Cyntoria Johnson
Jackson,MS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Unit Secretary/Lead ER Technician
Merit Health Central
Jackson, Mississippi
08.2021 - Current
- Managed incoming calls and directed to appropriate department, while organizing paperwork such as charts and reports for office and patient needs.
- Maintained rapport with physicians, nurses and other healthcare personnel, and coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Maintained current and accurate medical records for patients, and provided information for patient admissions and discharges to foster timely processing.
Technical Support Representative
Alorica
Jackson, Mississippi
06.2020 - 05.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality and resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues while used ticketing systems to manage and process support actions and requests.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
Client Service Manager
Center For Family Life Agency
Jackson, MS
03.2015 - 05.2019
- Managed department call volume of 100-150 calls per day and coordinated department schedules to maximize coverage during peak hours, and supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team, as well as created customer support strategy to increase customer retention.
Certified Nursing Assistant
Mississippi State Hospital
Pearl, Mississippi
12.2012 - 03.2015
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy, and supported ambulation and physical therapy needs by conducting planned exercise routines.
Education
Associate of Arts - Nursing
Hinds Community College
Raymond, MS05.2022
High School Diploma -
Northwest Rankin High School
Flowood, MS05.2012
Skills
- Medical Recordkeeping
- Patient Database Management
- Medical Report Preparation
- Issue Resolution
- Handling Escalations
- Time Management
- Data Collection
- Microsoft Certification
- Call Center Operations
- Analytical and Methodical
- Issue and Resolution Tracking
- Collaborative Team Player
Timeline
Unit Secretary/Lead ER Technician
Merit Health Central
08.2021 - Current
Technical Support Representative
Alorica
06.2020 - 05.2021
Client Service Manager
Center For Family Life Agency
03.2015 - 05.2019
Certified Nursing Assistant
Mississippi State Hospital
12.2012 - 03.2015
Associate of Arts - Nursing
Hinds Community College
High School Diploma -
Northwest Rankin High School