11.2010 - 05.2013
Collector
Law Office of Curtis O. Barnes
01.2010 - 11.2010
Collector
G. C. Services
02.2005 - 02.2007
High School Diploma - General Studies
Chaffey High School
Personal Information
Driving License: Driver's License