Summary
Overview
Work History
Education
Skills
Timeline
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Tonika Johnson

Jacksonville ,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

8
8
years of professional experience

Work History

Credit Card Customer Service Representative

TD Bank
05.2023 - Current
  • Research and resolve customer complaints and disputes related to credit card accounts.
  • Implement credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
  • Recommend products and services to meet customers' credit card and banking needs.
  • Review and verify vendor completeness and compliance to rectify billing disputes and fraud cases.
  • Build strong relationships with customers to increase retention and loyalty.
  • Process recurring automated payments and credit card payments.
  • Review transactions and receipts to identify any suspicious activity.
  • Contact customers directly to notify of fraudulent activity and minimize impacts.
  • Evaluate customer data to identify and prevent fraudulent activities.

Consumer Loan Processor

U.S. Bank
04.2021 - 02.2023
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
  • Prepared documents for underwriting by verifying client income, credit reports, and other information.
  • Handled any conditions sent from underwriting departments.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.

Mortgage Customer Service Representative

Freedom Mortgage Corporation
09.2020 - 03.2021
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Cross-trained and provided backup support for organizational leadership.

Mortgage Customer Service Representative

Select Portfolio Servicing
09.2019 - 07.2020
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and provided backup support for organizational leadership.

Mortgage Customer Service Representative

Enhanced Recovery Company
10.2017 - Current
  • Responded to customer requests via telephone and email and effectively answered questions and inquiries.
  • Promoted available products and services to customers during service, account management and order calls.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Sales Associate

JCPenney
07.2016 - 09.2017
  • Maintained organized, presentable merchandise to drive continuous sales.
  • Applied excellent communication skills and ability to establish rapport to close sales and meet targets.
  • Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.

Sales Associate

Journeys
10.2015 - 01.2016
  • Effectively completing monetary transactions 
  • Attained top performance in mobile sales with targeted, highly satisfied business customers by delivering exemplary service and assistance.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases, to boost revenue.

Education

High school - Highschool Diploma

Orange Park High School
Orange Park, FL
06.2017

Skills

  • Expert in Microsoft Word, PowerPoint, Excel, and MSP
  • Oral and Written Communication
  • Critical Thinking
  • Team Player
  • Problem Solving
  • Visual Design using Adobe Photoshop, Graphic Design and Illustration using Adobe Illustrator CS6, Print and Digital Media Publication using Adobe In Design CS
  • Account Receivable
  • Detail Oriented

Timeline

Credit Card Customer Service Representative

TD Bank
05.2023 - Current

Consumer Loan Processor

U.S. Bank
04.2021 - 02.2023

Mortgage Customer Service Representative

Freedom Mortgage Corporation
09.2020 - 03.2021

Mortgage Customer Service Representative

Select Portfolio Servicing
09.2019 - 07.2020

Mortgage Customer Service Representative

Enhanced Recovery Company
10.2017 - Current

Sales Associate

JCPenney
07.2016 - 09.2017

Sales Associate

Journeys
10.2015 - 01.2016

High school - Highschool Diploma

Orange Park High School

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Tonika Johnson