Irene Johnson
Orlando,FL
Summary
Knowledgeable and proactive customer service team member with advanced call management and problem resolution skills. Promote consistency across department by helping to standardize procedures and solutions. Enhance team performance with effective training, mentoring, and quality control skills.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Supervisor/csr,billing rep
ContinuumGlobal/everise
Orlando, Florida
10.2022 - 08.2025
- Assisted customers with inquiries and resolved issues promptly.
- Managed customer accounts and updated information accurately.
- Utilized CRM software to track interactions and manage follow-ups.
- Handled escalated calls and ensured customer satisfaction remained high.
- Maintained knowledge of product offerings to better assist customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Supervised daily operations ensuring team performance and adherence to protocols.
- Coordinated staff schedules to optimize workflow and meet operational needs.
- Trained new employees on standard procedures and safety practices.
- Monitored inventory levels, placing orders to maintain stock availability.
- Conducted regular inspections to ensure compliance with safety regulations.
- Resolved employee conflicts through effective communication and problem-solving skills.
- Implemented process improvements to streamline operations and enhance productivity.
- Developed training materials to enhance team efficiency and knowledge retention.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 15 employees in daily operations.
- Monitored employee productivity to provide constructive feedback and coaching.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Complied with company policies, objectives and communication goals.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
Senior Customer Service Rep
Percepta
Melbourne, FL
11.2019 - 09.2022
- Took on challenging calls
- Restored satisfaction and loyalty in customers with serious concerns
- Communicated best practices to team members
- De-escalated conflicts using calm and professional approaches combined with advanced procedural knowledge
- Verified customer documentation and supporting information
Intake Coordinator
Medsolutions US
05.2015 - 11.2019
- Forward patient data to Nursing Station for clinicals
- Entered basic biographic and contact information into database
- Respond to urgent referral request
- Contact radiology facility to set up appointments
- Answered incoming calls, emails, and faxes, logged information into database for preauthorization for radiology tests.
Education
VOCATIONAL TRADE - Medical Assistance
FLORIDA CAREER COLLEGE
Orlando, FL 05.2018 - 05.2019
HIGH SCHOOL DIPLOMA -
JONES HIGH SCHOOL
Skills
- Documentation review
- Escalation problem-solving
- Order management
- Inbound call management
- Conflict management
- Brand advocacy
- Cross-selling
- Escalation management
- Account updates
- Conflict resolution
- Effective communication
- Problem solving
- Payment processing
- Call center operations
- Microsoft PowerPoint
- Creative problem solving
- Project management
- Multi-line telephone operations
- Dispute resolution
- Adaptability and flexibility
- Inbound and outbound calling
- Grammar
- Call escalation
- Multitasking and organization
- Complaint resolution
- Spreadsheets
- Complaint handling
- High-energy attitude
- Payroll processing
- Verbal and written communication
- Coaching and mentoring
- Decision-making
- Schedule development
- Problem-solving abilities
- Professionalism
- Team management
Timeline
Supervisor/csr,billing rep
ContinuumGlobal/everise
10.2022 - 08.2025
Senior Customer Service Rep
Percepta
11.2019 - 09.2022
VOCATIONAL TRADE - Medical Assistance
FLORIDA CAREER COLLEGE
05.2018 - 05.2019
Intake Coordinator
Medsolutions US
05.2015 - 11.2019
HIGH SCHOOL DIPLOMA -
JONES HIGH SCHOOL