Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chyniquia Johnson

Cleveland,Ms

Summary

Innovative Customer Service Call Center Representative with 8 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. Dedicated Patient Care Coordinator successful at care determinations, interdisciplinary coordination and team leadership. Strategic planner and analytical problem solver with 5 years in the healthcare environments. Excellent knowledge of care options, financial impacts and insurance.

Overview

9
9
years of professional experience

Work History

Patient Care Advocate

Accredo Specialty Pharmacy
09.2022 - 02.2024
  • Monitored patient progress and provided emotional support.
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Entered details into computer systems and managed database of information.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
  • Delivered support to medical staff in completion of patient paperwork.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Measured effectiveness with team and implemented recommendations for long-term improvements.
  • Evaluated effectiveness of current strategies with interdisciplinary team and utilized recommendations to make permanent improvements to care standards.
  • Advocated for patient rights and access to support resources in healthcare settings.
  • Researched and applied relevant healthcare laws and regulations to support compliance.
  • Engaged with patients to provide critical information.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Facilitated communication between patients, families and healthcare providers to support comprehension.
  • Advocated for patient rights and provided representation in court.
  • Facilitated communication between patients and various departments and staff.
  • Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
  • Developed patient-centered care plans to meet individual needs.
  • Assisted patients in navigating complex healthcare systems and procedures to reduce emotional strain.
  • Provided excellent customer service to patients and medical staff.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Coordinated charitable, government, and community resources for patients.
  • Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
  • Actively participated in ongoing professional development opportunities to stay current on best practices and emerging trends in patient care advocacy.
  • Completed documentation of care, hospital actions, and patient activities.
  • Educated patients and families on healthcare options and financial support resources.
  • Taught patients and families to use at-home medical equipment.

Inbound Customer Service Representative

Sitel
01.2018 - 07.2022
  • Resolved issues through diligent research, conflict management and technical abilities.
  • Kept CRM updated and all paperwork current to prevent delays and errors. Responsive and adaptable customer service team member attentive to unique needs of individual callers.
  • Met quality and performance demands with excellent call control and communication skills.
  • Excelled in building trust and rapport to quickly understand requirements and build brand loyalty.
  • Troubleshoot technical issues and educates on logistics and policies, allowing for customer satisfaction without unnecessary escalation of support calls.
  • Settled 315+ disputes over service and product issues with excellent conflict mediation skills and expertise in internal procedures.
  • Investigated problems using multiple databases and applications to identify causes and optimal solutions.
  • Outperformed customer satisfaction rating targets by 9%, answering 97% of customer inquiries within 2 minutes
  • Deescalated 150+ conflicts with customers with active listening and calmly detailing reasonable solutions

Customer Service Representative

Apple
03.2015 - 03.2017
  • Utilized Salesforce and internal software diagnostic tools to identify and solve variety of technical issues.
  • Multi-tasked over 5 systems while providing service and resolving customer issues, questions, comments or concerns.
  • Retained existing clients and developed an average of 165 new accounts by extending high quality and efficient support service.
  • Upsold products and services to increase company revenue 17% beyond targets.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
  • Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
  • Managed call flow to respond to technical support needs of customers.
  • Answered 120+ calls with friendly greeting to create positive inbound calling experience for customers.
  • Offered technical support for online purchases and helped customer navigate website to facilitate navigation process.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Utilized knowledge base articles, probing questions, and internal resources to assist customers on a daily basis

Education

High school diploma -

Riverside High School
Avon, Ms

Associate of Science - Pre- Health Science

Mississippi Delta Community College
Moorhead, MS

Bachelor of Science - Social Justice And Criminology

Delta State University
Cleveland, MS
05.2015

Skills

  • Inbound sales
  • Remote Access Software
  • Courteous with Strong Service Mindset
  • Remote work at home
  • Collaborative Team Player
  • Understanding Customer Needs
  • Desktop support
  • Customer Data Confidentiality
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Solving Customer Concerns
  • Proactive Self-Starter
  • TCP/IP
  • Multitasking Abilities
  • Technical Support & Computer Literacy
  • Multi-line phone talent & CRM
  • Documentation & Record Keeping Strengths
  • Sales proficiency( Upselling & Cross selling)
  • Customer Relations & Product knowledge
  • Data Entry
  • Active Listening & Comprehension
  • Teamwork & Collaboration
  • Dependable & Responsible
  • Training & Development
  • Analytical & Critical Thinking
  • Customer Complaint Resolution
  • Written Communication & Verbal Communication
  • Exceptional Customer Service
  • Self-Motivated Self Starter
  • Typing 45 wpm
  • Proficient with desktop/ laptop computer system
  • Problem Solving & Work Prioritization
  • Time Management & Organization
  • Patience & Empathy
  • Interpersonal Skills
  • Flexibility & Adaptability
  • Service Level Agreements
  • KPI Metrics
  • Customer Accounts Management
  • Call center operations
  • Claims and Case documentation
  • Insurance Knowledge
  • High-volume call centers
  • MS Office, Word, Excel, Outlook, and PowerPoint
  • Account management
  • Complaint Investigation
  • Medical insurance
  • Records Management
  • Attention to Detail
  • Process Improvements
  • Medical Transcription
  • Providing Information and Resources
  • Medical History Documentation
  • Document filing
  • Evaluating Quality of Care
  • Interpreting physician orders
  • 50 WPM Typing Speed
  • Conflict Resolution
  • Eligibility Determination
  • Calm and Effective Under Pressure
  • Proactive Problem Solving

Timeline

Patient Care Advocate

Accredo Specialty Pharmacy
09.2022 - 02.2024

Inbound Customer Service Representative

Sitel
01.2018 - 07.2022

Customer Service Representative

Apple
03.2015 - 03.2017

High school diploma -

Riverside High School

Associate of Science - Pre- Health Science

Mississippi Delta Community College

Bachelor of Science - Social Justice And Criminology

Delta State University

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Chyniquia Johnson