Opemipo Kassandra Johnson
Baltimore
Summary
Detailed oriented customer solution specialist bringing excellent communication skills and a proactive nature, with a proven history of performing with integrity and efficiency. Committed to optimizing administrative resources to meet business objectives and leveraging strengths to maximize team performance. Offering ten years of experience in leadership and administrative support roles.
Overview
16
16
years of professional experience
4034
4034
years of post-secondary education
Work History
Personal In-Home Caregiver
Miah residencial Health Care Agency
Baltimore
06.2025 - 08.2025
- Assisted clients with daily living activities and personal care needs.
- Maintained a clean and safe environment for clients and staff.
- Monitored client health and reported changes to healthcare professionals.
- Communicated effectively with clients to understand their needs and preferences.
- Provided companionship and emotional support to enhance client well-being.
- Followed care plans set by healthcare providers with attention to detail.
- Collaborated with team members to ensure quality care for all clients.
- Documented client progress and activities in required logs and reports.
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Improved patient outlook and daily living through compassionate care.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Laundered clothing and bedding to prevent infection.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Administered prescribed medications on a timely basis following care plan instructions.
- Followed care plan and directions to administer medications.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
- Monitored vital signs and medication use, documenting variances, and concerning responses.
- Reported concerns to nurse supervisor to promote optimal care.
- Monitored health and well-being of clients and reported significant health changes.
- Maintained detailed records of services performed on clients.
- Partnered with registered nurses and physiotherapists to provide care to patients.
CCSI
Operation Manager
Mexico
08.2024 - 12.2024
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Supervisor
Verizon Teleperformance
Mexico
01.2024 - 07.2024
- Supervised customer service team to enhance service quality and efficiency.
- Trained staff on product knowledge and effective communication techniques.
- Resolved customer complaints with empathy and prompt solutions.
- Monitored team performance and provided constructive feedback regularly.
- Facilitated team meetings to discuss challenges and share best practices.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Answered phone calls and responded to questions and concerns.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Customer Service Representative Manager
Verizon Foundever
Mexico
02.2023 - 08.2023
- Assisted customers with inquiries and resolved issues efficiently.
- Educated customers on Verizon products and services to enhance user experience.
- Processed orders and managed customer accounts using internal systems.
- Managed customer inquiries to ensure timely and effective responses.
- Developed training materials to enhance team performance and service quality.
- Collaborated with cross-functional teams to resolve complex customer issues.
- Implemented feedback systems to gather insights for service improvements.
- Monitored team performance metrics to maintain high service standards.
- Conducted regular team meetings to address challenges and share best practices.
- Resolved escalated customer complaints promptly and professionally.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Organized regular meetings with the team to discuss any issues related to customer service delivery.
- Maintained up-to-date knowledge of all products, services, pricing plans, promotions, and product updates.
- Collaborated with other departments within the organization to ensure optimal customer experience.
- Generated reports to track customer satisfaction ratings and other KPIs.
- Coached Customer Service Representatives on improving communication skills with customers.
- Oversaw daily operations of department through combination of careful planning and troubleshooting.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Head of Corporate affairs
Optiva Capital partners
Lago Vista
01.2022 - 12.2022
- Developed corporate communication strategies to enhance brand visibility.
- Creating and communicating favorable public image of organization through media campaigns designed to reach investors,consumers, employees, industryanalysts,customers,government agencies and other stakeholders.
- Managed stakeholder relationships to foster collaboration and engagement.
- Coordinated public relations efforts to promote company initiatives effectively.
- Crafted press releases and media materials for various corporate events.
- Oversaw crisis management plans to protect corporate reputation during challenges.
- Analyzed industry trends to inform strategic decision-making processes.
- Led internal communications efforts to ensure consistent messaging across departments.
- Developed content for social media channels including blogs, websites, videos to enhance visibility across target audiences.
- Conducted research into competitor activities to gain insights into best practices in the field of corporate affairs.
- Collaborated with marketing teams to design promotional materials such as posters, flyers that effectively communicated corporate messages.
- Monitored industry trends to identify potential areas of growth or improvement in corporate affairs initiatives.
- Provided guidance on matters pertaining to ethical standards applicable when engaging in public relations activities.
- Developed, maintained and managed relationships with key stakeholders from both internal and external sources.
- Organized events to promote company's brand identity and maximize public relations opportunities.
- Provided support in organizing meetings between executives and other stakeholders involved in the decision-making process.
- Managed media inquiries and provided appropriate responses in a timely manner.
- Prepared periodic reports on communications activities for senior management review.
- Coordinated the production of corporate publications such as press releases, newsletters and brochures.
Assisting general Manager
EOM Communications Ltd
Lago Vista
06.2016 - 12.2021
- Oversaw daily operations to ensure seamless communication processes.
- Engaging Key players in various sectors to view theirpersonal Opinion on theprospects,challenges and the wayfor ward in their industries in particular reference to thee our economy
- Developed strategic plans to enhance service offerings and customer satisfaction.
- Fostered relationships with key clients to strengthen business partnerships.
- Analyzed market trends to identify opportunities for growth and innovation.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Managed project timelines and resources for multiple client accounts.
- Coordinated team meetings to align on project goals and deliverables.
Operations Manager
Trust fund pension plc
Lago Vista
10.2015 - 04.2016
- Managed daily operations to ensure seamless workflow and service delivery.
- Maintaining continual contact with members of the Board, investment and actuarial consultants, Commonwealth officials and department heads,employees and their representatives, and other interested agencies and individuals concerning policies and proced ures involved in the administration of the retirement system.
- Ensuring retirement plan assets are properly safeguarded and invested in accordance with Board adopted policies in close collaboration with the Chief Investment Officer.
- Developed process improvements to enhance operational efficiency and responsiveness.
- Analyzed operational data to identify trends and inform decision-making processes.
- Coordinated team activities to align with company policies and objectives.
- Oversaw budget management, ensuring resource allocation aligns with strategic goals.
Customer Service Representative
Bespoke customer service ltd
Lago Vista
02.2010 - 01.2011
- Assisted customers with inquiries through phone and email communications.
- Resolved customer inquiries using a comprehensive knowledge of products and services.
- Intermediate between producers and consumers of a product and also gather information from the end user of these products back to our respective clients through a means called information desk line.
- Monitoring met o rexceeded call speed, accuracy and volume benchmarks on a consistent basis.
- Managed customer accounts and documented interactions in the CRM system efficiently.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Handled difficult situations with professionalism, de-escalating conflicts effectively.
Education
AED/CPR/FIRST-AID - AED/CPR/FIRST-AID
National CPR Foundation
08.2025 - 08.2027
Medication Technician - Medication Technician
Mercy First Health Care Solution Inc.
05.2024 - 04.2027
Blood Pathogens - Blood Pathogens
National CPR Foundation
10.2025 - 10.2026
Licence Cabincrew
Lagos , Lagos, Nigeria Cabincrew - Cabincrew
Aero Consulting Training Center
01.2019 - 02.2019
British Council - Activate Your English
Middlesex University
10.2013 - 03.2014
Bachelor of Science - Information Echnology/ Business Information Studie
Middlesex University
Mauritius , 01.2013 - 12.2014
Diploma - Software Engineering
Aptech Meridian Institute
01.2010 - 03.2013
Santa Maria Secondary School
Lagos , Lagos ,Nigeria Licence Cabincrew - Licence Cabincrew
Nigeria Civil Aviation Authority
Skills
- Leadership and Management
- Focused performance
- Creativity and strategy
- Self-motivated and organized
- Good Communication skills
- Problem solver
- Personal care
- Adaptable
- Accountable and effective
- Energetic
- Enthusiastic
- Goal setting
- Ability to work with little or no supervision
- Medication administration
- Health monitoring
- Negotiation
- Decision-making
Timeline
Blood Pathogens - Blood Pathogens
National CPR Foundation
10.2025 - 10.2026
AED/CPR/FIRST-AID - AED/CPR/FIRST-AID
National CPR Foundation
08.2025 - 08.2027
Personal In-Home Caregiver
Miah residencial Health Care Agency
06.2025 - 08.2025
CCSI
Operation Manager
08.2024 - 12.2024
Medication Technician - Medication Technician
Mercy First Health Care Solution Inc.
05.2024 - 04.2027
Customer Service Supervisor
Verizon Teleperformance
01.2024 - 07.2024
Customer Service Representative Manager
Verizon Foundever
02.2023 - 08.2023
Head of Corporate affairs
Optiva Capital partners
01.2022 - 12.2022
Cabincrew - Cabincrew
Aero Consulting Training Center
01.2019 - 02.2019
Assisting general Manager
EOM Communications Ltd
06.2016 - 12.2021
Operations Manager
Trust fund pension plc
10.2015 - 04.2016
British Council - Activate Your English
Middlesex University
10.2013 - 03.2014
Bachelor of Science - Information Echnology/ Business Information Studie
Middlesex University
01.2013 - 12.2014
Customer Service Representative
Bespoke customer service ltd
02.2010 - 01.2011
Diploma - Software Engineering
Aptech Meridian Institute
01.2010 - 03.2013
Licence Cabincrew
Santa Maria Secondary School
Licence Cabincrew - Licence Cabincrew
Nigeria Civil Aviation Authority