CECILIA L. JOHNSON
Chicago,,IL
Summary
Caring Community Health Worker, Customer Service and Administrative Assistant professional looking to bring over fifteen years experience in the field to a challenging new role. Focused on assisting community members with close support and vital education. Strong work ethic, adaptability, exceptional communication and interpersonal skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Contact Tracer/Community Health Worker
Centers For New Horizons
Chicago, IL
04.2023 - 06.2023
- Handled research and administrative tasks to supported community outreach and program initiatives.
- Distributed flyers, brochures or other informational or educational documents to inform members of targeted community.
- Educated clients on options to assist in making informed decisions.
- Provided information to access financial assistance, legal aid or housing.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Case Investigator/Contact Tracer
National Able Network
Chicago, IL
09.2020 - 06.2022
- Conducted case interviews with contacts diagnosed with COVID-19 or exposure to it, via a web-based client resource management (CRM) platform to support Chicago’s citywide COVID-19 response and obtain additional contact elicitation.
- Monitored cases and contacts during isolation/quarantine, connect them to services, including medical, behavioral and social services, provide testing site locations and instructions for quarantining and isolation.
- Committed to ongoing professional development and related training, while providing daily reports to supervisor and team, reflective of reached target goals.
- Obtained most current policies and protocol from various reliable sources including: The Centers for Disease and Prevention (CDC), World Health Organization (WHO), Illinois Department of Public, (IDPH) and CHICAGO Department of, Health (CDPH), Medical and SINAI Medical Systems (SUHI).
- Participated in community-based work to disseminate COVID-19 information and PPE.
Illinois SCSEP Program/Aide Assistant
National Able Network
Chicago, IL
03.2020 - 09.2020
- Aide in outreach and recruitment efforts of SCSEP participants.
- Assisted staff with information sessions.
- Scheduled IEP and Recertification Appointments.
- Conducted initial participant Intakes and collect eligibility documents for assigned Career Coach.
- Identified initial connections to host agencies, employers, and community-based partners.
Specialist
Comcast Nirvana Care
Tinley Park, IL
04.2016 - 03.2017
- Displayed strong telephone etiquette, effectively handling difficult calls. (Billing, Retention, Escalations, Repair.)
- Determined consumer needs to provide products and services appealing to larger market.
- Re-energized the customer experience by offering support to repeat callers with escalations while overcoming and resolving complaints/concerns through active listening, empathy, professionalism, problem solving, and negotiating skills.
- 95% Success rate in Comcast Customer Retention
- Followed ITG (Interactive Troubleshooting Guide) and resolve technical problems.
Direct Sales/Customer Experience Representative
Comcast Billing
Tinley Park, IL
07.2012 - 04.2016
- Accurately and confidently handled and resolved valued customer's billing inquiries and collection of payments.
- Conducted need based selling by using non-scripted probing techniques to determine customer needs in order to offer the most effective products and/or services.
- Maintained broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Acquired an average of 20 new customers per month, generating a 12% growth in revenue.
Education
Certification - Business Management, Office Procedures
Dawson Skill Center
Chicago, ILCertification - Medical Claims & Billing, Medical Terminology I&II
Harold Washington College
Chicago, ILSkills
- Community Outreach
- Health Service Referrals
- Client and Community Service and Organizing
- Team Building
- Informational Brochures Distribution
- Resource Coordination
- Health Fair Participation
- CPR and First Aid Training
- Customer Account Management
- Call Center Operations and Supervision
- MS Office Suite (Word, Excel, Access, Powerpoint)
- Accurate and Detailed
- Cultural Awareness
- Resourceful
Certification
Introduction to Trauma-Informed Care for DIS (CDC) 2023 & 2021, Public Health 101 Series- Introduction to Public Health (CDC) 2023 & 2021, Introduction to COVID-19: methods for detection, prevention, response and control (World Health Organization) 2021, COVID-19 Case Investigation Virtual Training (NNDITC) 2021, Contact Tracing Onboard Training Program (City of Chicago) 2021, Data Security & Confidentiality Guideline Training (IDPH Office of Health Protection) 2020, Basset License 2019.
Additional Information
AWARDS, I am a recipient of multiple positive reviews acknowledging dedication to delivering exceptional levels of service to each customer by listening to concerns and answering questions. Certificates of Excellence for ‘Voice of the Customer 100% Club' (Customer Surveys) - Comcast 2015, 2016 & 2017 I was awarded for achieving the highest TSR (Number of Sales) within the entire call center of three hundred representatives. Prize - VIP parking for 1 month - Comcast 2016. As an Underwriting Assistant, I have been recognized for responsiveness and appreciation of the need to resolve discrepancies and collect premiums owed to Chubb Insurance Company 2007 & 2008.
Timeline
Contact Tracer/Community Health Worker
Centers For New Horizons
04.2023 - 06.2023
Case Investigator/Contact Tracer
National Able Network
09.2020 - 06.2022
Illinois SCSEP Program/Aide Assistant
National Able Network
03.2020 - 09.2020
Specialist
Comcast Nirvana Care
04.2016 - 03.2017
Direct Sales/Customer Experience Representative
Comcast Billing
07.2012 - 04.2016
Certification - Business Management, Office Procedures
Dawson Skill Center
Certification - Medical Claims & Billing, Medical Terminology I&II
Harold Washington College
Introduction to Trauma-Informed Care for DIS (CDC) 2023 & 2021, Public Health 101 Series- Introduction to Public Health (CDC) 2023 & 2021, Introduction to COVID-19: methods for detection, prevention, response and control (World Health Organization) 2021, COVID-19 Case Investigation Virtual Training (NNDITC) 2021, Contact Tracing Onboard Training Program (City of Chicago) 2021, Data Security & Confidentiality Guideline Training (IDPH Office of Health Protection) 2020, Basset License 2019.
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