DESTINY JOHNSON
Bacliff,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in tech/entertainment industry. Started transitioning careers into the medical field working with seniors doing medicare. Helping people is a passion of mine. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Committed to best in class customer service and maintaining professionalism.
Overview
9
9
years of professional experience
Work History
Member Service Representative
CVS HEALTH CORPORATION
08.2022 - 09.2023
- Working with seniors/ disabled to determine their eligibility for Medicare benefits. Help members choose healthcare plan that meets their personal needs.
- Assist members with available Aetna medicare benefits, claims, medical authorizations, appeals, expedited appeals and grievances.
- Assist members with information on their insurance benefits and coverage. Answer questions about insurance claims and payments.
- Helped large volume of members every day with positive attitude and focus on satisfaction. Managed 25 calls per day to members and healthcare professionals. Being efficient resulted in increase in stats.
Customer Experience Representative (WAH)
Comcast, Xfinity
08.2017 - 06.2022
- Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries through both verbal and written means to maximize customer experience, with demonstrated ability to articulate relevant information.
- Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations. Maneuvering through multiple products such as cable, mobile, home phone, high speed data, as well as billing.
- Managed over 50 calls per day, de-escalation calls as well. Becoming top earner on my team.
Account Service Representative
Dish Network Corp
07.2014 - 03.2017
- Responsibilities include resolving customer issues, preventing future callbacks through amazing customer service and intuition into customer needs, and promoting award-winning products and services while operating at maximum efficiency and with utmost professional courtesy.
- Primary responsibilities included tech support troubleshooting devices and services. Also accepting payments, explain charges and credits on customer's bill, and resolve complex billing scenarios.
- Promote products and services to enhance their DISH experience.
- Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth
Education
High School Diploma -
Clifton J. Ozen High School
Beaumont, TX06.2010
Skills
- Typing 40 WPM alphanumeric and numeric
- 10 years of customer service experience
- Six years of experience training staff
- Strong organizational, time management, and problem solving skills
- Excellent written and oral communication skills
- Strong sense of professionalism and active listening skills
- Calm and Professional Under Pressure
- Microsoft Office
- Customer Account Management
- Livechat Messaging
- Sales and Upselling
- Trained in Salesforce
Timeline
Member Service Representative
CVS HEALTH CORPORATION
08.2022 - 09.2023
Customer Experience Representative (WAH)
Comcast, Xfinity
08.2017 - 06.2022
Account Service Representative
Dish Network Corp
07.2014 - 03.2017
High School Diploma -
Clifton J. Ozen High School