ALICIA JOHNSON
Las Vegas
Summary
Customer Success and Client Relationship professional with 20+ years of experience helping customers achieve successful outcomes through proactive account management, strategic problem solving, relationship building, and operational excellence. Proven success managing high-volume customer portfolios, improving customer satisfaction, reducing escalations, and collaborating with cross-functional teams to deliver measurable business results. Experienced in healthcare, insurance, telecommunications, and analytics with expertise in customer advocacy, financial assistance programs, Salesforce CRM, customer analytics, process improvement, and regulatory compliance. Recognized as a trusted leader who builds lasting customer relationships, mentors colleagues, and consistently delivers exceptional customer experiences.
Overview
26
26
years of professional experience
1
1
Certification
1
1
Language
Work History
Patient Support Specialist
Paysign
Las Vegas, NV
04.2026 - Current
- Manage patient accounts while supporting monthly and annual service objectives through timely issue resolution and proactive relationship management.
- Build trusted relationships with patients, pharmacies, healthcare providers, and internal business partners to deliver a seamless customer experience.
- Guide patients through financial assistance programs, insurance benefits, and copay support, helping remove barriers to treatment and improve access to care.
- Provide transparent out-of-pocket cost estimates, enabling patients to make informed financial decisions regarding treatment.
- Resolve complex billing inquiries and reimbursement issues with empathy, professionalism, and a strong focus on customer satisfaction.
- Utilize CRM systems to document customer interactions, manage case activity, and ensure accurate follow-up.
- Collaborate with cross-functional teams to improve operational efficiency, maintain compliance, and enhance the overall patient experience.
- Support customer retention by delivering responsive service, building trust, and ensuring customers receive the resources needed for successful treatment.
Customer Service Representative
Affordable Insurance
Las Vegas, NV
05.2025 - 01.2026
- Managed approximately 70 customer interactions daily, including phone and in-person consultations.
- Achieved consistent 5-star customer satisfaction through personalized service and proactive communication.
- Increased customer retention by identifying customer needs and recommending appropriate insurance solutions.
- Contributed to agency growth through policy renewals, cross-selling, and acquisition of new customers.
- Leveraged Salesforce CRM to manage customer records and maintain accurate account documentation.
- Developed long-term customer relationships that improved loyalty and repeat business.
- Recognized by leadership for outstanding customer service and performance.
Market Research Analyst
TPX Communications
Las Vegas, NV
06.2021 - 09.2023
- Analyzed customer and market data to identify trends that improved customer engagement and business decision-making.
- Produced executive reports and dashboards using customer insights and performance metrics.
- Partnered with cross-functional teams to improve operational performance and customer experience.
- Recommended process improvements based on customer behavior, market trends, and business analytics.
- Supported strategic planning through forecasting and data-driven recommendations.
Network Services Administration / E911 Lead Coordinator
TPX Communications
Las Vegas, NV
07.2000 - 06.2021
- Managed a portfolio of 250+ customer accounts each week, ensuring successful service delivery, issue resolution, and regulatory compliance.
- Created a proactive account management process that eliminated recurring billing issues while increasing customer confidence and satisfaction.
- Reduced customer escalations by 30% through proactive communication, strategic problem resolution, and continuous process improvement.
- Partnered with Information Technology teams to improve emergency response system reliability by 15%.
- Led implementation of changing E911 regulations by redesigning workflows, improving operational processes, and ensuring organizational readiness.
- Trained and mentored six E911 specialists while serving as the department's lead subject matter expert.
- Collaborated with multiple departments to improve customer outcomes, operational efficiency, and service quality.
- Recognized by leadership for exceptional performance as Customer Service Lead and E911 Lead Coordinator.
Education
High School Diploma -
Bonanza
Las Vegas, NVSkills
- Salesforce CRM
- CRM Systems
- Power BI
- Microsoft Excel
- Microsoft Office
- Customer Analytics
- KPI Reporting
- Process Documentation
- Data Analysis
Accomplishments
- 20+ years of customer relationship management experience.
- Managed 250+ customer accounts weekly.
- Reduced customer escalations by 30%.
- Improved emergency response system reliability by 15%.
- Earned consistent 5-star customer satisfaction ratings.
- Increased customer retention, policy renewals, and new customer acquisition.
- Trained and mentored six team members.
- Recognized as a trusted leader and subject matter expert throughout multiple roles.
Certification
- Nevada Property & Casualty Insurance
- Certificate of Completion – Pre-Licensing
CORE COMPETENCIES
- Customer Success
- Customer Experience
- Customer Lifecycle Management
- Customer Retention
- Customer Advocacy
- Strategic Account Management
- Client Relationship Management
- Executive Stakeholder Communication
- Customer Onboarding Support
- Renewal Management
- Risk Identification
- Escalation Management
- Business Operations
- Cross-Functional Collaboration
- Salesforce CRM
- CRM Administration
- Customer Analytics
- Power BI
- Microsoft Excel
- KPI Reporting
- Process Improvement
- Training & Coaching
- Regulatory Compliance
- Operational Excellence
Languages
English
Native or Bilingual
Timeline
Patient Support Specialist
Paysign
04.2026 - Current
Customer Service Representative
Affordable Insurance
05.2025 - 01.2026
Market Research Analyst
TPX Communications
06.2021 - 09.2023
Network Services Administration / E911 Lead Coordinator
TPX Communications
07.2000 - 06.2021
High School Diploma -
Bonanza