Anthony Johnson
McKinney,TX
Summary
Client Experience and Solutions Specialist with over 8 years of experience delivering high-impact service in healthcare, government, and enterprise environments. Adept at managing complex client portfolios, coordinating multi-stakeholder projects, and driving client retention across regulated industries. Proven success in enhancing operational workflows, training initiatives, and client engagement strategies using CRM tools like Salesforce, HubSpot, and Zendesk. Seeking to contribute value in a Healthcare Enterprise Solutions environment by translating client needs into sustainable success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Learning & Development Specialist
Catapult Fundraising
12.2024 - Current
- - Developed and delivered remote onboarding and training programs focused on donor/client engagement strategies.
- - Collaborated with call center and QA teams to align team performance with key client satisfaction metrics.
- Spearheaded the creation of a mentorship program, matching experienced employees with newer hires for accelerated skills transfer.
- Aligned training programs with organizational goals, ensuring that learning initiatives directly supported overarching business objectives.
Client Service Coordinator
Medxcel Facilities Management (Ascension Healthcare)
06.2024 - Current
- - Manage a portfolio of healthcare clients, resolving complex service inquiries to ensure quality and compliance with internal SLAs.
- - Serve as the primary liaison between clinical teams, maintenance contractors, and internal operations.
- - Led a workflow improvement initiative that reduced client request resolution time by 15%
- Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Support Specialist
FEMA
07.2024 - 04.2025
- - Handled sensitive client interactions relating to healthcare and emergency relief, providing guidance on appeals and fraud mitigation.
- - Ensured compliance with federal protocols for emergency assistance, supporting vulnerable populations during crisis event.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
Procurement & Customer Service Specialist
CBRE / JCPENNEY (Healthcare Real Estate)
10.2022 - 09.2023
- - Coordinated vendor contracts and procurement for healthcare facility maintenance.
- - Enhanced client retention by 20% through personalized service and proactive communication using CRM analytics.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Representative
Conifer Health Solutions
09.2016 - 03.2018
- - Supported patient billing inquiries and insurance navigation for hospital clients, maintaining high satisfaction scores.
- - Drafted process documentation to streamline the intake and issue resolution workflows.
Education
Theology
Victory Bible College
Tulsa, OK08.2015
Skills
- - Healthcare Client Services
- - CRM & SaaS Integration (Salesforce, HubSpot, Oracle)
- - Cross-Functional Project Coordination
- - Regulatory Compliance (HIPAA, FEMA)
- - Data Analysis & Workflow Optimization
- - Training & Onboarding Programs
- - Client Retention & Engagement Strategy
- - Procurement & Contract Support
- Facilitation techniques
- Organizational development
- Career development
- Performance consulting
Certification
- - Salesforce Essentials (Trailhead) - In Progress
- - HIPAA Compliance Basics - [Add if available]
- - CRM Implementation Strategy - [Recommended if taken]
Timeline
Learning & Development Specialist
Catapult Fundraising
12.2024 - Current
Customer Support Specialist
FEMA
07.2024 - 04.2025
Client Service Coordinator
Medxcel Facilities Management (Ascension Healthcare)
06.2024 - Current
Procurement & Customer Service Specialist
CBRE / JCPENNEY (Healthcare Real Estate)
10.2022 - 09.2023
Customer Service Representative
Conifer Health Solutions
09.2016 - 03.2018
Theology
Victory Bible College
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