Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shemeka Johnson

Houston,TX

Summary



Quality assurance professional with proven track record of implementing effective quality control systems and processes. Known for fostering collaboration within teams to achieve high standards and reliable results. Proficient in analyzing data, identifying issues, and adapting strategies to meet evolving project needs while maintaining focus on excellence. Proven ability to mentor and guide teams toward achieving high standards of quality and performance.

Overview

12
12
years of professional experience

Work History

Quality Assurance Coach

Cigna
04.2020 - Current
  • Contributed to a reduction in warranty claims by identifying recurring issues and recommending corrective action plans for implementation across production lines.
  • Collaborated with management to develop training programs for staff, resulting in higher overall competence in quality assurance tasks.
  • Maintained up-to-date knowledge of industry standards, ensuring all products met or exceeded requirements.
  • Trained and mentored new personnel hired to fulfill various roles.
  • Established and maintained quality control standards.
  • Provided coaching and mentoring to employees.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Customer Service Sales Agent

Cigna
04.2016 - 04.2020
  • Resolved customer issues efficiently, ensuring repeat business and positive word-of-mouth referrals.
  • Assisted in developing marketing materials that highlighted key product features, resulting in increased interest from potential customers.
  • Fostered a collaborative work environment that encouraged open communication among colleagues for enhanced problem-solving capabilities.
  • Boosted sales revenue by effectively upselling products and services tailored to individual customer needs.
  • Mentored junior team members on best practices for handling difficult situations or challenging customer interactions.

Customer Service Supervisor

MD Anderson
03.2013 - 04.2016
  • Created customer support strategies to increase customer retention.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.

Education

Bachelor of Arts - Business Administration

Ashford University
San Diego, CA
01-2018

Associate of Arts -

Kaplan University
Davenport, IA
02-2015

Skills

  • Effective conflict resolution
  • Collaborative team management
  • Quality assurance expertise
  • Commitment to continuous improvement
  • Process improvement techniques
  • Coaching and development

Timeline

Quality Assurance Coach

Cigna
04.2020 - Current

Customer Service Sales Agent

Cigna
04.2016 - 04.2020

Customer Service Supervisor

MD Anderson
03.2013 - 04.2016

Bachelor of Arts - Business Administration

Ashford University

Associate of Arts -

Kaplan University

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