Customer Service Specialist with Strong Empathy and Problem-Solving

Shannon Johnson

***- ***-**** ******************@*****.*** Jacksonville, FL 32277

PROFESSIONAL SUMMARY

Highly skilled in fostering positive customer relationships and resolving issues with patience and empathy. Adept at collaborating with diverse teams to enhance service delivery and achieve collective goals. Strong persuasive abilities with focus on understanding customer needs and delivering tailored solutions. Brings extensive knowledge of customer service principles and genuine love for working with people to create supportive and effective environment. EXPERIENCE

DRIVER, Jacksonville, FL

Uber, December 2021-Present

• Provided excellent customer service throughout delivery process.

• Developed strong relationships with customers by providing courteous service.

• Adapted quickly to changing road conditions and weather patterns during routes. CUSTOMER SERVICE TECHNICIAN / BILLING SPECIALIST, Jacksonville, FL ADT Security, August 2020-December 2021

• Utilized problem solving techniques to quickly resolve escalated issues from customers.

• Resolved alarm system and billing issues.

• Scheduled technician appointments and supported field operations. OPERATIONS COORDINATOR (TEMP), Jacksonville, FL

Streamline DX, February 2020-August 2020

• Scheduled imaging services and collaborated with hospitals and caseworkers.

• Managed pre-screening and case communications for workers' comp patients. ASSOCIATE MANAGER (CONTRACT), Jacksonville, FL

Prudential Financial, July 2018-January 2020

• Led training and onboarding in a high-volume call center.

• Provided coaching and performance feedback to improve service quality.

• Managed a high volume of death-related calls daily. REGISTRATION CLERK (PART-TIME), Jacksonville, FL

Northeast FL Endocrine and Diabetes Association, May 2017-June 2018

• Managed patient intake, insurance verification, and admissions processing.

• Scheduled procedures and trained staff in registration systems.

• Prepared documents related to registration activities including consent forms and release of information requests. TEAM LEAD / TRAINING COACH, Jacksonville, FL

Baptist Health, January 2013-June 2018

• Delivered coaching to enhance patient service experience.

• Supervised the daily work of staff to ensure work prioritization and quality.

• Mentored and coached team members to ensure successful performance. MEDICAL LIAISON, Jacksonville, FL

Stepping Stone Center for Recovery, November 2009-December 2012 Assessed patients' conditions by monitoring vital signs, observing physical characteristics and behavior, and reviewing medical history.

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Performed administrative tasks such as scheduling appointments, maintaining medical records, and preparing charts.

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• Provided patient care and assistance to medical staff in a busy hospital setting. LEAD DISPATCHER, Jacksonville, FL

Jacksonville Transportation Authority, August 2005-October 2009

• Directed driver activity and resolved rider issues quickly and effectively.

• Trained new dispatchers and managed service operations.

• Monitored driver performance and provided coaching when needed to ensure deadlines were met or exceeded. EDUCATION

BACHELOR OF ARTS (B.A.) IN EARLY CHILDHOOD EDUCATION (AECE), Jacksonville, FL, US

University of North Florida, June 2008

Jacksonville, FL

Stanton College Preparatory School, May 2004

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