Customer-Focused Call Center Specialist and Leader

OCKEE JOHNSON

Las Vegas, NV • 725-***-**** • ******@******.***

PROFESSIONAL SUMMARY

Customer-focused professional with extensive experience in call center operations, technical troubleshooting, loan servicing, and cash handling. Recognized for delivering high-quality, white-glove service while maintaining accuracy, compliance, and efficiency in fast-paced environments. CORE COMPETENCIES

Customer Support • Team Leadership • Technical Troubleshooting • Loan Servicing • Call Center Operations • Cash Handling & Reconciliation • CRM & Office Software PROFESSIONAL EXPERIENCE

IntouchCX – Las Vegas, NV

Member Services Agent Sept 2024 – Aug 2025

• Delivered multi-channel support (chat, email, phone) to Peloton members.

• Diagnosed and resolved equipment and application issues with step-by-step guidance.

• Maintained detailed and accurate documentation of customer interactions. Team Leader Apr 2024 – Sept 2024

• Led and coached agents to consistently meet performance and quality benchmarks.

• Managed escalations and implemented improvement initiatives based on team metrics. Customer Service Agent Jul 2023 – Apr 2024

• Supported customers with device setup and connectivity troubleshooting.

• Ensured CRM accuracy while managing high-volume interactions. Caesars Entertainment – Las Vegas, NV

Cage Cashier Feb 2023 – Apr 2023

• Processed high-volume cash transactions with strict attention to accuracy and compliance. PennyMac – Summerlin, NV

Loan Servicing Specialist Feb 2022 – Jun 2022

• Resolved complex loan servicing and insurance compliance issues.

• Ensured accuracy of loan documentation and third-party communications. Cox Communications – Las Vegas, NV

Customer Service Representative Jan 2014 – Feb 2022

• Managed billing, service, and retention-related inquiries in a high-volume environment.

• Consistently met customer satisfaction and performance metrics. EDUCATION

Century Business College – Las Vegas, NV

Secretarial Studies & Office Administration Completed Nov 1999

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