Shawanna Johnson
1265 SW 101st Ter Apt 207
Summary
Dynamic professional with extensive experience in customer support at the Department of Children and Family Services. Proven problem-solving skills and expertise in call center operations led to reduced call handling times and enhanced customer satisfaction. Adept at training new hires and fostering teamwork, ensuring high-quality service delivery.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Call Center Representative
Department of Children and Family Services
02.2022 - 07.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Security Guard
Journey Inc
02.2022 - 02.2022
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Responded quickly to incidents and assessed active situations for security concerns.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Ensured proper functioning of security equipment, performing routine checks and maintenance tasks.
- Conducted detailed incident reports after each shift, contributing valuable insights for management review and analysis.
- Assisted in training new security personnel, sharing best practices and ensuring consistency in performance across the team.
- Improved team response times with thorough training on emergency procedures.
- Conducted safety audits, identifying and mitigating potential hazards to prevent accidents.
- Reduced false alarm responses, accurately assessing and responding to security alerts.
- Provided detailed incident reports, streamlining communication with law enforcement and management.
- Coordinated with local law enforcement during investigations, aiding in resolution of several critical incidents.
- Developed emergency evacuation plans, ensuring staff readiness in case of incident.
Deli Clerk
Publix
11.2021 - 12.2021
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized deli counter.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Built trust with customers through meticulous attention to detail in fulfilling special orders and dietary restrictions.
Security Guard
Port Of Miami
06.2018 - 12.2020
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Completed full building and grounds patrols to spot and investigate concerns.
- Checked and verified photo identification prior to granting facility access.
- Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Prevented unauthorized access to sensitive areas by verifying credentials and enforcing strict entrance policies.
- Responded to emergencies promptly, ensuring the safety of all individuals on site.
- Enhanced overall security by conducting thorough patrols and monitoring premises.
Inventory Supervisor
Wal Mart
06.2006 - 01.2010
- Supervised Number inventory control personnel to support correct goods management and achievement of performance goals.
- Enhanced inventory accuracy by conducting regular audits and reconciling discrepancies in a timely manner.
- Improved customer satisfaction by ensuring prompt order fulfillment through efficient inventory management practices.
- Developed standard operating procedures for the inventory department, resulting in more consistent processes and outcomes.
- Oversaw purchase orders and data entry regarding shipped and received shipments.
- Collaborated with cross-functional teams to ensure accurate forecasting, purchasing, and replenishment of inventory levels.
- Monitored completeness, accuracy and compliance during inventory transactions.
- Streamlined the inventory management process for increased efficiency and cost savings.
- Mentored junior team members on best practices in inventory management while fostering a positive work culture that promoted teamwork and collaboration among staff members.
- Managed Type inventory control software system to provide inventory level updates and reordering notices.
- Initiated cross-docking strategies to minimize the time products spent in storage, leading to reduced handling costs and improved customer satisfaction rates.
- Coordinated with transportation providers to ensure timely delivery of inbound shipments and proper coordination for outbound shipments, thus improving overall logistics efficiency.
- Delivered timely and accurate reports on inventory performance, highlighting areas for improvement and driving continuous improvement initiatives.
Cashier
Winn-Dixie
03.2005 - 06.2006
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
Education
Medical Biling Coding Fundamentals - Health Administration
Coursera
Online Associate Of Business Administration - Business Administration
Everest Institute
Miami Fl03.2011
Diploma -
Continental Academy High
Miramar, FL06.2001
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Payment processing
- Product knowledge
- Account updating
- Customer service optimization
- Inbound phone call management
- Technical support
- Customer relationship management
- Quality control
- Logging call information
- Cash handling
- Training experience
- Technical troubleshooting
- Interpersonal skills
- Quality assurance controls
- Documentation and reporting
- Performance monitoring
- Product or service expertise
- Credit adjustments
- Typing number wpm
- New teller training
- Call handling
- Professional phone voice
- Software CRM system expert
- Providing customer support
- Customer account updates
Certification
CPR 2024
- Miami Florida Training - May 2019
- Certified CPR, American Heart Association -
Languages
English
Professional Working
Timeline
Call Center Representative
Department of Children and Family Services
02.2022 - 07.2025
Security Guard
Journey Inc
02.2022 - 02.2022
Deli Clerk
Publix
11.2021 - 12.2021
Security Guard
Port Of Miami
06.2018 - 12.2020
Inventory Supervisor
Wal Mart
06.2006 - 01.2010
Cashier
Winn-Dixie
03.2005 - 06.2006
Medical Biling Coding Fundamentals - Health Administration
Coursera
Associate Of Business Administration - Business Administration
Everest Institute
Diploma -
Continental Academy High
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