Tekale Johnson
Pine Bluff,AR
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
HBA Coordinator
Verizon Wireless
06.2022 - Current
- Lead huddles and meetings about metrics
- Assist representatives via chat to help with customers
- Entered data, generated reports, and produced tracking documents.
- Coached employees through day-to-day work and complex problems.
- Gathered and organized materials to support operations.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Skilled at working independently and collaboratively in team environment
- Self-motivated, with strong sense of personal responsibility
HBA Transfer of Service
Verizon Wireless Corporation
01.2020 - 06.2022
- Managed over 50 customer calls per day
- Account processor responsible for reviews, processing, and entering various documents such as credit applications
- Modifying information on existing accounts and recording transactions
- Answering customers inquiries, receiving classifying, consolidation and summarizing documents and confidential information
- Preformed various tasks that are related to processing customers accounts, and computer literacy
- Data entry, and document processing with integrity while paying attention to detail
- Analyzed and interpreted financial data to inform business decisions.
- Worked effectively in fast-paced environments
- Excellent communication skills, both verbal and written
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Identified issues, analyzed information and provided solutions to problems
- Cultivated interpersonal skills by building positive relationships with others
HBA Customer Service Advocate
Verizon Wireless
09.2016 - 01.2020
- Managed over 50 customer calls per day
- Top 85% providing confident solutions, preventing callback
- Top 95% providing solutions to prevent disconnects
- Top 95% providing great customer experience
- Work directly with team to ensure all metrics re-meet via chat and meetings
- Assist team members on skills and knowledge to exceed expectations on calls
- Provide best solutions for escalated billing, technical, or account issues
- Accurately document, research, and resolve customer issues
- Use tools and resources for escalated billing, technical, or account issues
- Use tools and resources efficiently to discover root cause of issues
- Assist with troubleshooting and provide unique techniques to resolve issues
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Deputy Assessor
Jefferson County | Jefferson County, Courthouse
07.2008 - 12.2014
- 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
- Prioritize assigned tasks and daily work flow
Administrative Support
Registrar | Pine Bluff School District
06.2009 - 09.2014
- Contact: Suzetta Anderson: 870.543.4207,
- 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 Work EXPERIENCE (Continued)
- 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
- Crystal Conway
- 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
- Cross-trained and provided backup support for organizational leadership
- Increased efficiency and team productivity by promoting operational best practices
Education
MBA - Business Administration And Management/ Human Reso
Strayer University
Washington, DC2013
Bachelor of Science - Sociology
University of Arkansas At Pine Bluff
Pine Bluff, AR2006
Computer Networking
Southeast Arkansas College
Pine Bluff, AR2003
Skills
- PowerPoint
- Excell
- Microsoft Word Windows
- QuickBooks Organizational Skills
- Switchboard Operator
- Collections
- Interpersonal Skills
- Detail Focus
- Dependable and Honest
- Leadership and Problem Solving
- Strong Written and Verbal Skills
- Corrective Actions
Timeline
HBA Coordinator
Verizon Wireless
06.2022 - Current
HBA Transfer of Service
Verizon Wireless Corporation
01.2020 - 06.2022
HBA Customer Service Advocate
Verizon Wireless
09.2016 - 01.2020
Administrative Support
Registrar | Pine Bluff School District
06.2009 - 09.2014
Deputy Assessor
Jefferson County | Jefferson County, Courthouse
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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