Germany Johnson
Charlotte,NC
Summary
Customer Service Professional with over 10+ years’ experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable individual successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Fraud and Claims Operations Representative
Wells Fargo
09.2023 - Current
- Support fraud and claims functional area by proactively identifying opportunities to improve customer experience and offer ideas to mitigate risks through effective authentication of customers to prevent fraudulent activity
- Perform moderately complex customer support tasks by utilizing solid communication skills, verbal and written, to establish rapport with customers, deescalate difficult situations, and maintaining privacy of sensitive information as part of the claim resolving process
- Oversee multiple claim types and take the appropriate action to decision the case using multiple systems and applications
- Interact with colleagues on required information as well as internal and external customers through inbound and outbound calling
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
Authorization & Billing Specialist
Angels Of Care HHA
04.2023 - 07.2023
- Gathered information needed to complete preauthorization of home health services.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Worked with multiple departments to check proper billing information.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
Fraud Resolution Specialist
TD Bank
10.2022 - 04.2023
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Human Resource Assistant
Amazon
12.2021 - 09.2022
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
Brokerage Services Representative
Wells Fargo
07.2021 - 12.2021
- Streamlined communication channels, effectively collaborating with internal and external partners.
- Strengthened relationships with existing clients through regular communication and proactive outreach efforts.
- Facilitated smooth account transfers, ensuring a seamless transition for clients during their move between institutions.
- Reduced processing errors by implementing thorough quality checks before submitting trade orders for execution.
- Assisted clients with account-related issues, resolving problems quickly to maintain satisfaction.
- Adapted quickly to changes in market conditions, helping clients navigate uncertainties regarding their investments.
- Enhanced customer experience by staying current on industry trends and offering tailored financial advice.
Fraud Claims Specialist ll
Wells Fargo
02.2020 - 07.2021
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
Human Resources Customer Care Assistant
Alight Solutions
01.2019 - 11.2019
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Navigated multiple computer systems and applications to find information.
- Handled escalated calls professionally and calmly while finding effective resolutions that satisfied both the company''s interests as well as the customers'' expectations.
- Participated in regular team meetings aimed at improving collaboration within the department for consistent delivery of high-quality service experiences across the board.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or escalation purposes.
Claims Benefit Specialist
Aetna
02.2017 - 10.2018
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Facilitated communication between departments, ensuring timely resolution of outstanding claims.
- Contributed to team success by sharing expertise on complex cases and collaborating on strategies to increase efficiency in case management tasks.
- Resolved complex claims issues for improved customer satisfaction and reduced claim backlog.
Benefit Advocate
United Health Group
02.2015 - 09.2016
- Developed comprehensive training materials to educate employees on benefits programs and policies.
- Enhanced client satisfaction by resolving benefits-related issues promptly and accurately.
- Served as an advocate for employees in addressing concerns related to their benefit plans, providing guidance on available resources and options.
- Managed relationships with benefits providers to ensure prompt resolution of claims disputes and other issues.
- Streamlined benefits enrollment processes for increased efficiency and improved user experience.
Medical Assistant
Bethany Medical Center
08.2009 - 07.2014
- Obtained client medical history, medication information, symptoms, and allergies.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Verified patient insurance coverage and collected required co-payments.
- Completed EKGs and other tests based on patient presentation in office.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared lab specimens for diagnostic evaluation.
Education
Medical Billing And Coding -
DeVry University
10.2022
Skills
- Critical Thinking
- Complex Problem Solving
- Data Analysis
- Effective verbal and written communication skills
- Loss mitigation
- Proficient computer navigation skills
- Record Storage and Retention
- Maintaining Privacy and Confidentiality
- Skilled Collaborator
- Data entry proficiency
- Customer Relations
- Goal-oriented mindset
- Customer Support
- Client Relationship Building
- Staff Training
- Records Management
- Technical Troubleshooting
- Cross-Functional Team Development
- Account Servicing
- Systems and software expertise
Timeline
Fraud and Claims Operations Representative
Wells Fargo
09.2023 - Current
Authorization & Billing Specialist
Angels Of Care HHA
04.2023 - 07.2023
Fraud Resolution Specialist
TD Bank
10.2022 - 04.2023
Human Resource Assistant
Amazon
12.2021 - 09.2022
Brokerage Services Representative
Wells Fargo
07.2021 - 12.2021
Fraud Claims Specialist ll
Wells Fargo
02.2020 - 07.2021
Human Resources Customer Care Assistant
Alight Solutions
01.2019 - 11.2019
Claims Benefit Specialist
Aetna
02.2017 - 10.2018
Benefit Advocate
United Health Group
02.2015 - 09.2016
Medical Assistant
Bethany Medical Center
08.2009 - 07.2014
Medical Billing And Coding -
DeVry University