Za'Na Johnson
Columbus,GA
Summary
Adept at managing high-stress situations and resolving customer complaints with empathy, I boosted loyalty at ResultsCX. Skilled in Microsoft Excel and active listening, my professional background spans customer service to dispatch coordination, emphasizing complaint resolution and critical thinking. Achieved significant improvements in customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
ResultsCX
11.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Insurance Patient Advocate
McKesson
07.2020 - 01.2024
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Monitored patient progress and provided emotional support.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
Assistant Manager
Waffle King
03.2017 - 08.2020
Dispatcher
Hubcity Towing
09.2017 - 12.2019
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Cook/Server
Waffle House
05.2014 - 03.2017
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
Education
High School Diploma -
The Keystone School
Reston, VA05.2015
Skills
- Customer service
- Microsoft Excel
- Customer education
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Complaint handling
- Complaint resolution
- Professional telephone demeanor
- Call center operations
- Call management
Timeline
Customer Service Representative
ResultsCX
11.2024 - 02.2025
Insurance Patient Advocate
McKesson
07.2020 - 01.2024
Dispatcher
Hubcity Towing
09.2017 - 12.2019
Assistant Manager
Waffle King
03.2017 - 08.2020
Cook/Server
Waffle House
05.2014 - 03.2017
High School Diploma -
The Keystone School
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