Sheeka Johnson

Handled high-volume inbound and outbound calls, assisting customers with billing inquiries, service requests, and account updates. Explained billing statements and processed service orders while maintaining empathy and documenting interactions in Zendesk.

Handled inbound calls, chats, emails, and web leads, scheduling customer appointments and coordinating technician schedules based on job requirements. Managed accounts receivable, followed up on overdue payments, and produced weekly reports on outstanding balances.

Validated and audited knowledge with a 90% accuracy rate, reducing errors by 70%. Produced daily, weekly, and monthly Excel/Word reports, improved team productivity by 85%, and ensured compliance using Quality Center.

Designed and delivered training programs for new hires, using adult learning principles and creative presentation techniques. Tracked trainee progress, provided coaching and developmental feedback, and facilitated Train the Trainer sessions to maintain internal and client certifications.

Responded to 500+ HR queries per month with a 95% resolution rate using Workday HR. Interpreted company policies, administered benefits programs, coordinated payroll with 99% accuracy, and reduced benefits-related inquiries by 25%.

Processed orders accurately to support timely fulfillment and prepared customer/provider/pharmacist correspondence with clear communication. Served as a subject matter expert, educating stakeholders on healthcare topics and improving procedural efficiency and productivity by 80%.

Provided exceptional customer service to truck drivers and dispatchers by resolving inquiries and issues via phone, email, and in-person. Coordinated with dispatch and operations to address driver problems, communicated load and delivery status, and supported driver documentation and safety/compliance needs.

Provided administrative support to senior staff with 99% timely completion of projects and conducted regular inventory checks to maintain accurate stock levels. Managed inbound calls, resolved customer inquiries professionally, and entered data with 100% accuracy into company systems.

Designed, implemented, and evaluated youth programs to promote positive development and engagement by 90%. Oversaw summer programs, administered youth surveys, and monitored Youth Information Center users to ensure 95% compliance with rules and regulations.

Earned a diploma with a focus on Business English and core business, information technology, and office administration coursework. Completed skills modules in client relationship management, policy/procedure, data analysis/reporting, multimedia preparation, and CRM/technical support tools such as Zendesk and Google/Microsoft productivity applications.