Amber Johnson
Houston
Summary
Process driven professional with high-functioning problem-solving ability and keen focus on improvement. A customer-centric, service-oriented personality, who takes an analytical approach to resolving customer issues. I’m a proven and dedicated advocate with strong interpersonal skills and cross-functional communication abilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Elevance Health
Houston, TX
08.2023 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Documented customer interactions in CRM system to ensure accurate record-keeping and follow-up.
- Collaborated with team members to enhance service delivery and streamline processes.
- Mentored new representatives on best practices for handling complex customer situations.
Customer Service Specialist
GetixHealth
07.2021 - 08.2023
- Medical Collections
- Gathering information, performing research and resolving customer inquiries
- Answer inbound customer calls
- Listen to and direct customers through self-service options
- Validate relevant account information and offer solutions that benefit both parties
Customer Service
United Health Group
08.2018 - 06.2022
- Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits, and choosing a quality care provider
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools
Medicare Customer Service Representative
Xerox Corp
03.2018 - 06.2019
- Respond to inquiries from customers regarding their Medicare coverage, including eligibility, benefits, claims, and billing
- Assist customers with completing applications, forms, and other documents
- Provide guidance and support related to Medicare services and regulations
- Resolve customer complaints and disputes in a timely and professional manner
- Maintain records of customer interactions and transactions
- Research and troubleshoot customer inquiries and issues
- Follow all state and federal regulations related to Medicare services
Education
High School - undefined
Waco High School
01.2004
Skills
- 7 yrs Customer service
- Efficient time management
- Strong Organization skills
- Exceptional interpersonal, customer service, verbal and written communication, and conflict resolution skills
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Decisiveness and attention to detail
- High-level problem-solving abilities
- Proficient with Word, Outlook, and Excel
Certification
Pharmacy technician
Timeline
Customer Service Representative
Elevance Health
08.2023 - Current
Customer Service Specialist
GetixHealth
07.2021 - 08.2023
Customer Service
United Health Group
08.2018 - 06.2022
Medicare Customer Service Representative
Xerox Corp
03.2018 - 06.2019
High School - undefined
Waco High School