Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tanisha Johnson

RICHMOND,VA

Summary

[ Goal driven customer service and sales expert with diverse experience in providing exceptional service. Known for identifying customer needs and delivers effective solutions to problems. Attentive to details with outstanding follow-through. Proficient in building customer rapport along with maintaining customer relationships. Personable and professional under pressure with motivated, energetic nature. Skilled in training others, maintaining schedules, organization, ensuring maximum business revenue while in a project manager role. Efficiently works independently as well as collaboratively.]

Overview

12
12
years of professional experience

Work History

Account Expert

T-Mobile
07.2023 - Current
  • identify customer needs and use solution-based selling techniques to fully demonstrate the value of T-Mobile products and services.
  • Account Management
  • determine and resolve root causes to customer concerns and inquiries, identify appropriate revenue and service enhancement opportunities, and explore customer needs to develop loyal and profitable customers, including activations, payment arrangements, and other collections activities
  • Provide effective and timely resolution of various customer inquiries and concerns.
  • Build customer loyalty and value through effective account management, identifying appropriate additional products, features, and services, and collecting past-due balances.
  • Deliver exceptional customer service using resource documentation for reference and the automated and training tools provided.
  • Meet department productivity and quality standards.
  • Approaches each call with a cando mindset and treats each customer with respect, courtesy, and a genuine desire to help.
  • Complete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency in company values, organizational requirements, and competencies needed for the Expert role.

Account Coordinator

Capital One
09.2018 - 03.2023
  • Updated internal databases and multiple systems with account information to maintain concise, clear records. Assisted in developing and implementing business improvement programs to bring gradual, ongoing improvements to products, processes and services. Handled inbound calls to assist callers with their loved one estate manners in an empathic style. Assist customers with Fraud issues, Liens and Judgments. Accurately update accounts. Provide knowledge and education to cardholders about estate guidelines, interest, company policies, liens and judgments, and online services. Aided cardholders with account questions, billing transactions, and payment inquiries in a timely and accurate fashion. Successfully trained a class of 15 plus new hires for Estates Notification Department followed by successfully training a group of lends to Estates Notification. Facilitate group call listening sessions to analyze Quality Assurance data to determine trends. Create and present refresher training in a team meeting setting. Coach peers on call flow and customer experience initiatives. Provide error rate reducing tips and coaching. Effectively keep up with using multiple computer systems and accounts at once. Met department needs and metrics. Project role as an Estates Trailblazer from March 2022-March 2023,Tested new Empath systems for Estates Work Entries,Manual Cases, and Estates case work, assisted with data, feedback, errors and solutions while working with different departments to ensure efficiency, trained Estates agents on new systems via Zoom, Hangouts and Slack

Peer/Trainer

Capital One
11.2019 - 03.2020
  • Facilitate group call listening sessions, Analyze QA data to determine trends, Create and present refresher training in a team meeting setting, Coach your peers on call flow and customer experience initiatives, provide error rate reducing tips and coaching.
  • Set positive example for team members by providing high-quality, efficient service.
  • Identified team weak points and implemented corrective actions to resolve concerns.

Capital One
12.2019 - 03.2020
  • R.O.A.R Award for receiving outstanding results in the Estates Notification department
  • Earned an award known as ‘Estates Most Wanted,’ for consistently achieving department metrics and no errors
  • Earned a coaching position within Estates Notification due to my skills, knowledge, and the ability to help others
  • Recognized as the Associate of the month]
  • Internal Projects at Capital One, Trained associates from HVS department for temporary position with Estates Notification

Receptionist

European Wax Center
07.2018 - 09.2018
  • Processed payments
  • Scheduled Appointments
  • Account Management
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Resolved customer problems and complaints.
  • Upheld high standards of customer service by promoting and upselling new products and services.

Assistant

Above The Bar Records
02.2013 - 06.2017
  • Sales and Marketing Liaison
  • Scheduling/Booking
  • Shows/Interviews
  • Record Keeping
  • Worked closely with manager to provide effective assistance for specific aspects of business operation.
  • Assisted manager in all aspects of business operations.
  • Managed and completed paperwork and overall office administration operations.

Education

B.S - Business Administration – Human Resources

Riverside City College
Riverside, CA

Bachelor of Arts - Business Administration And Management

Colorado Mesa University
Grand Junction, CO

Certification - Human Resources Development

UDEMY

Certification - Professional in Human Resources

Udemy

Diploma -

Charles Zupanic High School
Riverside, Ca
06.2010

Skills

  • Project Management
  • Empathetic
  • Self-Motivated
  • Time Management
  • Financial Services
  • Account Maintenance
  • Administrative
  • HRIS
  • Record Keeping
  • Microsoft Offices
  • Google Suites/ Drive
  • Tsys
  • Capstone/Insight
  • Chordiant
  • Iris
  • Mars/Whirl
  • Relationship Building
  • Detailed and Organized
  • Case Research
  • Effective Coaching
  • Analyzing Trends and Metrics
  • Computer systems

Timeline

Account Expert

T-Mobile
07.2023 - Current

Capital One
12.2019 - 03.2020

Peer/Trainer

Capital One
11.2019 - 03.2020

Account Coordinator

Capital One
09.2018 - 03.2023

Receptionist

European Wax Center
07.2018 - 09.2018

Assistant

Above The Bar Records
02.2013 - 06.2017

Bachelor of Arts - Business Administration And Management

Colorado Mesa University

Certification - Human Resources Development

UDEMY

Certification - Professional in Human Resources

Udemy

Diploma -

Charles Zupanic High School

B.S - Business Administration – Human Resources

Riverside City College

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