Sheneil Johnson
Snellville,GA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
Shuttle Bus Dispatcher
Unifi Services
01.2021 - 06.2022
- Supports the Delta employee shuttle bus system with scheduling, routing, and dispatching duties
- Operates a variety of communication equipment, including two-way radio, telephone, computer mobile dispatch terminal and scheduling systems; to verify and monitor staff locations; prepare, prioritize and relay transportation requests, including emergencies
- Utilize video monitoring to identify high rider volume and trigger adjustments to bus flow as needed to minimize wait times for all passengers
- Dynamically adjust and effectively communicate route times and locations
- Maintain records on safety, complaints, and recognition for all drivers.
- Reported vehicle traffic violations, vehicle damage, and accidents to management to comply with legal and insurance obligations.
Lead Benefits Representative(Remote)
Aon Hewitt
08.2016 - 12.2020
- Answer incoming phone calls and emails from customers and identify the type of assistance the customer needs
- 401k, life insurance, healthcare benefits, fsa/hsa and medicare etc enrollment and fixing of account issues
- In addition to performing the functions of a Call Center Representative, investigate and resolve escalated or difficult customer service complaints and calls from the general public and write policies and procedures for review by the Call Center Supervisor
- Participate in the training of call center staff, evaluate their performance and report those findings to the Call Center Supervisor and complete other related work as assigned
- Process short term disability benefits for employers and approvals of vacation
- Experience working with VoIP, workforce management, and Zendesk, KG and other HRIS systems
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Administered performance-based incentive and bonus plans, encouraging employee excellence.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements
- Skilled at working independently and collaboratively in a team environment
Dispatch Supervisor( Hybrid)
Comcast
12.2012 - 09.2016
- Directed dispatching, routing, and tracking of 80-100 fleet vehicles.
- Supervised team of 14 employees and provided training focused on maximizing overall performance.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Managed 14 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
- Evaluated and adjusted over 100 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Analyzed customer feedback and provided solutions to improve customer service.
Sales Manager
Fredericks of Hollywood
09.2010 - 12.2014
- Achieve growth and hit sales targets by successfully managing the sales team
- Design and implement a strategic business plan that expands company’s customer base and ensure it’s strong presence
- Own recruiting, objectives setting, coaching and performance monitoring of sales representatives
- Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
- Present sales, revenue and expenses reports and realistic forecasts to the management team
- Identify emerging markets and market shifts while being fully aware of new products and competition status
- Initial position was a sales associate and promoted to Sales Manager in 2 months
Education
High school diploma -
Berkmar High School
Lilburn, GA05.2011
Skills
- Sales and Upselling
- Issue and Complaint Resolution
- Microsoft Office
- Benefits Explanations
- Clinical Data Entry
- Fleet Dispatching
Timeline
Shuttle Bus Dispatcher
Unifi Services
01.2021 - 06.2022
Lead Benefits Representative(Remote)
Aon Hewitt
08.2016 - 12.2020
Dispatch Supervisor( Hybrid)
Comcast
12.2012 - 09.2016
Sales Manager
Fredericks of Hollywood
09.2010 - 12.2014
High school diploma -
Berkmar High School
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