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JASMINE JOHNSON
Tampa,FL
Summary
Dynamic and results-driven Senior Team Lead Operator with extensive experience in customer service, healthcare operations, and team management. Adept at managing high-volume calls, resolving complex issues, and enhancing operational efficiency. Skilled in communication, active listening, and critical thinking, with a proven track record of improving patient and client satisfaction. Committed to leveraging a strong healthcare and insurance background to optimize processes and achieve organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Catalyst Solution
05.2023 - 07.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
SENIOR TEAM LEAD OPERATOR
BAY FRONT HEALTH HOSPITAL
01.2021 - 05.2024
- Manages high volume inbound calls, implementing effective communication strategies, and providing exceptional customer service
- Skilled in using CISCO and SPOKE computer systems and leading and managing a team
- Delivers outstanding customer service and enhances customer experiences
- High Volume Call Management: Successfully manages an average of300 inbound calls per day, demonstrating exceptional customer service skills and the ability to handle a fast-paced work environment
- Communication Excellence: Implements effective communication strategies, resulting in an average of95% accuracy in important announcements and updates
- Collaborative Problem Solving: Works collaboratively with team members to resolve an average of20 customer support issues per day, demonstrating strong problem-solving skills and the ability to optimize operational performance
- Medical Terminology Expertise: Has developed a working knowledge of basic medical terminology, enabling informed and accurate customer support
- Customer Account Management: Manages customer account activity, ensuring timely order fulfillment and providing exemplary customer support while supporting sales efforts
- Consistently receives positive feedback from customers, with a satisfaction rating of98% for the quality of customer service provided
CUSTOMER SERVICE SPECIALIST
ELMHURST MEMORIAL HOSPITAL
05.2016 - 03.2020
- Accountable for answering inbound calls on behalf of patients, nurses, and doctors
- Coordinated conference calls, preparation of patient incident reports, and operation of the paging system
- Demonstrated exceptional customer service skills, attention to detail, and the ability to work efficiently in a fast-paced environment to meet the needs of patients
- Customer Account Management: Managed an average of200 customer accounts per day, ensuring timely order fulfillment and providing exemplary customer support
- Sales Support: Provided specialized support to colleagues within the sales department, contributing to the prospecting of new business opportunities, and strengthening existing customer relationships
- Customer Service Excellence: Consistently received positive feedback from customers, with a satisfaction rating of98% for the quality of customer service provided
PATIENT SERVICES REPRESENTATIVE
ELMHURST MEMORIAL HOSPITAL
05.2018 - 03.2019
- Governed inbound calls regarding patient medical and insurance accounts
- Utilized ability to verify insurance eligibility, manage scheduled appointments, and provide customer support
- Exhibited excellent communication skills, attention to detail, and the ability to work in a fast-paced environment to ensure the needs of patients were met
- Inbound Call Management: Successfully managed an average of200 inbound calls per day, providing exceptional customer support and ensuring the needs of patients were met
- Insurance Verification: Verified insurance eligibility for an average of150 patients per day, providing accurate information on covered benefits and helping patients navigate their insurance coverage
- Customer Account Management: Managed an average of100 customer accounts per day, ensuring timely order fulfillment and providing exemplary customer support
Education
Bachelor of Health Management -
Harris-Stowe State University
St. Louis, MO05.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
Certification
Life &health insurance license
Timeline
Customer Service Representative
Catalyst Solution
05.2023 - 07.2024
SENIOR TEAM LEAD OPERATOR
BAY FRONT HEALTH HOSPITAL
01.2021 - 05.2024
PATIENT SERVICES REPRESENTATIVE
ELMHURST MEMORIAL HOSPITAL
05.2018 - 03.2019
CUSTOMER SERVICE SPECIALIST
ELMHURST MEMORIAL HOSPITAL
05.2016 - 03.2020
Life &health insurance license
Bachelor of Health Management -
Harris-Stowe State University
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Is certificate in life and health insurance
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work from home optionPaid time offFlexible work hoursHealthcare benefitsPaid sick leave401k matchWork-life balance4-day work weekTeam Building / Company RetreatsSoftware
Languages
English
Full Professional
Interests
Customer service and health care management
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