Sharon Johnson
Charlotte,NC
Summary
Proactive team lead bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Focused leader with over 20 years of experience in management, sales, service, and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
12
12
years of professional experience
Work History
Independent Travel Agent
Shaaron Travels
02.2018 - Current
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handled sensitive information with professionalism and discretion.
- Organized trips for individual, family and business travelers.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Collected, handled and documented payments for travel services and associated feels.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Care Pro Specialist
Aloe Care Health
06.2022 - 06.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Manager
Bank Of America
06.2011 - 04.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Educated customers on loan services and regulations to confirm compliance.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Processed mortgage loan applications accurately and successfully for over 20 years.
Call Center Supervisor
LendingTree
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 75 call center representatives in providing excellent customer service to callers requiring assistance for loan products
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Contacted customers via mail, telephone and email to discuss loan options offered
Senior Training Specialist
Bank Of America
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
Assistant Branch Manager
Bank Of America
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Maintained friendly and professional customer interactions.
Education
High School Diploma -
Lompoc High School
Lompoc, CAAssociate of Applied Science -
Allan Hancock College
Santa Maria, CASkills
- Information Tracking
- Training Management
- Timekeeping Abilities
- Employee Motivation
- Documentation Expertise
- Schedule Coordination
Timeline
Care Pro Specialist
Aloe Care Health
06.2022 - 06.2023
Independent Travel Agent
Shaaron Travels
02.2018 - Current
Customer Service Manager
Bank Of America
06.2011 - 04.2017
Call Center Supervisor
LendingTree
Senior Training Specialist
Bank Of America
Assistant Branch Manager
Bank Of America
High School Diploma -
Lompoc High School
Associate of Applied Science -
Allan Hancock College
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