Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Shatona T. Johnson

Crowley,TX

Summary

Tenured, creative leader with natural knack for writing, editing a variety of business and literary documents, and ensuring company adherence to policies by identifying risk, monitoring recorded calls, and reporting findings to Executives. Highly adaptable to any number of dynamic work environments. Strong attention to detail with a stellar record of client satisfaction. Extremely results and resolution oriented. Simply stated: I love to read, write, edit, and help move the needle forward in any capacity.

Overview

26
26
years of professional experience

Work History

Customer Experience Representative

Verizon Wireless
06.2022 - Current
  • Interact with customers, evaluating account information to explore solutions that provide and maintain a high-quality level of service.
  • Assist consumers with service transactions, order processing, equipment troubleshooting, bill review, and equipment inquiries.
  • Reduce customer churn by 10% by determining the root cause of the issue and solving diverse problems.
  • Deliver excellent customer service month-over-month, resulting in continual 5-star customer satisfaction ratings.

Overnight Dispatcher

AJL International
07.2021 - Current
  • Review upcoming trips for accuracy, preparing next-day drivers with necessary information and resources to successfully complete each assignment.
  • Review next-day trips for accuracy of pick-up details, including date, time, special requests, location, and payment details.
  • Reschedule and dispatch work to drivers and affiliates as needed based on cancellations, flight delays, and trip extensions.
  • Manage emergency situations such as vehicle operation failure or booking confusion.
  • De-escalate calls from irate customers/bookers as needed.
  • Project a professional, friendly, and understanding demeanor while performing job duties.

Part-Time Reading and Writing Tutor/Teacher

Sylvan Learning Center
06.2021 - 06.2022
  • Provide a positive and engaging learning experience for children in grades K-12.
  • Observe and interact with children on a 3:1 student to teacher ratio.
  • Work individually with students to help him/her understand key learning concepts.
  • Provide positive feedback or areas of opportunity to the program Director, as needed.
  • Provide a session-by-session summary, per student, based on observational assessment. The Director implemented this summary as a parent’s aid, providing it to each parent after class.

Compliance Call Monitoring Manager/Supervisor

GM Financial
07.2007 - 04.2020
  • Audited previously monitored calls of direct reports, tracking prompt logging of consumer complaints by business segments, confirmed monthly (call monitoring) reports for accuracy of information, and completed a monthly summary detailing report results from various business segments across the company, month-over-month.
  • Oversaw daily operations in a monitoring environment of 7-10 Call Monitoring Compliance Analysts.
  • Strategized with Analysts for effective execution and adequate coverage of monitoring portfolio.
  • Performed secondary call review to confirm accuracy of first findings.
  • Monitored and distributed unlogged consumer complaints received during inbound/outbound calls for resolution.
  • Reviewed new and revised policies to decide monitor-ability and documentation deficiencies that affected effective call monitoring review.
  • Validated and edited monthly summary of compliance reporting results for inclusion in the Executive package.
  • Created and distributed monthly reporting package for business unit and Executive review.
  • Reviewed and supported management action plans (MAPs) for adequate explanation from various business segments on their process for follow-up and reconciliation in areas of non-compliance.

Policies and Procedures Specialist / QA Analyst

GM Financial
02.2000 - 07.2007
  • Created and updated new/existing policies and technical documents. Monitored adherence to policy and procedures per company discretion and state/federal regulations. Emphasis placed on reviewing for Sarbanes-Oxley (SOX) 404/302 controls.
  • Coordinated with subject matter experts to gain understanding of applicable business processes.
  • Designed flow charts for various processes within the company.
  • Reviewed feedback from business units to create final draft of processes.
  • Created policies to support the execution of various processes across the company.
  • Monitored policies for gaps and updates, implementing changes into the workflow, as needed.
  • Reviewed accounts for adherence to policy from a quality control perspective.
  • Created QA reports with findings, for distribution to the applicable business segment month-over-month.

Education

Bachelor of Science - Business Psychology

Texas Wesleyan University
Fort Worth, TX
01.2004

Skills

  • Call Center Experience
  • Call Monitoring
  • Quality Assurance
  • Complaint Handling
  • Complaint Resolution
  • Developmental Editing
  • Proofreading
  • Policy and Procedure Writing
  • Query Development
  • Appointment Scheduling
  • Call Monitoring

Affiliations

  • Professional Affiliations:
  • Member, National Association of Independent Writers, and Editors (NAIWE)
  • Member, (Trauma Coaching Certification Pending) International Association of Trauma Recovery

Timeline

Customer Experience Representative

Verizon Wireless
06.2022 - Current

Overnight Dispatcher

AJL International
07.2021 - Current

Part-Time Reading and Writing Tutor/Teacher

Sylvan Learning Center
06.2021 - 06.2022

Compliance Call Monitoring Manager/Supervisor

GM Financial
07.2007 - 04.2020

Policies and Procedures Specialist / QA Analyst

GM Financial
02.2000 - 07.2007

Bachelor of Science - Business Psychology

Texas Wesleyan University

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