Christina Johnson
Forney,TX
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Quality Assurance Analyst
Gainwell Technologies
Irving, Texas
02.2011 - Current
- Performs internal department quality reviews of production as well as assists with individual growth and improvements.
- Works with team members to create efficient workflows, resulting in high productivity.
- Communicated regularly with management to discuss quality trends.
- Conducted internal audits to measure adherence to established QA standards.
- Trained and led staff on proper QA standards.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Prepared and analyzed internal and external quality reports for management staff review.
- Set and achieved product quality objectives while meeting product specifications.
- Developed process improvements to enhance overall data quality.
- Oversaw process checks to verify proper completion and correct frequency.
- Recommended improvements to systems and procedures for increased productivity.
Customer Service Representative
Gainwell Technologies
Irving, Texas
03.2009 - 02.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Made outgoing calls to providers verifying members benefits and eligibility.
Education
High School Diploma -
North Mesquite High School
Mesquite, TX05.2004
Skills
- SharePoint
- Call Monitoring
- Documentation and Materials
- Quality Assurance
- Mentoring and Training
- Improvement Recommendations
- Knowledge Base
- Correcting Discrepancies
- Quality Assurance Evaluation
- Microsoft Office
- Invoice Preparation and Processing
- Eligibility Checks
- Call Volume and Quality Metrics
Timeline
Quality Assurance Analyst
Gainwell Technologies
02.2011 - Current
Customer Service Representative
Gainwell Technologies
03.2009 - 02.2023
High School Diploma -
North Mesquite High School
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