Veronica Ann Black Johnson
Smyrna,TN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Successful Customer Service with 30 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
33
33
years of professional experience
Work History
Dock Forklift Driver
Nissan North America, Inc.
03.2021 - Current
- Operated forklift in compliance with OSHA guidelines and organizational policies.
- Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Maneuvered forklift safely using appropriate load rates and maintaining clear visibility of work areas.
- Unloaded materials and goods at designated locations for best project availability.
Hotel Front Desk Clerk
Sleep Inn And Suites
01.2019 - 10.2023
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Prepared reports on guest satisfaction levels and other metrics.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
Phlebotomy Team Lead
American Red Cross Blood Donation Center
07.2019 - 12.2019
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Used personal protective equipment correctly to protect coworkers and patients.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Packaged and shipped specimens to central lab daily.
- Conducted venipuncture and other CT procedures.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
Registered Medical Assistant
Dr Upkong Nwankwo
03.2015 - 05.2019
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Taught patients about medications, procedures, and care plan instructions.
- Prepared lab specimens for diagnostic evaluation.
- Implemented care and efficiency improvements to support and enhance office operations.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
Licensed Insurance Agent
Asurion Insurance Services
03.2008 - 05.2019
- Calculated quotes and educated potential clients on insurance options.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Developed and implemented promotional strategies to increase customer base.
Customer Care Representative
T-Mobile
03.2004 - 05.2008
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
No Degree -
Asurion Insurance
Nashville, TNAssociate of Science - Registered Medical Assistant
National Business And Technology
Antioch, TN05.2019
Associate of Science - Pharmacy Technology
National Business And Technology
Antioch, TN05.2018
Skills
- Multi-Line Phone Systems
- Supply Stocking
- Customer Support
- Complaint Resolution
- Product Knowledge
- Microsoft Excel
- Administrative Support
- Correspondence Management
- Quality Assurance
- Consultative Sales
- Scheduling
- Payment Processing
Timeline
Dock Forklift Driver
Nissan North America, Inc.
03.2021 - Current
Phlebotomy Team Lead
American Red Cross Blood Donation Center
07.2019 - 12.2019
Hotel Front Desk Clerk
Sleep Inn And Suites
01.2019 - 10.2023
Registered Medical Assistant
Dr Upkong Nwankwo
03.2015 - 05.2019
Licensed Insurance Agent
Asurion Insurance Services
03.2008 - 05.2019
Customer Care Representative
T-Mobile
03.2004 - 05.2008
No Degree -
Asurion Insurance
Associate of Science - Registered Medical Assistant
National Business And Technology
Associate of Science - Pharmacy Technology
National Business And Technology
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