Brenya Johnson

Customer-focused administrative and client support professional with 4+ years of experience delivering exceptional service across insurance, legal, telecommunications, and identity verification industries. Experienced managing 100+ daily customer interactions, processing confidential documentation with 99.8% accuracy, and resolving complex customer issues while consistently exceeding performance metrics. Proficient in CRM platforms, Microsoft Office, Salesforce, Zendesk, data entry, compliance, and remote collaboration.

Recognized for improving efficiency, reducing escalations, and delivering exceptional customer experiences in fast-paced virtual environments. Experienced working independently in remote environments while managing multiple priorities, maintaining productivity, and delivering exceptional customer experiences.

Legal Administrative Specialist / Digital Court Reporter - Milestone, a VERITEXT company - Tampa, FL

(2025-11)

• Coordinate 2–3 legal depositions daily, managing scheduling, exhibits, participant communication, and documentation for attorneys, witnesses, and court personnel Produce 40–60+ pages of accurate legal transcripts daily while maintaining strict confidentiality and compliance standards.
• Manage 20+ active legal case files simultaneously, consistently meeting 100% of court-imposed deadlines.
• Proofread and edit legal transcripts achieving 99%+ documentation accuracy before final submission.
• Coordinate with attorneys, judges, and legal staff to resolve transcript discrepancies, reducing revision requests.
• Maintain organized electronic filing systems supporting rapid document retrieval and legal compliance.

Licensed Insurance Agent - USAA - Tampa, FL

(2025-01 - 2025-08)

• Managed 50–70 inbound customer interactions daily while maintaining a 92% First Call Resolution rate.
• Consistently exceeded monthly production goals by 15–30% through consultative customer service and relationship building.
• Educated customers on complex insurance products resulting in a 20% increase in customer retention and policy renewals.
• Accurately documented customer interactions in CRM while maintaining regulatory compliance and data integrity.
• Resolved billing, policy, and claims-related inquiries with empathy and professionalism, contributing to high customer satisfaction Reducing processing time by 15%

Retention Specialist - Charter Communications - Spectrum - Riverview, FL

(2024-08 - 2025-01)

• Retained 70% of customers that are considering cancellation, protecting recurring company revenue.
• Managed 60+ customer contacts daily across phone, chat, and email platforms
• Resolved billing disputes, technical issues, and service concerns while improving customer satisfaction.
• Maintained detailed CRM documentation ensuring accurate account history and follow-up.
• Reduced Phone metric time by 30%

Verification Specialist II - ID.ME - Tampa, FL

(2024-06 - 2024-08)

• Completed 100–120 identity verification cases daily while maintaining 99.8% accuracy.
• Reduced average processing time by 15%, improving workflow efficiency and customer satisfaction.
• Verified sensitive government documentation while maintaining strict compliance with federal security requirements.
• Resolved escalated verification issues through critical thinking and problem-solving.

High School Diploma - Middleton High School (2017 - 2021)