Customer Service Leader with 30+ Years Experience

Lavera Johnson

PROFESSIONAL SUMMARY

Highlights:

• More than 30 years of customer service experience in retail / sales processing and customer contact via telephone within retail, banking, health care, delivery of services,company transport and educational industries

• Possesses talent for assessing customers’ needs and presenting appropriate products and services resulting in #1 positions for performance, attendance, adherence

• Demonstrates exceptional focus, leadership, and analytical/problem solving skills with “can do” customer service resulting in customer trust and quick customer rapport creating repeat business

• Expertise in tactfully resolving escalated customer service issues to mutual satisfaction

• Recipient of numerous Achievement Awards for delivery of exceptional customer service

• MS Word, Excel, PowerPoint, Outlook, Internet, Multi-Line Phone Consul, Kronos, 10-Key, Data Entry

• IDOT Certified, Safety Driving Certified, CDL C trained, 2 Years of Supervising experience TECHNICAL EXPERIENCE

• MS Word, Outlook, Internet, Multi-Line Phone Consul, Kronos, Data Entry, Customer Service, Customer Care, Call Center, 25 WPM

PROFESSIONAL EXPERIENCE

UBER AUGUST 2015 - PRESENT

Driver

22 CENTURY TECHNOLOGIES AUGUST 2024 - JANUARY 2025 Associate Worker

DHS CHICAGO

● Light Warehouse Worker (09/2024-01/2025)

ILLINOIS STATE OF ILLINOIS DEPARTMENT OF TRANSPORTATION

● Office Support (08/2024-09/2025)

WALMART SPARK DRIVER AUGUST 2023 - PRESENT

Driver

● Responsible for delivering packages and items to customers/businesses as directed MANIFESTATION REALTY LLC FEBRUARY 2021 - PRESENT

Real Estate Investor

● Invest capital in property and sell it for a profit.

● Research, buy, maintain, and sell various types of properties

● Analyze different aspects such as taxes, demographics, and market trends. GLENGOLD HOSPITALITY, GLEN ELLYN AUGUST 2017 - JUNE 2021 Front Desk Clerk

● Welcome the incoming guests with immediate acknowledgment and pleasant greetings

● Anticipate the needs of the guest and to provide them assistance by allotting guest ● Follow all the procedures of the organization with respect to check in and check out procedures, understanding the concerns of the guests and sorting them out, accepting the payment by check or cash mode, etc.

● Handle the incoming calls and provide accurate details regarding the facilities, rates, amenities, etc.

● Handle the mail, balancing cash drawer, making cash drops, keeping logs of activities

● Route the incoming calls to the concerned person in the right department, to handle the fax operations, voice mail system and assist the guests in retrieving the messages.

● Responsible for adhering to all the rules and regulations of the organization and set a model for the other staff members.

VOLT, OAKBROOK NOVEMBER 2019 - DECEMBER 2019

Pick Module/Warehouse - Assistant II

● Assist with picker packer requests.

ADVANCED RESOURCES, CHICAGO JUNE 2019 - AUGUST 2019 Employment Verification Specialist

● Follow scripts and guided call path within proprietary software.

● Maintain established performance metrics including calls per hour and quality.

● Adhere to established processes and procedures.

● Adhere to confidentiality guidelines and legal compliance regulations as required.

● Escalate orders as appropriate.

● Able to regularly complete a designated quota of assignments.

● Utilize logic and reasoning skills.

● Possess strong verbal and written communication skills.

● Have excellent organizational skills.

● Be coachable.

● Proficiency with Microsoft Office Suite (especially Outlook, Word and Excel).

● Investigate by contacting institutions to verify, education, licensing and DOT sources provided.

Front Desk Receptionist,

● Answer incoming phone calls and transfer to the appropriate party

● Efficiently manage an influx of guests by greeting, receiving documents and correspondences.

● Maintain an efficient and well-kept Reception area.

● Receive mail from various carriers.

● Act as host to clients, colleagues and visitors by creating a welcoming environment. PACE NATIONAL EXPRESS, CHICAGO, VARIOUS NOV 2016 - Nov 2018 Driver

• Using Navigation tools, arrive in a timely manner.

• Work closely with Dispatch and service agents.

• Keep accurate logs of trips, fares, items carried during trips.

• Utilize Defensive Driving Knowledge for Safe Driving. • Safely transporting passengers in a safe, courteous, and reliable manner throughout the service area.

• Assisting in the boarding of passengers using wheelchairs or other mobility aids and properly secure wheelchairs and scooters.

XEROX, BOLINGBROOK Nov 2015 - Jul 2016

Customer Care Wireless Agent

• Verizon Wireless Customer Care Wireless Agents are available to assist customers with wireless service issues.

• Navigate through multiple computer applications with speed accuracy.

• Ability to navigate through multiple computer applications with speed and accuracy.

• Ability to work with customers to resolve inquiries.

• Provide troubleshooting assistance to customers.

• Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

• Maintain a high level of world class customer service/professionalism to a wide range of customers.

• Recommend products that best suit the customer.

• Ability to read and interpret documents.

• Ability to work with customers to resolve inquiries.

• Provide troubleshooting assistance to customers.

• Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

• Maintain a high level of world class customer service/professionalism to a wide range of customers.

• Recommend products that best suit the customer.

• Read and interpret documents.

LABOR TEMPS, CHICAGO July 2015 - May 2016

Associate Worker

• Sort mail into postal trays using tray tag zip code sorting (3 and 5 digit, carrier route, etc.).

• Independently operate mechanical inserters at a minimum of 3K per hour.

• Good attendance.

• Independently operate the following machines: Card Affixers, Read/Write camera match inserter, folders.

• Regularly lift and/or move up to 20 pounds.

• Occasionally lift and/or move up to 50 pounds.

• Vision abilities which include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

• Required to stand and walk and occasionally stoop, kneel or crouch.

• Keep a clean work area.

CITY STAFFING, CHICAGO July 2015 - July 2015

Associate Worker

• Assigned to SMS Assist Responsible for answering inbound calls in reference to creating or updating the status of work orders.

• Answer inbound calls and emails in accordance with published department standards for average handle time, efficiency and quality.

• Consistently process customer requests for duplicate certificates, exam scores, registration, and other inquiries in a timely, efficient and customer friendly manner. • Using appropriate systems and processes, proactively work to understand the customer’s needs and provide the best solution(s) possible.

• Properly document each interaction into the appropriate tracking system. LAVERA NESHAY’S BOUTIQUE, CHICAGO Mar 2015 – Jun 2015 Owner

• Manage beauty retail stores independently, housing 50+ skincare, cosmetic, and accessories brands.

• Coordinate with beauty brand representatives and vendors directly.

• Market variety of cosmetic and skincare products to appeal to clients.

• Manage bookkeeping, expenses, and all other financial aspects of business.

• Plan and execute the entire aspect of boutique operation.

• Handle inventory, buying and client service.

• Help customers in selecting the best products for their specific needs.

• Kept abreast with the latest product lines in the industry. APPLE ONE EMPLOYMENT, SCHAUMBURG Nov 2014 - Feb 2015 Call Center Agent- Capital One Costco Card Activation (Canada)

• Data entry of customer and account information and transactions.

• Understand and answer account specific questions.

• Problem solving to find the best possible outcome for customers – working through challenges to achieve the desired result.

• Connect and empathize with customers.

• Educate customers on the utilization of Capital One’s credit cards and reward services

• Educate customers on digital channels available to them.

• Attend team meetings and trainings.

SNELLING EMPLOYMENT, OAKBROOK Jun 2014 - Jul 2014

Customer Service Agent - Coverdell Supplemental Insurance

• Responsibility is to respond to incoming calls from the customers.

• Take orders.

• Answer questions and inquiries.

• Troubleshoot problems.

• Provide information.

• Handle complaints regarding the organization's products or services. UNITED STATES POSTAL SERVICE, CHICAGO Nov 2013 - Dec 2013 Casual Mail Handler

• Makes one or more sorts of outgoing and/or incoming mail using the appropriate sort program or manual distribution.

• On a rotation basis, performs all of the following duties: loads mail onto automated equipment, culling out non- processed items.

• Enters sort plan and starts equipment.

• Monitors flow of mail to ensure continuous feed.

• Sweeps separated mail from bins/stackers.

• Stops equipment when distribution run or operation is completed.

• Run machine reports.

• Clears jams.

• Contacts maintenance for assistance when required.

• Prepares work area, ensuring all necessary support equipment and materials, including labels, trays, and other containers are in place. • Removes sorted mail from bins or separations and places into appropriate trays or

containers for further processing or dispatch based on knowledge of operating plans and dispatch schedules, or at the instruction of supervisors or may riffle or verify mail to ensure sortation accuracy as needed.

• In addition, may perform any of the following duties: provide service at public window for non-financial transactions.

• Maintain records of mails, examine balances in advance deposit accounts, and record and bill mail requiring special service.

• Follows established safe work methods, procedures and safety precautions while performing all duties.

• Performs other duties as assigned.

COMCAST, OAK BROOK/WOODRIDGE Mar 2012 - Jul 2013

Customer Account Executive

• Retains Comcast customers by probing for current level of satisfaction and identifying reasons for request to disconnect where applicable.

• Responsible for overcoming concerns, resolving customer complaints/concerns through active listening, empathy, professionalism, and problem solving.

• Acts as a product consultant, promoting, recommending, and selling the value of Comcast products and services based on a logical relationship to the customer’s needs and interests, conducting comparison of customer spend on products/services via whole house review of total spend on competitive and company products and services where necessary.

• Demonstrate functional skill in communicating and explaining basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.

• To multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.

• Demonstrated awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).

• Followed established procedures for processing new installs, transfers, changes of service, and disconnects.

• Educate and promote self-service options.

• Fundamental understanding of the competitive environment and was to position Comcast’s products positively to our customers.

• Was able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.

• Demonstrated ability to achieve established goals and performance metrics.

• Regular, consistent and punctual attendance.

• Able to work nights and weekends, variable schedule(s) and overtime as necessary.

• Attend training as required.

• Work independently, and seek Supervisor support when necessary.

• Interact with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues.

• Able to wear a telephone headset and manipulate objects such as pen, keyboard, and mouse.

• Other duties and responsibilities as assigned.

EDUCATION

Real Estate Investment (hobby currently)

Chicago Association of Realtors, 2019

Home Health Aide (updated as needed)

Jewish Vocational Services, Mar 2012

Life-Fire/Property-Casualty/License(expired)

Unitrin Career Agency, Jun 2011

Computer Information Systems

City Colleges of Chicago (Wright/MXC), May 2009 (graduation, tbd)

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