Dorris Johnson
Jacksonville
Summary
Results-driven professional with over ten years proven track record of excellent customer service skill, written and verbal communication, and critical thinking skills. Authorized to work in the US for any employer
Professional with robust background in scheduling and coordination, skilled in optimizing workflows and ensuring efficient resource allocation. Strong focus on team collaboration and achieving results, adaptable to changing needs. Expertise in time management, communication, and conflict resolution, making reliable asset in fast-paced environments. Known for maintaining high standards and delivering consistent, impactful outcomes.
Overview
18
18
years of professional experience
Work History
Patient Scheduling Coordinator
Jacksonville Spine and Pain Center
01.2023 - Current
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
- Managed high call volumes while maintaining exceptional accuracy in appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Fostered strong relationships with patients, ensuring a positive experience throughout their care journey.
Scheduler
Borland-Groover Clinic
04.2021 - 07.2023
- Organizes workflow and appointment by reading and routing correspondence, collecting customer information, and managing assignments. Manages department schedule by maintaining calendars for department personnel and arranging meetings, conferences, teleconferences, and travel.
Customer Service Representative
ADT Security Services
02.2019 - 01.2021
- Confirmed payments, refunds, etc.
- Resolved payment and order disputes
- Assistant customers with billing and processing payments
Customer Service Representative
Fanatics
03.2016 - 05.2019
- Resolve customer inquiries and complaints via phone, email, chat, or social media. Assist with placement of orders, refunds, or exchanges. Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Properly directed inbound calls in phone queues to improve call flow.
- Provide accurate and appropriate information in response to customer inquiries.
- Maintain and protect fan data, including documentation of discussions, issues, requests, and other relevant information.
Customer Service Representative
InComm
01.2015 - 12.2016
- Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures. Educated customers on products; described product to customer and accurately explained details and care of merchandise. Developed reputation as an efficient service provider with high levels of accuracy.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Communicated information to customers about product quality, value and style.
Customer Service Representative
Convergys
01.2012 - 12.2015
- Built long-term customer relationships and advised customers on purchases and promotions. Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing product information. Asked open-ended questions to assess customer needs.
- Investigated and resolved customer inquiries and complaints in a timely manner
- Achieved sales goals and service performance requirements for new customer sales.
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, process refunds, or adjust bills.
Collector
Central Credit Services
01.2007 - 12.2008
- Advised customers of necessary actions and strategies for debt repayment. Located and monitored overdue accounts, using computers and a variety of automated systems. Managed customer accounts. Reviewed and maintained confidential files and records.
- Notified credit departments, order merchandise repossession or service disconnection.
- Forwarded account records to attorneys when customers fail to respond to collection attempts.
- Deliberated with customers by telephone or in person to determine reasons for overdue payments
Education
High School -
Terry Parker High School
Jacksonville, FLAssociate of Arts - Nursing
Florida State College
Jacksonville, FL04-2025
Skills
- Call Center (10 years)
- Medical scheduling (2 years)
- Microsoft Access (10 years)
- Computer skills
- Attention to detail
- Data entry
- Strong work ethic
- Customer service
- Teamwork and collaboration
- Critical thinking
- Effective multitasking
- Schedule coordination
- Problem-solving
Timeline
Patient Scheduling Coordinator
Jacksonville Spine and Pain Center
01.2023 - Current
Scheduler
Borland-Groover Clinic
04.2021 - 07.2023
Customer Service Representative
ADT Security Services
02.2019 - 01.2021
Customer Service Representative
Fanatics
03.2016 - 05.2019
Customer Service Representative
InComm
01.2015 - 12.2016
Customer Service Representative
Convergys
01.2012 - 12.2015
Collector
Central Credit Services
01.2007 - 12.2008
High School -
Terry Parker High School
Associate of Arts - Nursing
Florida State College
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