Cinnamon Johnson-Webber
Petersburg,VA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Apex Systems/ TDB Communications
Chester, VA
09.2022 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Mentored junior team members and managed employee relationships.
- Updated system with order specifics and customer details, preferences, and billing information.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Member Service/Prior Authorization Representative
Prime Therapeutics /Qualfon
Denison, Texas
09.2021 - 10.2022
- Worked with professionals to process Drug Authorization request by telephone, provided overrides for pharmacist, responsible for conducting eligibility screenings, Assessment of patients financial requirements, Screen and evaluate patients for existing insurance coverage re-verify benefits and assist member's and doctors with problems for coverage of medications
Remote Customer Service Representative
TTEC
Englewood, Colorado
03.2020 - 08.2022
- Addressed customers courteously using suitable methods and problem-solving skills
- Responded to telephone inquiries and complaints following standard operating procedures
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Referred unresolved customer grievances to designated departments for further investigation
- Read from scripts to promote uniformity and consistency in communications
- Processed Applications for Texas Workforce Commission Regular claim DUA claims TUC claim PEUC claims
- Addressed all concerns from customers about payment issues, appeal issues, instructions on how to navigate through online Websites
Account Receivables Clerk
Heritage Sportswear
Chester, VA
02.2019 - 09.2019
- Performed general office duties, such as filing, answering telephones and handling routine correspondence
- Operated 10-key calculators, typewriters and copy machines to perform calculations and produced documents
- Operated computers programmed with accounting software to record, store and analyzed information
- Matched order forms with invoices and recorded necessary information
- Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes
- Received, record and bank cash, checks and vouchers
- Accessed computerized financial information to answer general questions and give details on specific accounts
- Debited, credited and totaled accounts on computer spreadsheets and databases, using specialized accounting software
Billing Clerk
Sidney Electronic
Delhi, NY
06.2016 - 01.2018
- Prepared itemized statements, bills and invoices and record amounts due for items purchased and services rendered
- Kept records of invoices and support documents
- Performed bookkeeping work, including posting data and keeping other records concerning costs of goods and services and shipment of goods
- Verified accuracy of billing data and revised any errors
- Performed general administrative tasks, such as answering telephones, scheduling appointments and ordering supplies and equipment
- Returned checks to customers or retrieved checks returned to customers in error, adjusting accounts and answering inquiries about errors as necessary
Medical Collections Specialist
AKZ Management
White Plains, NY
01.2011 - 01.2013
- Located and notified customers of delinquent accounts by mail, telephone and personal visits to solicit payment
- Advised customers of necessary actions and strategies for debt repayment
- Arranged for debt repayment and established repayment schedules, based on customers' financial situations
- Located and monitored overdue accounts, using computers and variety of automated systems
- Recorded information about financial status of customers and status of collection efforts
- Received payments and post amounts paid to customer accounts
- Negotiated credit extensions when necessary
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
Landscaper Laborer
New York Parks and Recreation
Bronx, NY
03.2010 - 08.2010
- Mowed and edged lawns, using power mowers and edgers
- Gathered litter and transported to proper receptacles
- Prepared walkways and common areas for adverse weather conditions and removed snow and ice
- Maintained and repaired lawn tools and equipment
Security Officer Beach Operations
Parks and Recreation
Queens, NY
03.2009 - 09.2009
- Escorted and observed guests and employees, maximizing safety and protection
- Checked surveillance cameras to identify disruptions or unlawful acts
- Wrote comprehensive incident reports and conducted thorough investigations
- Investigated suspicious activity or possessions to safeguard assets and protect employees and guests
- Patrolled premises regularly to maintain order and establish security presence
Administrative Assistant
Corner Furniture Store
Bronx, NY
01.2003 - 01.2004
- Supported information security and integrity with well-organized filing systems and databases
- Served as primary point of contact for facilitating operational and administrative inquiries
- Used Microsoft Office Suite to create and revise documents and presentations
- Resolved issues, escalating major conflicts and concerns to appropriate personnel
- Prepared purchase requisitions and requests for payment, informing managers of resources required
- Screened incoming telephone calls, routing to appropriate personnel
Education
Associate of Applied Science - Business Administration
Southern New Hampshire University
Hooksett, NH07-2024
GED -
New State Department of Education
New York, NY06-1997
Skills
- Problem Resolution
- Patient Insurance Authorizations
- Health Insurance Plan Knowledge
- Client Service
- Computerized Time Management Systems
- Client Inquiries
- Patient Profiles
- Microsoft Word
- Demographics Information
- Creative Thinking
- Office Support
- Patient Account Reviews
- Explaining Patient Benefits
- Customer Interaction
- Call Center Customer Service
- Benefits Verifications
- Call Transfers
- Clinical Messaging
- Customer Satisfaction
- Client Relationships
- Microsoft Excel
- Accurate Recordkeeping
Timeline
Customer Service Representative
Apex Systems/ TDB Communications
09.2022 - Current
Member Service/Prior Authorization Representative
Prime Therapeutics /Qualfon
09.2021 - 10.2022
Remote Customer Service Representative
TTEC
03.2020 - 08.2022
Account Receivables Clerk
Heritage Sportswear
02.2019 - 09.2019
Billing Clerk
Sidney Electronic
06.2016 - 01.2018
Medical Collections Specialist
AKZ Management
01.2011 - 01.2013
Landscaper Laborer
New York Parks and Recreation
03.2010 - 08.2010
Security Officer Beach Operations
Parks and Recreation
03.2009 - 09.2009
Administrative Assistant
Corner Furniture Store
01.2003 - 01.2004
Associate of Applied Science - Business Administration
Southern New Hampshire University
GED -
New State Department of Education
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