Jemirah Johnson
Philadelphia,PA
Summary
Seasoned Call Center Specialist with relevant background in customer service, sales, and technical support. Strong communication abilities, problem-solving skills, and customer-focused mindset have been key tools for success. Consistently provided high-quality service while meeting targets and goals in fast-paced environments. Significant contributions include improved customer satisfaction rates and streamlined call center processes.
Overview
13
13
years of professional experience
Work History
Call Center Specialist
Temple Health Solutions
Philadelphia, PA
07.2024 - Current
- Handle incoming calls with efficiency and professionalism.
- Identify needs of customers and clarify relevant information.
- Create and update patient medical records with precise data
- Process incoming referrals for new patients, verifying insurance information, and scheduling appointments accordingly.
- Answer incoming calls from patients inquiring about their upcoming appointments or requesting changes to existing ones.
- Manage all aspects of patient scheduling, including cancellations and rescheduling requests due to illness or emergency situations.
Onboarding Specialist/Customer Programs/Customer Success Manager
Iron Mountain
06.2016 - 01.2024
- Built and maintained customer relationships by providing tactical communication to enable customer satisfaction
- Prospected within a book of business to schedule remote meetings, identify customer requirements and map them to a solution
- Uncovered additional contacts and key decision makers through use of SalesForce, internet, and other tools
- Proactively contact at-risk customers and resolve issues through customer needs analysis
- Developed strategies and business plans through understanding the customer’s business model
- Partnered with the Business Development Executive and the customer on the contract renewal process
- Build customer relationships through strategic conversations to understand organizational business objectives and goals
- Managed and monitored account requests which included account maintenance, inventory maintenance, billing issues, credit requests, order issues, contract issues, and reporting
- Ensures frequent communication to enable superior customer satisfaction and to keep customers educated on emerging industry trends related to customer’s organizational information management needs
Issue Resolution Specialist
Iron Mountain
08.2013 - 01.2016
- Processed requests for account, which included account/profile maintenance, inventory maintenance, billing issues, credit requests, order issues, and contract requests.
- Documented requests in AWS and Salesforce
- Collaborated with relevant departments to address customer queries
- Prepared strategies to enhance client relationships, strive to meet the highest level of customer satisfaction by resolving customers' issues in a professional and timely manner.
- Provided in-depth information about available product options
Customer Response Representative
Iron Mountain
10.2011 - 07.2013
- Managed and streamlined order workflow
- Communicated order status, schedules, and account details to customers
- Opened cases to resolve customer issues and transfer/escalate customer calls to appropriate departments when necessary.
- Analyzed and corrected discrepancies in service order information
- Addressed issues affecting customer inventory integrity with management.
Education
High School Diploma -
Penn Foster Career School
Scranton, PASkills
- Proficient Verbal and Written Skills
- Meticulous Attention To Detail
- Adaptable Learner
- Responsive to Change
- Adaptability in Business Environments
- CRM Software
- Call handling
- Account updating
- Technical Support
- Payment Processing
- Customer Service
- Data Entry
- Call logging
- Call documentation skills
- Customer Relationship Management
- Inbound phone calls
- Product Knowledge
- Problem-solving skills
- Product Upselling
- Sales closing
Applications
- Salesforce
- SKP–Safekeeper plus
- Microsoft Office
- Oracle
- AWS
- CRM
- Citrix
- Epic
- EMR
Timeline
Call Center Specialist
Temple Health Solutions
07.2024 - Current
Onboarding Specialist/Customer Programs/Customer Success Manager
Iron Mountain
06.2016 - 01.2024
Issue Resolution Specialist
Iron Mountain
08.2013 - 01.2016
Customer Response Representative
Iron Mountain
10.2011 - 07.2013
High School Diploma -
Penn Foster Career School
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