ANGELIQUE JOHNSON

Provided customer support by addressing inquiries, resolving complaints, and promoting customer satisfaction while handling a high volume of calls and emails. Demonstrated product knowledge to assist customers in making informed purchasing choices and processed returns and exchanges while keeping accurate records. Utilized CRM software to manage customer interactions, update account details, and document case information while coordinating schedules for technicians and ATPs to facilitate timely evaluations, repairs, and equipment deliveries.

• I handle all day to day aspects and customer service in our company. I handle the front desk, answer all incoming calls to our main company phone. I process all incoming purchase orders and verify accuracy in pricing and coordinate with our production and logistics team to ensure timely delivery. I hand all incoming emails and customer service questions and process any changes as needed. I also process all incoming mail and invoices from all vendors for processing. I assist our CFO with any accounting tasks as needed, which includes payments, ledger entries, billing, accurate and up to date customer and vendor details.

• I worked in an extremely busy office as the customers' point of contact for all of their scheduling of service needs. I also scheduled all of our technicians for any services in all of Southeastern Wisconsin. I was the person in charge of any and all emails that came into our service email box - well over 120 per day and any incoming calls with any service issues or complaints. I was in charge of ordering and maintaining any stock service materials to make sure all of our installers and techs had what they needed on a daily basis. I processed any contractor invoices and bids by said contractors as well. It was a very busy office that I thrived in yet my position was being eliminated due to them centralizing everything at our Madison HQ.

• I worked as the main point of contact for all of our customers via email and phone. I was responsible for all of their orders sent over via purchase order and phone. I made sure all orders were confirmed and processed in 24hrs and given tracking and any backorder or ETA information. I processed well over 100 emails a day and anywhere from 20 to 50 calls per day. I was also their main point of contact for any shipping, invoicing, returns or any issues at all with their orders. I used a variety of technology to ensure proper processing and upkeep of everyone's accounts and kept them abreast to any and all changes that would affect their customer experience.

• I handle customer service for more than 350 assigned Marine OEM accounts, processing an average of 40 purchase orders per day received via email. I manage over 50 incoming calls to our designated queue and respond to more than 150 email inquiries daily from my assigned customers. I am responsible for addressing all questions, returns, credits, and complaints to ensure customer satisfaction. I am currently seeking new employment because this position is remaining 100% remote, which is not my preference.

• My job was lost due to the Covid-19 pandemic, but in my role I managed more than 80 daily email and phone interactions while processing multiple purchase orders and tracking each one through to the day it shipped. I was responsible for maintaining the accounts of over 200 customers, handling all aspects of their business with Xymox Technologies, including certain accounting functions. I coordinated daily with the printing and manufacturing floors to ensure timely production and delivery of all orders. The company manufactures components for several major medical-industry partners, including Stryker, Medtronic, GE Healthcare, Siemens Healthineers, and Baxter International (Hillrom), and I ensured our service met the high standards required by these organizations.

• I work in the Annuities Billing and Payment division, where I research and apply missing funds and ensure accurate payment processing. I handle calls from clients and field representatives regarding current investments, account changes, and general inquiries. I also assist with the rollover and transfer of existing pensions, IRAs, and 401(k) accounts, supporting both new investments and rollover transactions with accuracy and professionalism.

• I process approximately 40–60 orders per day while also handling inquiries from our dealer partners and hobby shops. In addition to order management, I am responsible for growing and maintaining these business relationships by ensuring all requests are addressed compassionately, competently, and in a timely manner. I currently manage a portfolio of roughly 400 accounts, providing consistent support and fostering long-term customer satisfaction.

• My work involves reviewing appeals for denied medical claims and determining whether they should be approved or upheld based on the documentation provided and additional information gathered through various troubleshooting processes and internal databases. I collaborate closely with the Code Review and Health Management teams to ensure accurate and compliant decisions. To complete each investigation, I utilize multiple systems across dual workstations and frequently communicate with billing and accounting departments, as well as staff from hospitals and physicians' offices, to verify details and obtain the information needed for a thorough review.

• Both positions were highly detail-oriented and required exceptional multitasking skills while ensuring customers received the highest level of support. My technical support training allowed me not only to assist customers with cell phone repairs over the phone, but also to troubleshoot internal systems and networks when service issues or outages occurred. In this capacity, I worked closely with our IT and Engineering departments to identify problems, implement solutions, and maintain consistent service quality.

• I worked in a busy call center processing customer orders for supplies, primarily serving industrial, school, and office environments. In addition to order entry, I specialized in resolving customer service issues, including returns, disputes, shipping inquiries, and other service-related concerns, ensuring prompt and accurate support for every customer.