Curtricia Johnson
McDonough,GA
Summary
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.
Overview
11
11
years of professional experience
Work History
Customer Support Agent
FanDuel
Atlanta, GA
02.2021 - Current
- Answered customer inquiries in person, by telephone, and via email.
- Responded promptly to customer complaints and concerns.
- Maintained accurate records of customer interactions and transactions.
- Resolved billing disputes with customers in a timely manner.
- Adhered to all company policies and procedures related to customer service operations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Explained features, benefits, warranties, guarantees, return policies.
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
Atlanta, GA
01.2020 - 02.2021
- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Collected payments from patients and entered them into the billing system accurately.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists., when necessary.
- Researched complex cases involving multiple stakeholders requiring problem solving skills.
- Applied HIPAA privacy and security regulations while handling patient information.
- Obtained necessary signatures for privacy laws and consent for treatment.
Call Center Agent
GEICO
Macon , GA
09.2015 - 02.2020
- Analyzed customer claims to determine if the vehicle was a total loss.
- Investigated and documented liability, coverage, and damages related to total loss claims.
- Maintained accurate records of all activities related to each claim including notes from conversations with claimants, witnesses, appraisers.
- Determined whether an accident was caused by driver negligence or mechanical failure.
- Advised clients on how best to proceed with filing a total loss claim based on their individual circumstances.
- Interviewed and spoke with specialists, witnesses, agents and claimants to record incident information.
- Coordinated benefits while applying applicable deductibles, co-insurance and out-of-pocket costs.
- Ensured that all paperwork associated with total loss claims were completed accurately and submitted on time.
- Provided technical advice and guidance to adjusters handling complex cases involving total losses.
Picker Packer
Home Depot
McDonough, GA
03.2013 - 09.2015
- Picked orders according to customer specifications, utilizing order sheets, pick lists, and item numbers.
- Verified accuracy of picked items by comparing them against pick list.
- Maintained cleanliness of work area, equipment and supplies used in picking process.
- Inspected and verified shipments for accuracy and quality assurance.
- Labeled packages accurately with destination addresses for shipping purposes.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Used handheld scanners to key in data for packages.
- Trained new employees regarding warehouse procedures and standards.
- Printed accurate labels and applied to boxes, crates and containers prior to shipment.
- Tracked outgoing orders to provide shipping status to customers.
- Recommended disposal of obsolete stocks to write off unsellable items from inventory.
Education
Associate of Arts - Dental Assisting
Southern Crescent Technical College
Griffin, GA05-2020
Skills
- Complaint Handling
- Paperwork Processing
- Appointment Scheduling
- Inbound and Outbound Calling
- Data Entry
- Scheduling
- Account updating
- Multi-Task Management
- Coordination
- Microsoft Office Suite
- Critical Thinking
- Administrative Support
- Follow-up skills
- Professional telephone demeanor
- Customer Service
- Calendaring
- Adaptive team player
- Customer Relations
Timeline
Customer Support Agent
FanDuel
02.2021 - Current
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
01.2020 - 02.2021
Call Center Agent
GEICO
09.2015 - 02.2020
Picker Packer
Home Depot
03.2013 - 09.2015
Associate of Arts - Dental Assisting
Southern Crescent Technical College