SHAWNTA S. JOHNSON
Summerville,SC
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Detail-oriented professional offering several years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Overview
17
17
years of professional experience
Work History
Customer Care Representative III & Coach
CenterState Bank
North Charleston, SC
10.2019 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Processed debit and credit card and electronic check payments.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided training support for new hires related to customer service processes and procedures.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
Senior Customer Service Agent
IQor Inc.
North Charleston, SC
06.2008 - 10.2019
- Efficenlty navigate high volume incoming calls in a fast paced environment.
- Handle accounts, refund requests ,check returns and bank disputes while effectively using negotiation skills to achieve high completion rates of debt repayment
- Mentor junior colleagues in the performance of product/service related functions.
- Exceeding expectations and resolve complaints and concerns to ensure customer retention and satisfaction.
- Identify potential problems and issues in our ever improving business processes and escalate to proper departments or management
- Practice strategies to de-escalate problem situations immediately.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Coach and train agents on quality expectations for our internal clients and external customers
Child Care Instructor
La Petite Academy
Summerville, SC
05.2007 - 05.2008
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Worked with children individually and in groups to teach social, communicative and problem-solving skills.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Met with parents about daily activities, positive developments and issues and created developmental pathways to promote mental, educational, and emotional growth
- Kept notes of behavior issues, food served and medications administered to children.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Maintained group discipline through positive reinforcement, behavior modeling and collaboration with parents.
Education
High School Diploma -
Berkeley High School
Moncks Corner, SC05-2006
Skills
- Call center operations
- Quality assurance
- Computer proficient
- Complaint resolution
- Professional telephone demeanor
- Multi-line phone talent
- Communication skills
- Interpersonal skills
- Account management
- Technical support
- Quick learner
- MS Office proficiency
- Data entry
- Creative problem solving
- Multitasking
- Customer relations
- Payment processing
- Time management
- Efficient under pressure
- Self-motivated
- Dependable
- Consistently exceed goals
- Training development aptitude
- Organization and Time Management
- Confidentiality understanding
- Customer Service
- Senior leadership support
- De-Escalation Techniques
- Calm Under Pressure
- Active Listening
- Teamwork and Collaboration
- Remote Office Availability
- Reliability
- Call Metrics
- Time management abilities
- Problem-Solving
- Attention to Detail
- Product Knowledge
- Customer Account Management
- Inbound and Outbound Customer Service
- Interpersonal Skills
Timeline
Customer Care Representative III & Coach
CenterState Bank
10.2019 - Current
Senior Customer Service Agent
IQor Inc.
06.2008 - 10.2019
Child Care Instructor
La Petite Academy
05.2007 - 05.2008
High School Diploma -
Berkeley High School