Esprit Johnson
25216 Plantation Dr. NE,GA
Summary
Results-driven customer service professional with a proven track record in patient and customer communication within the healthcare, retail, restaurant, and sales industries. Solid team player with an outgoing, positive demeanor and exceptional skills in building client relationships. Committed to ensuring customer satisfaction and driving company success through quality, speed, and process optimization. Articulate, energetic, and passionate about developing relationships, cultivating partnerships, and fostering business growth.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Principle Choice Solutions
Remote
02.2023 - 05.2025
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving customer inquiries problems swiftly.
- Increased first-call resolution rates by carefully listening to customers' needs and providing accurate information based on their inquiries.
- Resolved billing discrepancies and provided clarification on payment processes by conferencing calls with member and providers’ billing departments and collection agencies.
- Maintained accurate records of customer interactions within CRM software and documenting call activity into various VA systems
- Continually maintained a working knowledge of processes and procedures.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Met customer call guidelines, audits and Q&A scoring for service levels, handle time and productivity.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource when needed.
Resolution Coordinator III
Walmart
Remote
08.2022 - 01.2023
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Researched, monitored and recorded every incident as well as reported on trends in order to assist in saving large amounts of money for the company by indicating refund or return abuse and closing accounts.
- Prepared written opinions or decisions regarding cases and customers’ accounts
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly and efficient service to customers, deescalated situations and handled challenging situations with ease.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks using programs and softwares such as: Nice, Accertify, CCA, Stella, Outlook, Excel. OneNote, VCC dashboard, Electronic Phone Systems.
Server
Olive Garden
Fayetteville , Georgia
02.2020 - 07.2022
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
- Worked with POS system to place orders and manage bills.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Checked identification to enforce age regulations for alcoholic beverages.
Telemarketer
Edge Cctv Inc.
Marietta, GA
11.2019 - 02.2020
- Provided information about the need for the company’s equipment and services including membership details and purchase advantages.
- Made average of 260 outbound and calls per day.
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Set up appointments with interested customers according to schedule availability.
- Generated minimum of three leads each day
- Completed daily cold calling and outreach to build sales pipeline.
Customer Service Representative
United Naturals
Remote
03.2019 - 11.2019
- Described products to customers, thoroughly explaining details and care of merchandise
- Provided primary customer support to internal customers in fast-paced environment
- Leveraged telesales and telemarketing expertise to promote supplements, enzymes, and capitalize on up-sell opportunities
- Entered customer interaction details in the internal, Slack app and Numbers spreadsheet spreadsheet to track requests, document problems and record solutions offered
- Dialed outbound with constant flow of customer calls with up to 2 calls in queue per minute and 50 calls per hour
- Educated customers on promotions to enhance sales
- Boosted sales revenue by skillfully promoting diverse supplement options
Server
The Juicy Crab
Mcdonough, GA
06.2018 - 03.2019
- Managed parties of 8 to 25
- Maintain table settings by removing courses, replacing utensils and refilling beverages promptly
- Help customers place orders, explained menu items and made appropriate suggestions
- Deliver orders in timely manner and corrected all issues to ensure guest satisfaction
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Enhance operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags
- Handle up to $1000.00 of card and cash transactions daily and accurately keeping payment records
Customer Service Merchandiser (seasonal)
Macy's
Atlanta, GA
10.2018 - 02.2019
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work at 6am
- Delivering clean, neat and easy to shop environment
- Recovery, markdowns, signing and pricing and ticketing
- Providing outstanding customer service
Education
Bachelor of Science - Media Communications
Full Sail University
Winter Park, FL05.2024
Mass Media Arts
Clark Atlanta University
Atlanta, GASkills
- Interpersonal Skills
- Data Entry and Maintenance
- VA systems
- Anticipating Needs
- Sales
- Telephone and Email Etiquette
- Electronic Filing System
- CRM and Records Management Systems
- Service Quality
- Customer Care
- Inbound and Outbound Calling
- Refund Processing
- POS Systems and Ordering Platforms
- Administrative and Office Support
- Research
- Documentation
- Efficient Sales Transactions
- Conflict Resolution
Timeline
Healthcare Customer Service Representative
Principle Choice Solutions
02.2023 - 05.2025
Resolution Coordinator III
Walmart
08.2022 - 01.2023
Server
Olive Garden
02.2020 - 07.2022
Telemarketer
Edge Cctv Inc.
11.2019 - 02.2020
Customer Service Representative
United Naturals
03.2019 - 11.2019
Customer Service Merchandiser (seasonal)
Macy's
10.2018 - 02.2019
Server
The Juicy Crab
06.2018 - 03.2019
Bachelor of Science - Media Communications
Full Sail University
Mass Media Arts
Clark Atlanta University