DJ Johnson
Winston-Salem,NC
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
7
7
years of professional experience
Work History
Property and Casualty Client Account Manager
Brown & Brown
10.2022 - Current
- Built relationships with clients using active listening and issue resolution to provide excellent service. Kept meticulous records of all client conversations, implementing new data into computer systems each day.
- Responded to customer calls swiftly to resolve issues and respond to insurance inquiries.
- Conducted thorough risk assessments for commercial property and casualty insurance clients, resulting in 10% reduction in overall claims frequency.
- Conducted fact-finding and investigative appointments and consultations to determine client needs and overall insurance needs.
- Obtained underwriting approval by completing applications for coverage.
- Implemented risk mitigation strategies, contributing to agency wide 15% decrease in severity of property and casualty insurance claims.
- Maintained client retention rate of 85% by providing exceptional service and effectively addressing client concerns related to property and casualty insurance claims.
- Conducted comprehensive risk assessments for prospective clients, identifying specific needs and recommending appropriate coverage solutions.
Program Specialist
Covance
02.2021 - 06.2022
- Formerly known as (Covance) performing insurance verification at request of providers for medical coverage of Botox for migraine treatment.
- Performing research about patient medical coverage
- Making outbound calls to insurers and documenting call interactions, often pushing back based on previous research to ensure accuracy of information
- Creating fax documents with call results to send to providers.
- Performed routine administrative support, operational and customer support tasks related to documentation process
- Exercised independent judgment while developing knowledge to understand function, policies, procedures, and compliance requirements
- Completing average of 3-4 cases per day (department average of 2 cases daily).
Customer Care Representative
Anthem Inc
11.2020 - 02.2021
- Managing up to 70-90 calls on average daily.
- Respond to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
- Analyze problems and provides information and solutions
- Thoroughly document inquiry outcomes for accurate tracking and analysis
- Use computerized systems for tracking, information gathering and troubleshooting.
Treasury Service Associate II
Wells Fargo Treasury Management Client Services
08.2017 - 11.2020
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Updated accounts with timely maintenance processing to keep records accurate and compliant with ACH, Reg E, and Federal Reserve requirements.
- Boosted customer loyalty and improved implementation of solutions by personalizing interactions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Maintained high customer satisfaction standards of 98% to meet or exceed targets.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Developed customized solutions of deposit, lending and other products for commercial business customers.
- Exceeded sales goals in retention and new business on consistent basis.
Education
Associates- In Progress - Business Administration
Forsyth Technical Community College
Winston Salem05.2025
Skills
- Research
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Issue and Conflict Resolution
- Investigation
- Regulatory Compliance
- Insurance Knowledge
- Policy Interpretation
Timeline
Property and Casualty Client Account Manager
Brown & Brown
10.2022 - Current
Program Specialist
Covance
02.2021 - 06.2022
Customer Care Representative
Anthem Inc
11.2020 - 02.2021
Treasury Service Associate II
Wells Fargo Treasury Management Client Services
08.2017 - 11.2020
Associates- In Progress - Business Administration
Forsyth Technical Community College