Chara Johnson
Euless,Texas
Summary
Customer-focused professional with a proven track record of exceeding customer expectations and delivering exceptional service. Strong communication skills, adept at quickly building rapport with customers, and resolving complex service issues. Proficient in using CRM and help desk software for effective customer account management, technical issue troubleshooting, and resolution of escalated complaints.
Overview
11
11
years of professional experience
Work History
Fraud and Risk Analyst
US Bank
01.2022 - Current
- Conducted detailed investigations into potential fraudulent activities and disputes in financial transactions
- Analyzed large volumes of transactional data to identify irregularities, patterns, and potential fraud indicators
- Collaborated with internal teams to develop and implement fraud prevention strategies and processes
- communicated with teams effectively both orally and in writing
- Communicated with clients or customers to resolve disputes and provide detailed explanations of investigations.
Senior Customer Service Representative
Capital One
Plano, TX
09.2019 - 12.2021
- Provided excellent customer service by handling inquiries, resolving complaints, and ensuring customer satisfaction
- Recognized for consistently meeting and exceeding service level agreements and key performance indicators
- Assisted in the training and onboarding of new team members, contributing to a cohesive and efficient work environment
- Utilized active listening skills to identify customer needs and proactively addressed potential problems
Quality Assurance Specialist
Charles Schwab
Westlake, TX
12.2015 - 09.2019
- Conducted evaluations of customer service calls to ensure compliance with company standards and quality assurance metrics
- Assessed performance based on established criteria such as communication, problem-solving, adherence to protocols, and professionalism
- Provided detailed feedback and coaching to representatives, contributing to improved performance and customer service skills.
Medicaid Eligibility Specialist
Division of Medicaid
Vicksburg, MS
10.2012 - 12.2015
- Reviewed Medicaid eligibility applications to determine financial and medical eligibility requirements
- Conducted detailed interviews with applicants to assess their needs and provided assistance in completing application forms
- Assisted clients with the appeals process when necessary, ensuring all required paperwork was completed correctly
- Provided technical guidance to staff regarding Medicaid regulations, policies, procedures, and program changes.
Education
Bachelor of Science (B.S.) in Biology: Health Science -
Alcorn State University
07.2024
Skills
- Project Management
- Data Evaluation
- Customer Relationship Management
- Benefits Explanations
- Claim Validity Determination
- Microsoft Office
- Quality Assurance
- Correction Action Planning
- Conduct Monitoring
- Post-Resolution Follow-Ups
- Software Development
References
References available upon request.
Timeline
Fraud and Risk Analyst
US Bank
01.2022 - Current
Senior Customer Service Representative
Capital One
09.2019 - 12.2021
Quality Assurance Specialist
Charles Schwab
12.2015 - 09.2019
Medicaid Eligibility Specialist
Division of Medicaid
10.2012 - 12.2015
Bachelor of Science (B.S.) in Biology: Health Science -
Alcorn State University
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