Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

SHEKINAH JOHNSON

Jacksonville,FL

Summary

Efficient customer service representative with 7+ years of work experience and a proven knowledge of conflict resolution, customer satisfaction, and customer communications. Aiming to leverage my abilities to successfully fill the available role at your company. Frequently praised as adaptable by my peers, I can be relied upon to help your company achieve its goals.

Overview

7
years of professional experience

Work History

GC Services Call Center

Customer Service Representative
03.2022 - Current

Job overview

  • Focused on addressing customer need and concerns to deliver excellent customer service.
  • Answered customer calls promptly to avoid excessive on-hold wait times.
  • Offered customer call backs / follow-up calls
  • .Processed titles, providing accurate time frames.
  • Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Promptly responded to inquiries and requests from prospective customers sending documentation as requested
  • Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating listening and acknowledging customer frustrations.
  • Take ownership of calls with willingness , phone etiquette and assume responsibility.
  • Provide accurate information to customer, educating and avoiding jargon.
  • Take action notating accounts.
  • Demonstrates exceptional, customized service delivered to callers showing evidence of consideration for the company interest and requests.

Ally Financial

COLLECTIONS SPECIALIST
10.2019 - 02.2022

Job overview

  • Offered suitable alternatives, in addition to explaining consequences of delinquency to customers in the attempt to resolve delinquency
  • Contact customers to determine a reason for payment delinquency and negotiate payment commitment
  • Tracking, information gathering, and troubleshooting, completing phone calls daily to meet required performance standards and metrics
  • Demonstrated commitment to serving customer needs with the ability to problem solve or escalate special circumstance efficiently and with insight
  • Respond to customer inquiries via telephone, Shaw workflows, CRTS and/or e-mails within an established time frame
  • Document all accounts accurately, clearly, and concisely noting the reason for hardship and potential repossession loss as well as adhere to all state and federal laws in the handling of accounts
  • Managed over 75 customer calls per day
  • Worked in call center environment handling manual and automatically dialed outbound calls
  • Achieved performance goals on consistent basis
  • Maintained high volume of calls and met demands of busy and productive group

GuideWell, Florida Blue

Insurance Agent
12.2018 - 07.2019

Job overview

  • Assisted individuals in seeking primary care providers in and out of network
  • Identified specific patient needs to determine appropriate healthcare plan needed
  • Obtained necessary demographic information entering data into department computer system
  • Verified insurance coverage for scheduled appointments/ procedures with doctors office
  • Verify eligibility for medicare advantage / medicaid plans
  • Assisted with analyzing denied claims
  • Obtained underwriting approval by completing application for coverage
  • Approached potential clients by using direct marketing mailings and phone contacts

Convergys Corporation

CUSTOMER SERVICE REPRESENTATIVE
08.2017 - 11.2018

Job overview

  • Assisted external users of the client's technical products or services and identify, investigate, research and provide resolution to user questions and problems
  • Troubleshoot basic and routine customer issues that are technical in nature including hardware, software, networking, or other designated client products
  • Followed appropriate escalation path to resolve technical issues including making follow up outbound calls to customers or other parties as needed
  • Ensured service delivered to our customers meets contractual Key
  • Performance Indicator ('KPIs')
  • Using decision-support tools and resources to appropriately come to a resolution with the member.

Comcast

CUSTOMER ACCOUNT EXECUTIVE, II
05.2016 - 06.2017

Job overview

  • Received inbound calls mainly concerning Internet support issues
  • While working various shifts, continued to take all Internet & computer calls
  • Handled all escalation issues.
  • Assisted with cable, digital home phone tech support issues as well
  • Handled retention calls and dispatch inquires for Miami Dade, Savannah,
  • Augusta, & Jacksonville areas
  • Quality assurance call backs for order confirmation, updates, and monitored outage board concerns
  • Meet sales quota and QA.


Education

MYCROSCHOOL FOR INTEGRATED ACADEMICS AND TECHNOLOG
JACKSONVILLE, FL

High School Diploma
06.2017

University Overview

Skills

  • Microsoft Word
  • Active Listening
  • Customer Relations
  • Conflict Resolution
  • Managing Multiple Tasks
  • Office Equipment Proficiency
  • Customer Service
  • Ability to learn fast
  • Strong Leadership
  • Microsoft Excel
  • Verbal and Written Communication
  • Financial Documentation

Timeline

Customer Service Representative
GC Services Call Center
03.2022 - Current
COLLECTIONS SPECIALIST
Ally Financial
10.2019 - 02.2022
Insurance Agent
GuideWell, Florida Blue
12.2018 - 07.2019
CUSTOMER SERVICE REPRESENTATIVE
Convergys Corporation
08.2017 - 11.2018
CUSTOMER ACCOUNT EXECUTIVE, II
Comcast
05.2016 - 06.2017
MYCROSCHOOL FOR INTEGRATED ACADEMICS AND TECHNOLOG
High School Diploma
SHEKINAH JOHNSON