BreAnna M. Johnson
San Diego
Summary
Dedicated Customer Service Professional with extensive experience in social welfare advocacy and delivering exceptional service. Specializes in navigating complex systems and partnering with diverse populations to achieve goals. Expertise includes effective communication, conflict resolution, motivational interviewing, and compliance with agency regulations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Public Utilities Department
San Diego, CA
02.2024 - Current
- Plan, direct, and coordinate routine day-to-day operations for my team, including work assignments and review of SF case requests.
- Provide excellent customer service to internal and external customers through phone, written and email communication.
- Serve as resource for employees and public on departmental policies and procedures, maintaining efficient workflows and high standards for team operations.
- Assists the Remittance Department with processing customer payments and has also assisted with researching misapplied payments when needed.
Customer Service Representative
Public Utilities Department
San Diego, CA
04.2022 - 02.2024
- Managed high-volume calls while maintaining quality service standards and customer satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and resolve complex issues.
- Trained new team members on company policies, procedures, and customer service best practices.
Operations Manager
Grand Stretch, LLC
10.2018 - 01.2022
- Supervised operations for a team of 5 and executed risk-assessment and mitigation strategies.
- Utilize effective communication skills to interview current and potential customers to enhance annual business revenue from $0 to $250,000.
- Collaborate and communicate information to supplementary companies and individuals, including owner, driver(s), law enforcement personnel, attorneys, and representatives from Department of Transportation, Federal Motor Carrier Safety, Department of Motor Vehicles.
- Prepare detailed intensive operational studies and provide operation enhancement recommendations to the owner.
- Use dual workforce tracking systems to maintain employee activity and coordinate the movement of cargo.
- Organize and facilitate Driver Drug Consortium program.
- Apply principles of customer service and human behavior to problem-solve and effectively handle operations crises.
Community Resource Connector
211 San Diego
04.2015 - 10.2018
- Enhanced client account experience by deescalating over 100 high-intensity inquiries daily.
- Use de-escalating techniques, including use of effective listening, strength-based approach, and motivational interviewing.
- Conducted interviews with public assistance seekers to gather information and assess eligibility for community services.
- Maximize the client account experience by deescalating 100+ high intensity account inquiries and requests daily.
Customer Service Representative
Volt Workforce Solutions
10.2013 - 03.2015
- Assisted in planning and implementing company goals; recommended call center process improvements based on identified trends.
- Performed data entry tasks using Microsoft Office to maintain accurate records., record keeping, numeracy and accounting monitoring through the use of Microsoft Office.
- Applied evidence-based behavioral health techniques to foster healthy relationships with clients.
Executive Escalations Specialist
Affiliated Computer Services, Inc.
11.2005 - 07.2013
- Trained and coached newly hired and current associates, delivering feedback and assessing skills to enhance team capability.
- Provide on-the-job training, coaching, feedback and skill assessment to newly trained and current associates.
- Developed team adherence spreadsheets for monthly reporting to supervisor, aiming to optimize team inbound call volume.
- Achieved promotion to Gatekeeper role, responsible for addressing and resolving complex customer issues. which consisted of resolving advanced customer issues not resolvable through a regular Customer Care.
- Compiled and presented operational performance reports to Operations Supervisor, supporting decision-making and strategy development.
Education
Associate of Arts - Liberal Studies
Bakersfield College
Bakersfield, CAHigh School Diploma - undefined
South High School
Bakersfield, CASkills
- Customer Retention
- Case Management
- Complex Case Management
- Report Writing
- MS Office Suite
- ConnectWell System
- ServicePoint System
- CSTAR System
- CIE System
- Data analysis
- Compass System
- Infobank System
- WebIC
- Quality Assurance
- Record Keeping
- Motivational Interviewing
- Quality control
- Record management
- CRM Software
- Audix System
- Customer Relationship Management
Certification
- Contact Compliance
- Typing (35 WPM)
Timeline
Senior Customer Service Representative
Public Utilities Department
02.2024 - Current
Customer Service Representative
Public Utilities Department
04.2022 - 02.2024
Operations Manager
Grand Stretch, LLC
10.2018 - 01.2022
Community Resource Connector
211 San Diego
04.2015 - 10.2018
Customer Service Representative
Volt Workforce Solutions
10.2013 - 03.2015
Executive Escalations Specialist
Affiliated Computer Services, Inc.
11.2005 - 07.2013
High School Diploma - undefined
South High School
Associate of Arts - Liberal Studies
Bakersfield College