Adrienne Johnson
Olive Branch,MS
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Results-oriented with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
9
9
years of professional experience
Work History
Service Advisor
Memphis Light Gas & Water
Memphis
09.2022 - Current
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Promptly responded to customer inquiries via phone, email or via chat
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provide exceptional customer service to ensure customer satisfaction.
Technical Lead
Blue Cross And Blue Shield Of Tennessee
Memphis, TN
11.2017 - 09.2022
- Trained new customer service representatives on company policies and procedures.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Implemented programs designed to increase employee engagement within the team.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Prepared and analyzed internal and external quality reports for management staff review.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Coached, monitored and motivated agents to boost performance and enhance job knowledge.
Customer Service Representative
Blue Cross Blue Shield of Tennessee
Memphis
07.2015 - 05.2016
- Accountable for resolving customer service inquiries from Internal and External customers in a timely manner as well as social media platforms
- Responsible for accurately documenting each inquiry into the system using the format designed for the specified task and for taking appropriate action to resolve caller's inquiry
- Educate consumers beyond their initial question to fully take advantage of benefits, prevent adverse impact and resolve on first contact
- Use computers for various applications, such as database management or word processing
- Check to ensure that appropriate changes were made to resolve customers' problems
- Contact customers to respond to escalated inquiries or to notify them of claim investigation results or any planned adjustments
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Memphis, TN01.2013
Skills
- Performance Evaluation
- Problem-Solving
- Positive and Constructive Feedback
- Team Development
- Training and mentoring
- QA reporting
References
Available Upon Request
Timeline
Service Advisor
Memphis Light Gas & Water
09.2022 - Current
Technical Lead
Blue Cross And Blue Shield Of Tennessee
11.2017 - 09.2022
Customer Service Representative
Blue Cross Blue Shield of Tennessee
07.2015 - 05.2016
Bachelor of Science - Criminal Justice Administration
University of Phoenix
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