Kezia Johnson

Motivated customer service leverages diplomatic communication and level-headed approach to resolve issues. Maintains meticulous records in company software and drafts reports detailing performance. Dedicated to fostering customer loyalty and guiding prompt resolutions.

Call Center Representative - Atrium Staffing / Public Partnership LLC - New York, NY

(2025-03)

• Navigated multiple computer applications while conversing with customers.
• Completed high volume of inbound and outbound calls within deadlines.
• Resolved customer concerns, following internal database prompts and company scripts.
• Displayed positive, professional, and empathetic tone to deliver consistently superior service.
• Complied with data security and confidentiality policies to safeguard customer information.
• Followed up on unresolved issues to ensure customer satisfaction.
• Conducted outbound calls as necessary for various campaigns or follow-up purposes.
• Demonstrated excellent communication skills when interacting with diverse customers.
• Created and entered enrollment applications for new consumers in company database.

Dispatcher - City Link - Abilene, Texas

(2024-08 - 2025-02)

• Monitored vehicle locations and statuses using GPS tracking systems.
• Prioritized emergency calls and dispatched appropriate personnel as needed.
• Adjusted routes to account for traffic congestion, road closures, or accidents.
• Balanced cash drawer at beginning and end of each shift.
• Liaised with law enforcement agencies to report incidents involving company vehicles or employees.
• Enhanced customer service and satisfaction with expert handling of escalated complaints.
• Promoted and maintained courteous, high-quality customer service throughout transactions.
• Handled high volume of calls during peak hours while maintaining excellent customer service standards.
• Assisted callers with inquiries, routing calls, and providing information as needed.

Parking Lot Attendant - City of Abilene - Abilene, TX

(2024-08 - 2024-12)

• Conducted periodic equipment checks on ticket dispensers, gates, and other hardware essential for smooth operations.
• Collected money from existing guests based on time spent in lot.
• Operated cash register for daily transactions, ensuring accurate payment collection from patrons.
• Responded promptly to customer inquiries or complaints regarding fees, policies, or service quality.
• Verified ticket machine supplies and operations to keep equipment operational.
• Completed opening and closing duties.

401K Customer Service Representative - FIS (Fidelity Information Services) / T. Rowe Price - Remote, Texas

(2024-01 - 2024-06)

This was an 6 month contract position

• Answered customers questions regarding their employer sponsored retirement plans.
• Guided customers through and processed transactions such as withdrawal, loans, contribution decisions, rollovers.
• Guided and educated customers on their investments and options.
• Accurately documented, researched and resolved customer issues.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
• Managed high call volume with tact and professionalism

Customer Service Representative - Sitel Group / State Farm Insurance - Remote, TEXAS

(2021-06 - 2023-12)

• Navigate through multiple systems
• Ongoing training and skill development
• Maintained up-to-date knowledge of customer accounts
• Confirmed payments, refunds, etc.
• Resolved payment and order disputes
• Provided excellent technical support
• Anticipated needs and resolved problems to keep customers happy.
• Collaborated across departments to resolve customer-related issues.
• Managed customer calls efficiently in fast-paced call center environment.

Credit Specialist IV - First Financial Bank - Abilene, Texas

(2015-08 - 2021-05)

• Provided expert guidance on industry best practices for loan review processes.
• Participated in training sessions related to lending, credit risk, and regulatory requirements.
• Utilized various software programs to analyze borrower data efficiently.
• Reviewed loan files to ensure completeness and accuracy.
• Collaborated with loan officers and processors to resolve any identified problems.
• Performed quality control audits on new loans to identify potential issues.
• Conducted periodic reviews of commercial and consumer loans as needed.
• Resolved customer complaints quickly, employing knowledge of loan products, bank policies, and customer service strategies.
• Rectified application missing and incorrect information with proactive approach to reviewing documentation.

Administrative Assistant II - Helena Chemical Company - Merkel, Texas

(2010-08 - 2015-07)

• Answered customer questions about available products and services.
• Updated databases and spreadsheets regularly to track progress.
• Created and maintained spreadsheets with advanced Excel functions and calculations to develop reports and lists.
• Administered accounts payable, accounts receivable, and billing.
• Prepared financial statements for clients on monthly, quarterly, and annual basis.
• Balanced cash drawer at beginning and end of each shift.
• Kept inventory records updated and prepared standard reports for management review.
• Prepared documentation for inbound shipments, ensuring timely receipt into warehouse systems.
• Checked validity of truck seals before allowing access onto scale platform.
• Prepared daily reports of all incoming/outgoing shipments, including net weights, gross weights.

Certified Medical Assistant - Dr. Kapu - Anson, Texas

(2008-09 - 2010-08)

• Oversaw patient check-in by pulling charts, verifying data and organizing paperwork.
• Assisted clinicians with in-office procedures.
• Updated records in EHR system, carefully protecting patient information and verifying data.
• Administered injections, medications, and vaccinations as directed by physician.
• Collected and processed lab specimens for testing.
• Assisted with minor surgical procedures such as suturing or wound care.
• Assisted physicians during patient examinations and procedures.
• Safeguarded patient privacy and confidentiality in alignment with HIPAA protocols.
• Documented patient information, test results and status updates in [Software] EMR management system.
• Maintained team productivity by organizing charts, insurance forms, and patient documentation.
• Showed patients to examination rooms and prepared for physicians.
• Interviewed patients to obtain medical information and measure vital signs, weight and height.

Associate - Business - South Plains College (2009-04)

Certification - Texas Careers of Lubbock (2006-03)