Shawnera Johnson
Columbia
Summary
Experienced with handling high-volume customer interactions and financial transactions. Utilizes effective communication and problem-solving skills to address client needs and resolve issues efficiently. Knowledge of banking products and services, ensuring accurate and timely assistance to clients.
Overview
9
9
years of professional experience
Work History
Call Center Personal Banker
Wells Fargo
07.2022 - 03.2025
- Boosted sales of bank products and services by providing personalized recommendations to customers.
- Assisted customers in navigating online banking platforms, ensuring a seamless and user-friendly experience.
- Maintained accurate records of all customer interactions through diligent documentation within CRM systems.
- Managed high call volume efficiently while maintaining a focus on delivering an outstanding customer experience every time.
Insurance Claims Specialist
RSI Consulting
06.2019 - 05.2022
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Evaluated and settled complex insurance claims in strict timeframes.
Call Center Representative
Conduent Call Center
01.2016 - 05.2019
- 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.
Education
Lower Richland Highschool
Columbia, SC06-2016
Skills
- Goal oriented
- Transaction monitoring
- Complaint handling
- Follow-up skills
- De-escalation techniques
- Creative thinking
- Money handling
- Customer Service-oriented
- Multitasking Abilities
- Record keeping
- Customer service
Timeline
Call Center Personal Banker
Wells Fargo
07.2022 - 03.2025
Insurance Claims Specialist
RSI Consulting
06.2019 - 05.2022
Call Center Representative
Conduent Call Center
01.2016 - 05.2019
Lower Richland Highschool
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