Jessica Johnson
Lewisville,TX
Summary
Seasoned professional with a proven track record in customer service and technical support. Excelled in conflict resolution and technical aptitude, enhancing customer satisfaction scores. Adept at leveraging flexibility and adaptability to meet and exceed employer and client expectations.
Overview
17
17
years of professional experience
Work History
Customer Service Representative Senior/Subject Matter Expert
Optum Specialty Pharmacy
05.2022 - Current
- Safeguarded patient privacy by strictly adhering to HIPAA guidelines at all times during processing transactions or consultations.
- Delivered high-quality customer service through prompt resolution of inquiries from members, providers, or other parties involved in the delivery of pharmacy benefits services.
- Contributed to increased customer satisfaction by providing exceptional service and medication education.
- Collected co-payments or full payments from customers.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Utilized pharmacy management software to process prescriptions efficiently.
- Set up and modified patient profiles to include current medications and insurance details.
SHIFT LEAD
Walgreens #4418
06.2021 - 05.2022
- Completed store opening and closing procedures and balanced tills.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained new employees on company policies,
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Responded to and resolved customer questions and concerns.
TECHNICAL SUPPORT REPRESENTATIVE-Apple At Home Advisor Program
Kelly Services
04.2020 - 06.2021
- Communicate with Apple Engineering for reporting emerging issues and test resolutions for issues
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Diagnosed and troubleshot hardware, software and network issues.
- Adhered to strict data privacy protocols while handling sensitive customer information confidently and securely throughout all interactions.
- Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
FRONT DESK AGENT/ NIGHT AUDIT
Gaylord Texan Resort and Convention Center
07.2018 - 06.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Helped to increase Guest Satisfaction Intent to Recommend Score to 61.7 from a goal of 59.9 and GSS Staff Service Score to 73.5 from a goal of 71.5
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Provided exceptional on-site support during events, addressing attendee inquiries or concerns promptly while maintaining a professional demeanor.
GUEST SERVICES TEAM MEMBER/CASHIER
Target
06.2018 - 11.2018
- Attended to customer complaints and processed product return or replacement requests
- Cross-trained and provided back up for customer service managers
- Stocked merchandise each day, clearly labeling items, arranging according to size or color and preparing attractive displays
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
CUSTOMER SERVICE REPRESENTATIVE (TEMPORARY)
Fidelity Talent Source
08.2017 - 06.2018
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Organized securities sales and purchases on behalf of customers
- Conferred with customers to assess market fluctuations and correct account problems
- Worked with customers to understand 401k withdrawal requirements and tax implications
- Analyzed market trends and economic data to make informed recommendations for clients'' portfolios.
- Responded to 403b inquiries from employees relating to enrollments, plan changes and contribution amounts.
- Maintained sensitive information with strict confidentiality and modeled ethics, professionalism and service orientation in employee interactions.
POLICY SERVICES SPECIALIST
AAA Texas/Automobile Club of Southern California
03.2015 - 01.2017
- Improved customer satisfaction with timely and accurate policy updates, modifications, and renewals.
- Enabled informed decision-making among clients by providing clear explanations of policy terms and conditions.
- Delivered excellent customer experiences while resolving complex issues related to billing discrepancies or coverage disputes.
- Managed confidential client information securely maintaining compliance with industry regulations and company policies.
- Collaborated with underwriters to ensure proper risk assessment and appropriate coverage recommendations for clients.
- Checked documentation for accuracy and validity on updated systems.
- Posted payments to accounts and maintained records.
- Calculated adjustments, premiums and refunds.
- Determined appropriateness of payers to protect organization and minimize risk.
ADVANCED TECHNICAL SUPPORT REPRESENTIVE
AT&T Mobility
02.2008 - 01.2015
- Worked with customers having data connectivity, device and operating system issues
- Provided answers to clients by identifying problems; researching answers; guiding client through corrective steps
- Recorded customer interactions, detail of inquiries, complaints or comments, as well as action taken
- Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Streamlined troubleshooting processes for faster problem resolution and reduced downtime.
- Contributed to the creation of internal knowledge base articles, reducing time spent on searching for information during support calls.
- Served as an escalation point for challenging cases, effectively addressing customer concerns and finding appropriate resolutions.
- Researched and identified solutions to technical problems.
Education
Bachelors of Science - Criminal Justice and Correctional Services
Jackson State University
Jackson, MS06.2007
Skills
- Flexibility and Adaptability
- Key holder experience
- Conflict Resolution
- Account Management
- Service Standard Compliance
- PII Protection Knowledge
- Creative Problem Solving
- Quick Learner
- Technical Aptitude
- Proficient in Microsoft Office
- Information Security
Timeline
Customer Service Representative Senior/Subject Matter Expert
Optum Specialty Pharmacy
05.2022 - Current
SHIFT LEAD
Walgreens #4418
06.2021 - 05.2022
TECHNICAL SUPPORT REPRESENTATIVE-Apple At Home Advisor Program
Kelly Services
04.2020 - 06.2021
FRONT DESK AGENT/ NIGHT AUDIT
Gaylord Texan Resort and Convention Center
07.2018 - 06.2021
GUEST SERVICES TEAM MEMBER/CASHIER
Target
06.2018 - 11.2018
CUSTOMER SERVICE REPRESENTATIVE (TEMPORARY)
Fidelity Talent Source
08.2017 - 06.2018
POLICY SERVICES SPECIALIST
AAA Texas/Automobile Club of Southern California
03.2015 - 01.2017
ADVANCED TECHNICAL SUPPORT REPRESENTIVE
AT&T Mobility
02.2008 - 01.2015
Bachelors of Science - Criminal Justice and Correctional Services
Jackson State University
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