Sherida Johnson
Lewisville,United States
Summary
Dynamic Customer Service Specialist with a proven ability to enhance satisfaction at Toyota Of North America. Demonstrated success in high-pressure environments, utilizing exceptional verbal communication and expertise in Microsoft Office to resolve complex inquiries, consistently achieving monitoring scores above 95%. Skilled in fostering customer engagement and promoting teamwork, consistently delivering solutions that exceed expectations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Incoming Representative
Calance Staffing
Plano, United States
11.2021 - 12.2024
- Company Overview: Work for Toyota Of North America at the Headquarters in Plano TX
- I work for Calance Staffing for Toyota Of North America at the Headquarters in Plano TX
- The primary responsibility of this role requires you to interface with Toyota owners, dealerships, and field offices regarding inquiries and/or complaints to positively impact owner satisfaction and retention
- Analyzes customer concerns/inquires (i.e
- Requests for financial assistance, concerns that are dealer, sales, service, or product related) and handles accordingly
- Takes ownership of incoming communication; investigates and resolves various questions and concerns that are dealer, sales, service or product related
- Combines active listening with proactive decision-making skills to benefit Toyota customers
- Research unique customer requests using online resources and identify opportunities to improve customer satisfaction
- Accurately documents all customer contacts
- Work for Toyota Of North America at the Headquarters in Plano TX
Property Tax Department
Randstad Staffing
Irving, United States
08.2020 - 10.2021
- Company Overview: Work through the temp service for a company called Core Logic in Irving TX
- I work through the temp service for a company called Core Logic in Irving TX
- Here I work in the property tax department I assist the borrower with their property taxes including telling them what months the payments are due to come out of escrow helping them with their shortages setting them up to have their taxes paid directing them to the appropriate departments with their issues maintaining monitoring scores of 95 and above and adhering to all scheduled adherence within the company and the HIPAA laws
- Work through the temp service for a company called Core Logic in Irving TX
Participant Services Representative
AmeriFlex
Carrollton, United States
12.2017 - 10.2021
- Answer high volume calls, chats, or emails from the plan participants regarding various aspects of their plans such as FSA, HSA, HRA, LPF, and Cobra
- Proactively recommend solutions and set appropriate expectations for the participants
- Provide accurate information to the plan participants and internal business partners
- Strive for the first call resolution with all participant interactions including complaints and escalations
- Display professionalism and be empathetic with participants during difficult times
- Maintain compliance with all HIPAA guidelines and regulations
- Document all activity for quality metrics reporting through the CRM Application Customer Relationship Manager
Education
Associates of Science - Registered Nursing
El Centro College
Dallas, TX07-2027
Certificate - Medical Assistant
Westwood College
Dallas, TX06.2006
Skills
- Skilled in Microsoft Office Applications
- Proficient in High-Pressure Environments
- Effective Team Player
- Strong Verbal Skills
- Customer Engagement
References
- Kimberly Jimson, from Toyota Of North America, 909-780-4250
- Jazmine Ordaz, from Toyota Of North America, 214-325-0095
- DeLynna Scales, from Toyota Of North America, 469-989-2743
Certification
- Certification in CPR/AED/First-Aid
Timeline
Incoming Representative
Calance Staffing
11.2021 - 12.2024
Property Tax Department
Randstad Staffing
08.2020 - 10.2021
Participant Services Representative
AmeriFlex
12.2017 - 10.2021
Associates of Science - Registered Nursing
El Centro College
Certificate - Medical Assistant
Westwood College
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