Alesa Johnson
Schenectady,NY
Summary
Versatile and achievement-oriented professional with a proven track record at Maximus, excelling in customer relationship management and Microsoft Office Suite. Demonstrated expertise in enhancing client satisfaction and retention, with a knack for problem-solving and active listening. Achieved significant improvements in portfolio performance through innovative account management strategies.
Overview
30
30
years of professional experience
Work History
Remote Appointment Setting
Touched By Love Hair Studio
11.2018 - 11.2024
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
Medical Office Administrative Assistant
Safe Home Care
07.1994 - 08.2017
- Demonstrated excellent multitasking abilities while simultaneously handling various administrative tasks such as answering phones, greeting patients, and data entry.
- Handled sensitive patient information with utmost discretion, adhering to HIPAA guidelines at all times.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Assisted with billing procedures to ensure accurate invoicing and prompt payment from patients and insurance companies.
- Enabled effective communication between healthcare providers through accurate transcription of physician notes into electronic health record systems.
- Enhanced office organization by maintaining meticulous medical records and ensuring timely filing of documents.
- Updated patient information and insurance details for accurate electronic medical records.
- Used Software to schedule appointments for doctor visits and procedures.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Assisted with medical coding and billing tasks.
Insurance Customer Service Specialist
Maximus
09.2013 - 07.2016
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Enhanced customer satisfaction by efficiently resolving insurance-related inquiries and concerns.
- Maintained strong relationships with both new and existing clients through proactive communication and followups.
- Ensured compliance with industry regulations while providing exceptional service to diverse clientele base.
- Utilized CRM software to accurately document client interactions and track progress on outstanding issues.
- Assisted clients with policy updates and modifications, ensuring accurate coverage.
- Educated clients on available insurance products, tailoring recommendations based on individual needs and goals.
- Managed a high volume of inbound calls, maintaining professionalism and empathy in all interactions.
Debt Account Manager
Daly Law Center
04.2000 - 10.2003
- Collaborated with a cross-functional team to develop innovative solutions for reducing delinquencies, leading to an improved overall portfolio performance.
- Utilized analytical skills to track trends in non-payment behavior patterns, allowing for targeted interventions that significantly reduced bad debt losses over time.
- Conducted thorough reviews of account portfolios to assess risk exposure levels and strategize effective collection methods accordingly.
- Resolved escalated customer issues swiftly and professionally, maintaining a high level of customer service and preserving company reputation.
- Enhanced client relationships through personalized account management, leading to increased satisfaction and retention rates.
- Developed customized payment arrangements based on individual client needs, resulting in higher repayment rates and stronger customer relations.
- Collaborated on collection and dispute resolution issues.
Customer Support Specialist
Time Warner Cable
11.1994 - 03.2000
- Collaborated with a cross-functional team to develop innovative solutions for reducing delinquencies, leading to an improved overall portfolio performance.
- Utilized analytical skills to track trends in non-payment behavior patterns, allowing for targeted interventions that significantly reduced bad debt losses over time.
- Conducted thorough reviews of account portfolios to assess risk exposure levels and strategize effective collection methods accordingly.
- Resolved escalated customer issues swiftly and professionally, maintaining a high level of customer service and preserving company reputation.
- Enhanced client relationships through personalized account management, leading to increased satisfaction and retention rates.
- Developed customized payment arrangements based on individual client needs, resulting in higher repayment rates and stronger customer relations.
- Collaborated on collection and dispute resolution issues.
Education
Associate Degree In Nursing - Nursing
Maria College
Albany, NYHigh School Diploma - Business
Bishop Maginn High School
Albany, NY06.1990
Skills
- Problem-solving abilities
- Active Listening
- Microsoft Excel
- Payment Processing
- Microsoft Office Suite
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Live chat support
- Account Management
- Remote Office Availability
- Medical terminology knowledge
- LiveChat Messaging
- Administrative and Office Support
Timeline
Remote Appointment Setting
Touched By Love Hair Studio
11.2018 - 11.2024
Insurance Customer Service Specialist
Maximus
09.2013 - 07.2016
Debt Account Manager
Daly Law Center
04.2000 - 10.2003
Customer Support Specialist
Time Warner Cable
11.1994 - 03.2000
Medical Office Administrative Assistant
Safe Home Care
07.1994 - 08.2017
Associate Degree In Nursing - Nursing
Maria College
High School Diploma - Business
Bishop Maginn High School
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