Summary
Overview
Work History
Skills
Timeline
Generic

Erica Johnson

Arlington,TX

Summary

Experienced customer service professional with 13 years in the field, specializing in Medicare and Medicaid support and claims resolution for 4 years. Skilled in training staff and resolving complex inquiries in line with corporate policies. Consistently maintained high levels of customer satisfaction while managing significant call volumes. Proficient in listening and multitasking to foster strong customer relationships.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

TEKsystems
Hanover, MD
08.2024 - Current
  • Resolved customer complaints efficiently and professionally, enhancing customer satisfaction.
  • Executed de-escalation techniques to effectively manage complex customer situations.
  • Provided technical assistance for password resets and login issue resolutions.
  • Answered inquiries via phone, email, and chat, ensuring timely responses.
  • Maintained comprehensive records of interactions, transactions, and comments for future reference.
  • Identified upselling opportunities based on customer needs to drive revenue growth.

Customer Service Representative

Concentrix
Pueblo, CO
05.2016 - 05.2024
  • Resolved customer inquiries regarding Medicare coverage, including claims and billing issues, while ensuring compliance with healthcare regulations and HIPAA standards.
  • Served as Subject Matter Expert and Transition Coach, facilitating training classes and providing side-by-side coaching with constructive feedback.
  • Handled escalated customer issues in a supervisory role, demonstrating leadership and problem-solving capabilities.
  • Monitored call quality as Senior Quality Evaluator, conducting daily analyses to enhance product standards through collaboration with operations and client teams.
  • Supported multiple projects across healthcare, telecommunications, and finance sectors by addressing claims, product knowledge, subscription services, and customer disputes to maintain high customer satisfaction.

Front End Supervisor

Party City
Conyers, GA
04.2015 - 12.2015
  • Oversaw register operations through transaction authorization, return processing, and discount applications.
  • Enhanced customer service by managing specialty orders and maintaining visual merchandising quality.
  • Applied corporate pricing strategies effectively, including promotions and markdowns, to sustain inventory accuracy.

Customer Service Representative

Staffmark
Dallas, TX
09.2013 - 12.2013
  • Delivered comprehensive customer support by addressing inquiries on product warranties and service offerings.
  • Resolved issues related to customer orders, ensuring prompt and effective solutions.
  • Enhanced customer satisfaction through clear and courteous telephonic assistance.
  • Ensured thorough understanding of Letronics services and products among customers.

Customer Service Representative

Best Western International
Phoenix, AZ
06.2007 - 11.2010
  • Resolved customer complaints through diligent research and effective communication, ensuring service excellence.
  • Conducted thorough research to identify hotel accommodations that met specific customer needs.
  • Documented all customer arrangements in compliance with company policies, maintaining accurate records.

Skills

  • Analytical and critical thinking
  • Multitasking
  • Time management
  • Call escalation
  • CRM software
  • Quality assurance
  • QA reporting
  • Report analysis
  • Claims processing
  • Data entry
  • Microsoft powerpoint, excel, and Word

Timeline

Customer Service Representative

TEKsystems
08.2024 - Current

Customer Service Representative

Concentrix
05.2016 - 05.2024

Front End Supervisor

Party City
04.2015 - 12.2015

Customer Service Representative

Staffmark
09.2013 - 12.2013

Customer Service Representative

Best Western International
06.2007 - 11.2010

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Erica Johnson