Sherina Johnson
Deltona,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
South East Personnel Leasing Inc
03.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answers incoming calls, assists existing commercial and residential customers in resolving issues.
CSR Dispatch
Alorica
04.2023 - 01.2024
- Handle elevator entrapments & broken elevators & escalators / dispatch technicians, fire & medical as needed, assist with elevator release steps, create tickets for broken units, state violations, certificates & repairs.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Private Home HealthCare
James Mable
02.2020 - 09.2023
- Cared for client with Parkinson Disease & Dementia.
- Conducted timely assessments of vital signs including blood pressure, pulse rate, respiration, and temperature to monitor patient health.
- Assisted clients in maintaining their independence by offering support with daily activities such as bathing, dressing, and grooming.
- Facilitated therapeutic exercises and mobility assistance for improved physical functioning and overall wellbeing.
- Recognized changes in patients' behavior or conditions that might require medical attention, intervening promptly to address concerns and prevent complications.
- Collaborated closely with clients' healthcare providers to ensure continuity of care and coordinate services for optimal results.
Benefits Coordinator
Aon Benefit Solutions (Seasonal)
08.2018 - 03.2020
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Coordinated open enrollment events to educate employees on benefit options and encourage informed decision making.
- Coordinated and managed all aspects of annual benefit plan renewals-ensuring a seamless transition for employees while minimizing disruption to ongoing operations.
Homemaker / Medical
Self Employed
08.2016 - 08.2018
- Self-motivated, with a strong sense of personal responsibility.
CSR
Frontier Communications
06.2013 - 06.2016
- Serviced merchants with Intuit QuickBooks, Gopayment, credit card terminals, Point of Sale software & equipment, assisted bank reconciliation, terminal replacements, force closed batches, advise reason for declined credit cards, captured voice authorizations, verified transactions, connected online shopping carts to merchant account, processed refunds & credits, Educated clients on QuickBooks software
Customer Service Analyst
APC Workforce Solutions D/b/a/ ZeroChaos
09.2010 - 06.2013
- Workforce Support Analyst - Inbound payroll calls, processed timesheets, payroll & timesheet adjustments, managed employee w2 reprints, processed wires /payments for employees who begin before start date, verification of employment letters & other more duties
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Administrative Manager
The “Negro Spiritual” Scholarship Foundation
10.2001 - 08.2010
- Facilitated all bookkeeping & financial tasks, recorded minutes, processed biweekly payroll.
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
Education
Associate of Science - Business Management
Colorado Technical University
Colorado Springs, CO02.2022
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Conflict Resolution
- Microsoft Excel
- Payment Processing
- Microsoft Outlook
- Administrative Support
- Customer Relationship Management (CRM)
Timeline
Customer Service Representative
South East Personnel Leasing Inc
03.2024 - Current
CSR Dispatch
Alorica
04.2023 - 01.2024
Private Home HealthCare
James Mable
02.2020 - 09.2023
Benefits Coordinator
Aon Benefit Solutions (Seasonal)
08.2018 - 03.2020
Homemaker / Medical
Self Employed
08.2016 - 08.2018
CSR
Frontier Communications
06.2013 - 06.2016
Customer Service Analyst
APC Workforce Solutions D/b/a/ ZeroChaos
09.2010 - 06.2013
Administrative Manager
The “Negro Spiritual” Scholarship Foundation
10.2001 - 08.2010
Associate of Science - Business Management
Colorado Technical University
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