Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tekale Johnson

Pine Bluff,AR

Summary

Dynamic customer service professional with extensive experience at Verizon Wireless, excelling in data analysis and technical troubleshooting. Proven track record in quality assurance and fraud detection, enhancing customer satisfaction through effective communication and problem-solving. Adept at training development, fostering team collaboration to achieve strategic goals.

Overview

17
17
years of professional experience

Work History

CS-Loyalty Champion II

Verizon Wireless
Pine Bluff, AR
10.2024 - Current
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

HBA COORDINATOR

Verizon Wireless
Pine Bluff, AR
06.2022 - Current
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Monitored phone calls to provide feedback and coaching.
  • Created training manuals to resolve simple and complex customer issues.

HBA TRANSFER OF SERVICE

Verizon Wireless Corporation
Pine Bluff, AR
01.2020 - Current
  • Advised customers on available options based on their individual needs and circumstances.
  • Assisted customers with inquiries regarding the status of their credit applications.
  • Performed data entry of financial information into database.
  • Updated customer profiles in the system with accurate information after verifying it was correct.
  • Identified potential fraud cases and escalated them accordingly.

HBA CUSTOMER SERVICE ADVOCATE

Verizon Wireless
Pinebluff, AR
09.2016 - Current
  • Provided expertise on product knowledge, services, policies and procedures to customers.
  • Coordinated with other departments to resolve customer issues efficiently.
  • Resolved escalated issues from team members or customers in an efficient manner.
  • Handled customer inquiries and complaints in a professional manner.

DEPUTY ASSESSOR

Jefferson County
07.2008 - 12.2014
  • Company Overview: Jefferson County, Courthouse
  • Contact: Yvonne Humphrey: 870.541.5346
  • Make personal property assessment both in person and by phone, mail, email, fax, and Department of Revenue Monitors
  • Verify online assessments through Scout Assess
  • Make proper updates using copies of death certificates and other probate related documents
  • Make proper updates by using Titles and/or Bills of Sale to assess personal property of individuals and businesses by phone, fax, or email and in person
  • This includes adding vehicles, boats, planes, trailers, motorcycles, ATV's, motor homes, livestock, etc
  • Conduct research to find where individuals have previously assessed and make corrections necessary to ensure correct millage for taxation purposes and amending tax districts if person has moved
  • Answer questions and direct walk-in customers, as well as phone calls, to proper office or department
  • Correct assessments based on reports that are designed for purpose of checking for accuracy
  • Make decisions concerning correspondence to outside agencies to request corrections of documents affecting assessment records
  • Jefferson County, Courthouse

ADMINISTRATIVE SUPPORT

Pine Bluff School District
Pine Bluff, AR
06.2009 - 09.2014
  • Processed students entering school district
  • Maintained student demographics in system and in file
  • Submitted requests and/or sent student information to and/or from other schools
  • Maintained and sent students' transcripts to colleges or place of employment
  • Also worked at Oak Park School as a long-term sub for K-5
  • Secretarial duties, scheduling, time and attendance was performed at 34th Elementary School
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes
  • Managed filing system, entered data and completed other clerical tasks
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions

CUSTOMER SERVICE REPRESENTATIVE

ATT Wireless
01.2008 - 07.2008
  • Managed over 50 customer calls per day
  • Received inbound calls from customers and assisted them with making payments or payment arrangements and billing inquiries
  • Assisted customers with technical assistance and troubleshooting problems had with their wireless phone
  • Handled customer inquiries and suggestions courteously and professionally
  • Actively listened to customers, handled concerns quickly and deescalated effectively
  • Answered customer telephone calls promptly to avoid on-hold wait times

Education

MBA - Business Administration And Management/ Human Reso

Strayer University
Washington, DC
01.2013

Bachelor of Science - Sociology

University of Arkansas At Pine Bluff
Pine Bluff
01.2006

Computer Networking -

Southeast Arkansas College
Pine Bluff, AR
01.2003

Skills

  • Customer service
  • Quality assurance
  • Data analysis
  • Technical troubleshooting
  • Fraud detection
  • Problem solving
  • Effective communication
  • Customer relationship management
  • Training development

Timeline

CS-Loyalty Champion II

Verizon Wireless
10.2024 - Current

HBA COORDINATOR

Verizon Wireless
06.2022 - Current

HBA TRANSFER OF SERVICE

Verizon Wireless Corporation
01.2020 - Current

HBA CUSTOMER SERVICE ADVOCATE

Verizon Wireless
09.2016 - Current

ADMINISTRATIVE SUPPORT

Pine Bluff School District
06.2009 - 09.2014

DEPUTY ASSESSOR

Jefferson County
07.2008 - 12.2014

CUSTOMER SERVICE REPRESENTATIVE

ATT Wireless
01.2008 - 07.2008

MBA - Business Administration And Management/ Human Reso

Strayer University

Bachelor of Science - Sociology

University of Arkansas At Pine Bluff

Computer Networking -

Southeast Arkansas College

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