Celestine Johnson
Clinton Township,MI
Summary
Detail-oriented administrative assistant with experience in customer service, data entry and office management. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
Work History
Customer Advocate I
Centene (Meridian Insurance)
07.2022 - Current
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Verified insurance eligibility and coverage for patients.
- Developed rapport with customers by actively listening and empathizing with their concerns.
- Investigated insurance claims denials and appeals.
- Resolved billing inquiries and disputes in timely fashion.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Correspondent Specialist
United Wholesale Mortgage
12.2021 - 07.2022
- Enhanced loan processing efficiency by streamlining documentation and closing procedures.
- Ensured compliance with regulations by thoroughly understanding and adhering to federal lending guidelines.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Minimized errors in documentation by carefully analyzing all information provided by clients, brokers, and lenders.
- Collaborated with internal departments to resolve any issues or discrepancies identified during the loan application review process promptly.
- Reviewed and validated details of loan applications and closing documentation.
- Maintained checklists of required documentation and open issues affecting closings.
Funder
Flagstar Bank
06.2020 - 07.2021
- Ensured regulatory compliance by diligently reviewing loan documents for accuracy and completeness.
- Maintained up-to-date knowledge of federal and state regulations governing mortgage lending practices, ensuring ongoing compliance throughout the funding process.
- Worked with underwriters to fix application problems and resolve issues.
- Checked loan documents for accuracy prior to closing.
Customer Support
Credit My Rent
02.2018 - 06.2020
- Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
- Responded to customer calls and emails to answer questions about products and services.
- Streamlined communication with customers by providing accurate information regarding products and services.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Created and maintained detailed database to develop promotional sales.
Customer Support
Youth Financial Literacy Found
01.2017 - 02.2018
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Purchase Closing Specialist
Quicken Loans
10.2014 - 11.2016
- Streamlined closing processes by implementing efficient document management and communication strategies.
- Enhanced customer satisfaction by providing timely updates and addressing concerns promptly throughout the closing process.
- Reduced errors in loan documentation by meticulously reviewing and verifying information prior to submission.
- Expedited loan approvals with proactive collaboration between underwriters, processors, and loan officers.
- Ensured compliance with federal and state regulations through diligent preparation and review of closing documents.
- Kept clients informed throughout each step of the closing process, ensuring clear expectations were set from the outset.
- Produced closing instructions and coordinated with title company to monitor closing and funding.
AT&T UFO Consultant
Sutherland Global
08.2013 - 10.2014
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Office Manager
Kingsway Community Life Center
07.2011 - 09.2013
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Maintained computer and physical filing systems.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Managed office operations while scheduling appointments for department managers.
- Updated reports, managed accounts, and generated reports for company database.
Legal Administrative Assistant
Cheryl Chambers Barrister & Solicitor
09.2012 - 08.2013
- Enhanced client satisfaction with efficient scheduling and coordination of appointments, meetings, and conferences.
- Reduced attorney workload through proficient document management, handling correspondence, and performing clerical tasks.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
Executive Assistant
Master College & Seminary
07.2009 - 02.2010
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Enhanced productivity by organizing travel arrangements and coordinating accommodations for executives.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Improved office efficiency by implementing new filing systems and document management processes.
- Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
- Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Filed paperwork and organized computer-based information.
Administrator
Progressive Living Centre
08.1999 - 09.2008
- Enhanced internal communication by creating a centralized information hub accessible to all staff members.
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Coordinated with human resources department to handle payroll and personnel databases.
- Managed company schedule to coordinate calendar and arrange travel.
- Networked with industry professionals to exchange best practice knowledge and stay abreast of latest developments.
- Leveraged bookkeeping software and automated processes to reduce errors.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Frequently inspected production area to verify proper equipment operation.
Education
Business Administration
University of Windsor
Windsor, Ontario CanadaHigh School Diploma -
Highland Park Community High School
5900 Woodward Avenue, Highland Park , MI06.1989
Skills
- Customer Services
- Data Entry Skills
- Problem Solving
- Telephone Etiquette
- Computer Skills
- Office Equipment Proficiency
- Clerical Support
- Microsoft Word
Timeline
Customer Advocate I
Centene (Meridian Insurance)
07.2022 - Current
Correspondent Specialist
United Wholesale Mortgage
12.2021 - 07.2022
Funder
Flagstar Bank
06.2020 - 07.2021
Customer Support
Credit My Rent
02.2018 - 06.2020
Customer Support
Youth Financial Literacy Found
01.2017 - 02.2018
Purchase Closing Specialist
Quicken Loans
10.2014 - 11.2016
AT&T UFO Consultant
Sutherland Global
08.2013 - 10.2014
Legal Administrative Assistant
Cheryl Chambers Barrister & Solicitor
09.2012 - 08.2013
Office Manager
Kingsway Community Life Center
07.2011 - 09.2013
Executive Assistant
Master College & Seminary
07.2009 - 02.2010
Administrator
Progressive Living Centre
08.1999 - 09.2008
Business Administration
University of Windsor
High School Diploma -
Highland Park Community High School
Education Certification
- Notary Public, State of Michigan - county of Oakland, 01/01/26
- Real-estate Sales Class, Real Estate Professional Education Group, LLC, 2018
- Membership, Contact Centre Customer Service Agent, Ontario College of Trades, 2014
- Course Certificate, Priority Manager Time Management, Progressive Training, 2001
References Available Upon Request
True
Telephone
(586) 945-0087
Education Certification
- Notary Public, State of Michigan - county of Oakland, 01/01/26
- Real-estate Sales Class, Real Estate Professional Education Group, LLC, 2018
- Membership, Contact Centre Customer Service Agent, Ontario College of Trades, 2014
- Course Certificate, Priority Manager Time Management, Progressive Training, 2001
References Available Upon Request
True
Telephone
(586) 945-0087
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