Shamika Johnson

Professional Profile:

Over * years of exceptional customer service experience in a call center industry

Strong analytical, communication and decision making skills

Proficient with CSS, Provenir, CCAP, SVP, FDR, Hogan systems, and Microsoft Office Programs

Professional Experience:

02/2015 – 09/2015 American Homes 4 Rent Las Vegas, NV

Maintenance Coordinator

Handled more than 100 inbound and outbound calls/day from tenants and vendors

Completed maintenance issues and negotiated bids when necessary

Transferred from customer service regarding new and previous service request made

Created and monitored work orders until completion

09/2012 – 10/2014 Wells Fargo Credit Originations Las Vegas, NV

Consumer Loan Underwriter I/ Customer Service Rep 4

Handled 200-300 inbound/outbound calls/day from customers

Monitored call volumes, response and abandon rates, using Avaya/CMS system

Developed and monitored team member performance to ensure service levels

Worked with managers to identity issues with servicing needs

Provided performance feedback to corresponding managers

Communicated company policy, procedures and practices to team members

04/2012 – 09/2012 AppleOne Staffing Services/Wells Fargo Las Vegas, NV

Consumer Loan Underwriter (Contract)

Handled 200-300 calls/day from clients

Handled escalated non-routine to complex calls generated from multiple sales channels

Assisted internal or external customers with new applications or existing accounts

Reviewed, analyzed decision credit limit increases and credit card applications

Processed complex transactions and perform extensive research

Reviewed credit reports and apply knowledge of standard underwriting procedures and creditor financial analysis techniques

01/2010 – 04/2012 Vintek Las Vegas, NV

Title Clerk

Handled 50-60 inbound and outbound calls from customers

Provided customers accurate information by phone concerning DMV

Reviewed transactions and followed up with DMV to ensure title and lien are secured

Documented accounts correctly on internal database

Provided staff assistance ensuring documentation for each customer contact

Maintained a professional demeanor while personalizing the customer support experience

Education:

Valley High School – Las Vegas, NV

High School Diploma, 1996

Contact this candidate