Wendy Johnson
Lenexa,KS
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Agent
American Airlines
08.2021 - Current
- Assisted customers in person
- Explained products and benefits
- Scheduled reservations for customers
- Generate passenger reservations and boarding passes
- Resolving disservice situations, determine alternate flight options for delayed, canceled or missed flights, change/re-book reservation
- Operate Computer to enter and retrieve data, perform simple calculations.
Customer Service Representative II
US BANK
05.2020 - 12.2021
- Answering incoming calls and assisting customers with questions and concerns related to their credit card accounts
- Properly diagnosing customer needs and proactively educating them about the features and benefits of credit card products and services
- Effectively utilizing system applications to achieve desired outcome
- Documenting required information via system applications
- Retaining product and process knowledge.
Customer Care Representative I
JCPenney
07.2019 - 03.2020
- Provides customer service to manage inquiries concerning merchandise, system support, or sales orders, and problems via telephone
- Handles escalated calls from customers as well as provides in-call assistance needed from associates in the center
- Takes sales orders and suggests additional products and/or services.
Administrative Assistant
Delta Global Services
08.2018 - 01.2019
- Maintain strict confidentiality of all station personnel records and any other employee information
- Maintain schedules, compile reports, and prepare billing information
- Ensure complete processing of employment applications and new-hire paperwork including occasionally interviewing potential employees and keeping track of applicant information
- Maintain personnel records of active and inactive employees according to Company policy established by Human Resources
- Enter new hire information, personnel changes, personal data changes and payroll information into HRIS
- Coordinate fingerprinting and badging applications for Security Identify Display Area access
- Assist employees with benefits enrollment and with questions/issues related to benefits.
Front Desk Agent/ Customer Service
Holiday Inn Country Club Plaza
02.2018 - 07.2018
- Answer the phone at the front desk to respond to current and prospective guests' needs
- Book reservations for individuals, families and groups as required
- Greet walk-in guests and guests with reservations when they arrive at the front desk schedule special services, such as spa treatments, when guests inquire
- Refer guests to local amenities and venues, communicate guests' requests and complaints to the appropriate department.
Front Office Manager/Human Resources
Dillard's Oak Park Mall
10.2017 - 01.2018
- Provided administrative support to the Store Manager and Assistant Store Managers
- File documents, retrieved faxes, created spreadsheets, and created reports
- Responsible for E-Verify for all new hires, created new files for new hires, and checked for attendance and daily time entry
- Responsible for processing payroll for the entire store, responsible for viewing and retrieving application from Dillard's database and scheduling interviews for hiring managers.
Customer Service Representative
National Flood Insurance
07.2017 - 10.2017
- Flood Insurance, tracking policies, communicating with policyholders and third parties
- Locating and gathering necessary documents, preparing mail outs
- Processing policy changes.
Customer Service Representative
Signature Flight Support
10.2016 - 06.2017
- Arranging services including hotel, catering, and ground transportation, coordinating aircraft services, such as fuel and hanger storage
- Effectively communicating via air-to-ground radio and ground-to-ground radio, in addition to other forms of communication, delivering a proactive, personalized service experience to private and corporate aviation clientele
- Processing customer invoices, answering customer questions, and resolving issues as necessary.
Consumer Loan Processor
NBH Bank
12.2015 - 09.2016
- Finalize loan contracts
- Prepare commitment letters, denial, and cancel files when necessary
- Assess the credit standings of applicants through background check.
Gate/Ticket Agent
United Airlines
08.2015 - 11.2015
- Generate passenger reservations and boarding passes
- Resolving disservice situations, determine alternate flight options for delayed, canceled or missed flights, change/re-book reservation
- Operate Computer to enter and retrieve data, perform simple calculations.
Customer Care Representative
Furniture Mall of Kansas
04.2015 - 07.2015
- Provided excellence customer service for all guests and shaking hands with guest when sell is complete
- Process financing application for guests, Check Availability for deliveries and Set up deliveries for guests, process tickets and bill tickets, processed phone orders for guests.
Customer Care Specialist I
Sprint
10.2013 - 03.2015
- Provides first level inbound telephone support for customer
- Troubleshooting, investigating and resolving questions they may be having with Sprint's products and services with an objective of resolving the issue in one phone call
- Provides empathetic, courteous, quality customer service in an accurate and timely manner.
Gate/Ticket Agent
Delta Airlines
05.2012 - 09.2013
- Ticketing processing, selling, printing, reissues operate jet ways to place them in position prior to aircraft and lifting, opening, and securing aircraft doors
- Managing the check-in process, ensuring customers have the proper documentation for travel, properly tagging baggage
- Checking and handling baggage, managing and initiating the boarding process
- Performing lifting tasks that involve transferring baggage from scales to conveyor belts, lifting bags up to 50lbs, use of computers and assists customers with seat availability, gate announcements with regarding the boarding process, flight status.
Customer Service Representative
GE Capital
10.2010 - 03.2012
- Responded to customer requests and calls
- Identified and resolved customer issues using the computer system
- Completed call logs and reports, Researched billing issues and misapplied payments
- Initiate, document, track, manage and resolve support cases in a timely and efficient manner.
Education
No Degree - Human Resources Management
Ottawa University
Overland Park, KS01.2014
Human Resources Management -
Park University
01.2009
Computer Science MITT Program -
Penn Valley Community College
Valley, Penn01.2000
High School Diploma -
East High School
Kansas City, MO05.1988
Skills
- Processed invoices for a variety of companies
- Typing speed: 65 wpm
- Microsoft office200
- Outlook
- Excel
- Access
- PowerPoint
- Publisher
- And Word
- Payroll Software: Quick Books
- Lawson- processed payroll for 300 to 400 employees
- Billing & Invoice software: Online Invoices
- Billwerk
- Human Resources
- Java
- Computer Science
Customer Focus
Escalation management
De-Escalation Techniques
Call center experience
Building rapport
Workauthorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Timeline
Customer Service Agent
American Airlines
08.2021 - Current
Customer Service Representative II
US BANK
05.2020 - 12.2021
Customer Care Representative I
JCPenney
07.2019 - 03.2020
Administrative Assistant
Delta Global Services
08.2018 - 01.2019
Front Desk Agent/ Customer Service
Holiday Inn Country Club Plaza
02.2018 - 07.2018
Front Office Manager/Human Resources
Dillard's Oak Park Mall
10.2017 - 01.2018
Customer Service Representative
National Flood Insurance
07.2017 - 10.2017
Customer Service Representative
Signature Flight Support
10.2016 - 06.2017
Consumer Loan Processor
NBH Bank
12.2015 - 09.2016
Gate/Ticket Agent
United Airlines
08.2015 - 11.2015
Customer Care Representative
Furniture Mall of Kansas
04.2015 - 07.2015
Customer Care Specialist I
Sprint
10.2013 - 03.2015
Gate/Ticket Agent
Delta Airlines
05.2012 - 09.2013
Customer Service Representative
GE Capital
10.2010 - 03.2012
No Degree - Human Resources Management
Ottawa University
Human Resources Management -
Park University
Computer Science MITT Program -
Penn Valley Community College
High School Diploma -
East High School
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