Sakiya Johnson-Porter
Stone Mountain
Summary
Personable and organized individual with keen eye for detail and positive, upbeat attitude. Possesses strong communication skills and solid f understanding of office software, including proficiency in Microsoft Office Suite. Capable of developing a relationship with all levels of leadership.
Overview
22
22
years of professional experience
Work History
Retention Specialist
State Farm
04.2019 - Current
- Serves as a technical navigator and procedural resource to assist in customer's concerns
- De-escalate situations while finding beneficial resolutions.
- Enhance customer satisfaction levels with proactive communication and timely resolution of issues.
- Maintain and develop knowledge of internal process and procedures to address customer's concerns
- Boosts company's reputation by consistently delivering remarkable customer service experiences.
- Provide clear and concise knowledge om billing issues
- Process payments for customer using debit cards , credit cards, and EFT payments methods
Customer Care Specialist
Condent
07.2013 - 04.2019
- Maintained a positive tone while disseminating thorough and accurate information in a professional manner
- Asked probing questions while communicating in clear and understandable terms without relying on scripted responses
- Provided online technical support
- Answered approximately145 calls a day
- Handled emotional customers with empathy while maintaining company policy
- Verified accuracy of customer account information and updated when necessary.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Helped onboard employees develop strategies to navigate through the system and help achieve their metrics
Dispatcher
Qik Pik Roadside
02.2010 - 04.2013
- Professionally answered telephones for distressed motorists
- Ensured prompt service to get their vehicles back on the road
- Entered customer’s data in the computer system accurately
- Dispatched200 a day in a timely manner
- Assisted drivers in locating customers
Teacher
Destiny Starr Learning Academy
02.2009 - 02.2010
- Developed fun and exciting cognitive and gross motor skills exercises
- Maintain a safe play environment
- Keep records on individual children, including daily observations and information about activities, meals served, and medications administered
Data Entry Specialist
Commonwealth of Pennsylvania
12.2002 - 11.2008
- Responsible for examining and data entry of motor vehicle applications received in the DMV
- Examined death procedure applications and cancellation of title applications, determined fees and tax liabilities, verified monies submitted to the department along with insurability, determined the authenticity of accompanying documents
- Traveled throughout the commonwealth on the Pennmobile to issue motor vehicle and driver license documents
- Ensured proper issuance of certificates of titles, registration plates, cards, stickers, and sales tax receipts
- Performed document retrieval from images stored on microfilm, microfiche and electronic databases
- Worked in a time sensitive confidential environment that required orderly filing
- Maintenance of documents and images in the bureau storage library
- Sorted legal documentation into specified categories
- Properly bind documentation for storage
- General clerical duties such as faxing, coping, scanning, and filing
- Entered deceased individuals’ information into computer
- Input information pertaining to retirements which generates retirement benefits
- General clerical duties such as faxing, coping, scanning, and filing
Education
Diploma -
Harrisburg High
Harrisburg, PASkills
- Data entry
- Detailed oriented
- Customer service
- Communication
- Resourceful
- Critical Thinking
- Adaptability
Timeline
Retention Specialist
State Farm
04.2019 - Current
Customer Care Specialist
Condent
07.2013 - 04.2019
Dispatcher
Qik Pik Roadside
02.2010 - 04.2013
Teacher
Destiny Starr Learning Academy
02.2009 - 02.2010
Data Entry Specialist
Commonwealth of Pennsylvania
12.2002 - 11.2008
Diploma -
Harrisburg High
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