Brooke Johnson
Kresgeville,PA
Summary
Passionate, experienced, and detail-oriented customer service professional. I have a well-documented history of meeting and exceeding expectations from both internal and external customers. I utilize my wide range and depth of experience in manufacturing, healthcare, technology, and service industries to delight my customers. My passion and understanding of technology allow me to understand complex issues quickly. Leveraging my knowledge, skills, and background provide me a unique perspective in problem solving.
Overview
21
21
years of professional experience
Work History
Consumer Affairs Representative
Crayola, LLC
Easton, PA
10.2014 - 09.2021
- Processed consumer contacts received via all available channels, including letters, email, text chat, phone, product reviews, and Q&As across all platforms
- Reviewed and approved assigned Enlight content within a 21-day turnaround to ensure timely updates, content accuracy and relevance
- Provided coverage flexibility and balance workload, deliver SMS text training to team member
- Delivered training and ongoing support new representatives for independent text response
- Assisted co-workers with troubleshooting when transition from office to working from home
- Made recommendations to remove outdated information or restructure content so that others can quickly locate relevant information in knowledgebase documents.
Lead Client Service Associate
St. Luke's Hospital
Bethlehem, PA
08.2008 - 10.2014
- Acted as liaison between other employees and management
- Served as the point of contact person during evening hours
- Assisted in the regular client service associate job responsibilities listed further down
- Handled outbound/inbound phone calls to pre-register patients for outpatient scheduled services at our facility
- Assisted in day-to-day minor PC/Printer/IT issues prior to contacting helpdesk
- Knowledge in Excel, Word, and PowerPoint.
Client Services Associate
St. Luke's Hospital
Bethlehem, PA
08.2007 - 08.2008
- Completed registrations for outpatient services such as radiology and occupational medicine services
- Handled inbound/outbound phone calls in regard to patients' requests/needs
- Obtained and enter in patient information into our registration database such as insurance information and orders for patient services
- Assisted in assembling charts for scheduled occupational medicine patients when needed
- Assisted with obtaining precertification number for services for our patients
- Responsible for handling pre-billing errors and fixing them so claims can release to the billing department
- Experience in collection co-payments from patients for services.
Technical Support Representative, Tier II
T-Mobile
Allentown, PA
11.2005 - 08.2007
- Resolved customer's technical-related phone problems with detailed troubleshooting (issues such as network coverage, data services and device information)
- Specialized in specific data devices such as Treo, Blackberry, and Windows Mobile devices
- Handled network-related issues appropriately and timely manner by sending requests to engineers
- Answered billing questions.
Product Support Specialist
Aetna, Inc.
Allentown, PA
11.2004 - 11.2005
- Answered enrollment issues via e-mail and telephone calls from HR representatives for specific clients that use our web-based enrollment system
- Worked directly with high profile clients as a liaison with Aetna, our web-based enrollment system, and other Aetna employees (i.e., Account Managers)
- Resolved complex eligibility conflicts for our clients
- Worked directly with our Security department for obtaining user access for the enrollment website
- Responded and completed escalated issues for clients.
Customer Service Professional
Aetna, Inc.
Allentown, PA
03.2001 - 11.2004
- Managed inbound telephone calls from members
- Coordinated overseas issues with one of our large company customers
- Created a project for improving our First Call resolution results
- Processed prescription overrides for the United Nations when their employees traveled overseas, and resolved their eligibility issues
- Assisted unit member's questions for account specific inquiries.
Education
Associate Degree in Specialized Technology Personal Computers and Network Technology -
Allentown Business School
01.2001
Skills
- Organization
- Multitasking
- Training
- Customer relations
- Critical thinking
- Task prioritization
- Teamwork
- Work Ethic
- Flexibility
Timeline
Consumer Affairs Representative
Crayola, LLC
10.2014 - 09.2021
Lead Client Service Associate
St. Luke's Hospital
08.2008 - 10.2014
Client Services Associate
St. Luke's Hospital
08.2007 - 08.2008
Technical Support Representative, Tier II
T-Mobile
11.2005 - 08.2007
Product Support Specialist
Aetna, Inc.
11.2004 - 11.2005
Customer Service Professional
Aetna, Inc.
03.2001 - 11.2004
Associate Degree in Specialized Technology Personal Computers and Network Technology -
Allentown Business School
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