Summary
Overview
Work History
Education
Skills
Timeline
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Briana Johnson

Senior Customer Service Representative
Westchester,IL

Summary

Highly motivated and adaptable individual with a consistent track record of achieving goals. Recognized for strong interpersonal skills, effective time management abilities, and the quick ability to learn and apply new skills. Seeking a full-time role that offers professional challenges and allows leveraging strong interpersonal skills, effective time management, and problem-solving expertise.

Overview

2025
2025
years of professional experience

Work History

Senior Customer Service Representative

Evergreen Bank
Oakbrook Terrace, Illinois
01.2019 - Current
  • Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
  • Resolved customer service issues using company processes and policies and provided updates to customers remotely.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Processed payments and applied to customer balances remotely.
  • Managed approximately 100 calls a day, and about 50 emails per day from customers.

Dental Collection Specialist

Familia Dental
Schaumburg, Illinois
4 2017 - 01.2019
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Used skip tracing and other techniques to locate debtors.
  • Answered 20- 30 telephone calls a day, provide office information, answer questions, and direct calls to staff.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed accounts receivable duties by timely invoicing patients for services rendered while tracking payments received or outstanding balances due accurately.

Banking Customer Service Representative

BMO Harris Bank
Palatine, Illinois
12.2011 - 4 2017
  • Assessed customers' needs proactively during interactions, offering solutions that aligned with their financial objectives.
  • Managed cash drawer accurately and efficiently, while following strict security protocols for vault access and transaction processing.
  • Answered bank phone lines and directed customers to the appropriate department to address concerns.
  • Operated POS system and monitored transactions for compliance with regulations and identified discrepancies.
  • Processed applications for new accounts.
  • Performed account maintenance by closing out accounts and changing customer addresses.

Education

Some College (No Degree) - Criminal Justice

DeVry University
Addison, IL
12.2011 -

High School Diploma -

Glenbard West High School
Glen Ellyn, IL
08.2005 - 06.2009

Skills

Interpersonal Skills

Client relations and Customer service

Problem-solving and Time management Abilities

Microsoft word, Excel Powerpoint, and Outlook

Complaint resolution

Excellent Communication Written / Verbal

Call center experience

Data Entry / Skip Tracing

Multitasking Abilities

HIPAA Compliance / FDCPA Compliance / SOX Compliance

Administrative and Office Support

POS systems

Remote availability

Timeline

Senior Customer Service Representative

Evergreen Bank
01.2019 - Current

Banking Customer Service Representative

BMO Harris Bank
12.2011 - 4 2017

Some College (No Degree) - Criminal Justice

DeVry University
12.2011 -

High School Diploma -

Glenbard West High School
08.2005 - 06.2009

Dental Collection Specialist

Familia Dental
4 2017 - 01.2019

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Briana JohnsonSenior Customer Service Representative