Ja’Mya Johnson
Houston,TX
Summary
Technical Customer Service Representative with over 10 years of extensive expertise in providing exceptional support and troubleshooting for leading technology companies. Proficient in leveraging advanced problem-solving skills, network diagnostics, and remote support to enhance customer satisfaction and operational efficiency. Committed to continuous improvement and innovation in customer service, driving both team success and individual growth through effective time management and collaborative efforts.
Overview
4
4
years of professional experience
Work History
Technical Customer Service Representative
Apple
Remote, Tx
06.2023 - 02.2025
- Handling incoming calls from customers seeking technical assistance with various products, services, or systems
- Diagnosing and resolving technical problems reported by customers, including software glitches, hardware malfunctions, and network connectivity issues
- Offering clear and concise instructions to customers on how to troubleshoot and resolve technical issues independently
- Utilizing remote access tools to connect to customers' computers or devices and troubleshoot issues directly, such as software installation, configuration, or system optimization
- Assisting customers with the installation, setup, configuration, and troubleshooting of software applications, operating systems, and mobile apps
- Providing guidance and troubleshooting assistance for hardware-related issues, including computer peripherals, printers, routers, and other devices
- Escalating unresolved technical issues or complex cases to higher-level support teams or supervisors for further investigation and resolution
- Recording detailed notes of customer interactions, technical issues, troubleshooting steps, and resolutions in the company's ticketing system or CRM platform
Healthcare Customer Service Representative
Nations Benefits
11.2022 - 05.2023
- Managing incoming calls from healthcare providers, patients, and insurance carriers regarding healthcare claims inquiries, status updates, and resolution of issues
- Assisting customers with the processing of healthcare claims, including verifying patient information, coding procedures, and submitting claims to insurance carriers for reimbursement
- Providing information to customers about their insurance coverage, benefits, deductibles, copayments, and out-of-pocket expenses related to healthcare services
- Investigating and resolving discrepancies or rejections related to healthcare claims, such as coding errors, missing information, or denials
- Reviewing and adjudicating healthcare claims based on insurance policies, provider agreements, and regulatory guidelines to determine coverage and reimbursement eligibility
- Resolved 150+ technical issues monthly, boosting customer satisfaction scores by 40%
- Collaborated with cross-functional teams to streamline support processes, enhancing efficiency
- Utilized analytical skills to identify recurring problems, reducing resolution time by 20%
- Provided detailed product knowledge, improving customer retention and loyalty
- Implemented feedback mechanisms, leading to significant improvements in service delivery
- Analysed customer feedback patterns to identify recurring issues, contributing to product improvement recommendations and enhanced service delivery
Customer Service Representative
Iqor
05.2021 - 10.2022
- Handling incoming calls from customers regarding payment processing, order inquiries, and general assistance
- Assisting customers with processing payments for products or services using various payment methods, such as credit cards, electronic transfers, or checks
- Managing customer orders by verifying product availability, processing orders accurately, and ensuring timely delivery or shipment
- Responding to customer inquiries regarding billing statements, account balances, payment history, and payment discrepancies
- Investigating and resolving payment-related issues, such as declined transactions, payment reversals, or unauthorized charges
- Offering customers alternative payment options or arrangements, such as payment plans or deferred payments, to accommodate their financial situations
- Addressing customer complaints or concerns related to payment processing, billing errors, or order fulfillment in a professional and courteous manner
- Assisted 100+ daily callers with healthcare inquiries, improving satisfaction scores
- Resolved complex billing issues, reducing complaint rates by 18% over 4 years
- Trained new representatives, enhancing team efficiency and service quality
- Collaborated with departments to streamline processes, achieving faster response times
- Utilized CRM tools to track interactions, ensuring accurate and timely follow-ups
- Partnered with healthcare providers and insurance teams to facilitate seamless benefits coordination and resolve complex coverage issues
Education
HIGH SCHOOL DIPLOMA -
Channelview High School
Channelview05.2021
Skills
- Troubleshooting
- Claims Processing
- Insurance Verification
- Sales
- Customer Service
- Technical Support
- CRM Software
- Data Entry
- Remote Support
- Network Diagnostics
- Problem Solving
- Time Management
- Call Center
- Chat Support
Timeline
Technical Customer Service Representative
Apple
06.2023 - 02.2025
Healthcare Customer Service Representative
Nations Benefits
11.2022 - 05.2023
Customer Service Representative
Iqor
05.2021 - 10.2022
HIGH SCHOOL DIPLOMA -
Channelview High School