IMANII JOHNSON
CSR
Phoenix,az
Summary
Dedicated Customer Service Representative with 5+ years of experience in high-volume call centers, consistently maintaining a 95% or higher customer satisfaction rating. Proven ability to resolve complex complaints efficiently and improve customer loyalty through personalized service and effective communication. Organized, dependable, and enjoy helping keep operations running smoothly.
Looking to build experience in a structured professional environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Technical Support Representative
Valor Global
Phoenix, AZ, USA
11.2022 - Current
- (DBME campaign)Managed customer support for nutrition and health benefits applications. Delivered comprehensive guidance to clients regarding their benefits and next steps. Oversaw password resets utilizing various systems and interfaces.
- (Xifin campaign)Delivered exceptional assistance to customers in navigating changes to healthcare provider information, ensuring seamless payment processing.
- (T-mobile campaign) Troubleshooting & Support: Resolve complex technical issues regarding mobile devices, applications, operating systems, and network connectivity.
- Customer Experience: Actively listen to customer needs, provide tailored solutions, and deliver exceptional service in a "Team of Experts" model to reduce transfers.
- Technical Diagnosis: Diagnose issues with PCs, laptops, mobile devices, printers, and POS systems in retail or corporate settings.
- System Knowledge: Utilize internal tools to manage customer accounts, billing, and device activations.
- Collaboration: Work with internal teams to identify trends, resolve issues efficiently, and improve network reliability
Customer Service Representative
Maxium Healthcare
Phoenix, AZ, USA
06.2022 - 12.2023
- Handle inbound inquiries, assists with applications, and guide callers through complex health plans via phone or web chat. Provide professional service, adhere to privacy regulations, and document calls.
State Farm Agent Team Member
State Farm
Tempe, AZ, USA
11.2019 - 05.2022
- investigates, evaluates, negotiates, and settles insurance claims, providing "Remarkable service" to customers. Verify policy coverage, determine liability, inspect property damage, and authorize payments. Key roles involve managing high-volume, task-driven workloads via phone and digital tools in a fast-paced environment.
Education
Medical Assisting -
Estrella Mountain Community College
Avondale, AZ04-2026
High school diploma - undefined
Tolleson Union High School
Tolleson, AZ05-2009
Skills
- Computer operation
- Microsoft Excel
- Sales
- Phone etiquette
- English
- Data entry
- Attention to detail
- Typing
- Customer support
- Microsoft Office
- Organizational skills
- Communication skills
- Customer service
- Payment processing
- Conflict resolution
- Documentation
- Administrative support
Accomplishments
- Receiving best performer awards.
Certification
CNA certification
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative/Technical Support Representative
Valor Global
11.2022 - Current
Customer Service Representative
Maxium Healthcare
06.2022 - 12.2023
State Farm Agent Team Member
State Farm
11.2019 - 05.2022
High school diploma - undefined
Tolleson Union High School
Medical Assisting -
Estrella Mountain Community College