Shilea Johnson

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
• Maintained high-quality service by adhering to company policies and standards in all member interactions.
• Maintained accurate member records and update demographic information.
• Complete Enrollments

• 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.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, company information (ex): placing orders and upgrades, tracking

orders, returns, and replace

• Educated customers about billing, payment processing, refunds, adjustments, promotions, discounts, support policies and procedures.

• Responded to customer requests for products, services, company information, assisted customers in navigating company website, placing online orders, tracking orders and returns, replacement order, refunds and adjustments.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Participated in training programs to enhance product knowledge and customer service skills.

• Handled a high volume of inbound calls, responded to customer requests for medical products, services, and company information upon request, collect demographics and update as needed, conduct survey screening questionnaire for clinical trials, also assist in the mail room, filing and processed BRC’s (Business Reply Cards)
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Reached out to small businesses (using script provided) for products, services, and the benefits of opening a business credit card account for small businesses.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Assisted with day-to-day operations (ex): open and closed store, process loans, scheduled ach payments, collections, daily deposit , managed and maintained daily and weekly reports. Managed time, work efficiently and productively with all team members in order to complete all tasks within deadlines.