Queyetta Johnson
Pearl
Summary
Dedicated CX Coordinator with a proven track record in enhancing customer satisfaction and team efficiency. Known for problem-solving and clear communication skills, driving operational excellence and maintaining high service standards.
Overview
19
19
years of professional experience
1
1
Certification
Work History
CX Coordinator
Mac Haik - Dodge Chrysler Jeep Ram
06.2022 - Current
- Monitored customer experience (CSI Program).
- Maintained CSI at or above company standards.
- Schedule appointments.
- Demonstrate ethical business practices and integrity in all interactions to uphold the Automotive Group brand.
- Contact current customers waiting for repairs and also contact them after their vehicle has been picked up to ensure they were treated well and have any questions or concerns.
- Coordinated daily operations to ensure smooth workflow and customer satisfaction.
- Developed effective communication strategies to enhance team collaboration and productivity.
- Assisted in training new staff on operational procedures and company policies.
- Oversaw quality control measures to maintain high standards of service excellence.
- Improved overall team efficiency by streamlining communication and implementing best practices in task management.
Collections Agent
Alorica
06.2016 - 08.2021
- Managed collections process for overdue accounts, ensuring compliance with regulations and company policies.
- Utilized company's software to track account status and communication history, enhancing efficiency in follow-ups.
- Resolved customer disputes by negotiating payment plans that aligned with company standards and client needs.
- Conducted thorough account reviews to identify patterns and recommend improvements in collection strategies.
Legal Assistant
Young Williams CSS
02.2007 - 06.2016
- Managed case files, ensuring compliance with legal standards and accuracy in documentation.
- Assisted attorneys by preparing briefs, pleadings, and legal correspondence for court proceedings.
- Filed liens for suspensions, bankruptcies ect.
- Trained new staff on office protocols and document management systems, fostering a collaborative work environment.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
Education
Associates - Business Administration
Wright Career College
Omaha, NEHigh School Diploma -
White Oak High School
Vinita05-1999
Skills
- Customer service
- Team motivation
- Meeting facilitation
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Clear communication
Accomplishments
- Documented and resolved customer's issues which led to retaining their business.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Received 4 CX Coordinator certificate of completion
- Received over 6 Reward of Excellence desk pens
- Achieved CX Coordinator certificates every year by completing training with accuracy and efficiency.
Certification
- Certified CX Coordinator 2022-current
Languages
English
Full Professional
Timeline
CX Coordinator
Mac Haik - Dodge Chrysler Jeep Ram
06.2022 - Current
Collections Agent
Alorica
06.2016 - 08.2021
Legal Assistant
Young Williams CSS
02.2007 - 06.2016
Associates - Business Administration
Wright Career College
High School Diploma -
White Oak High School