Janay Johnson
Columbus,GA
Summary
Experienced Customer Service Representative proficient in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist/Travel Consultant
American Express
09.2021 - 11.2023
- Listen effectively to customers to determine their specific needs and desires
- Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks monthly and quarterly of customer satisfaction, revenue, and call handling
- Answered approximately 10-15 calls per 10 hour shift
- Executed and developed methods to obtain post-production product feedback from customers
- Maintain customer service survey grade of 100 per quarter
- Organize travel from beginning to end and book tickets and accommodation, secure rental transportation, and arrange meals when requested
- Maintain, actively communicate, and seek expansion of current knowledge of state of various travel industries supported
- Perform follow-up as needed and within allotted time promised to customer.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Customer Service Lead
Trividia Health
09.2018 - 09.2021
- Coordinated training of approximately 15 new team members per class, Cross train via different departments when needed
- Assisted in escalating customer problems via phone, email, and live chat
- Conducted regular call monitoring to ensure superior customer experience
- Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary
- Communicated performance expectations and monitored performance plans
- Participated in project meetings, created new processes and procedures to better assist team in overall rankings, leading to overall class passing grade of 100%
Customer Service Representative/Medical Records Technician
Ciox Healthcare
03.2015 - 12.2017
- Answer inbound calls, chats, and emails from doctor, insurance companies , lawyers, and patients requesting medical record
- Gathered patient data for thorough medical records and communicated with nurses and doctors for pertinent information regarding patient records
- Upheld quality control policies and procedures to increase customer satisfaction and remain HIPPA compliant
- Electronically record data for collection, storage, analysis, retrieval, and reporting.
- Met daily goal of scanning and processing 75 charts into EHR leading to 25% decrease in delays
Education
High School Diploma -
Jensen Beach High School
Jensen Beach, FL06.2008
Skills
- Email Support
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Salesforce
- Data Entry
- Live Chat
- HIPPA Compliant
- Analytics
- Paperwork Processing
- Data Collection
- Call Management
- Complaint resolution
- Microsoft Office Suite
- Training development aptitude
- Computer Proficiency
- Payment Processing
- Research
- Active Listening
- Call center experience
- De-Escalation Techniques
- Customer Education
- Live chat support
- CRM system proficiency
Timeline
Customer Service Specialist/Travel Consultant
American Express
09.2021 - 11.2023
Customer Service Lead
Trividia Health
09.2018 - 09.2021
Customer Service Representative/Medical Records Technician
Ciox Healthcare
03.2015 - 12.2017
High School Diploma -
Jensen Beach High School