Johanna Toledo
Houston,TX
Summary
Dynamic professional with a proven track record at Centene Corporation, excelling in business analysis and cross-functional collaboration. Skilled in Salesforce CRM and data analysis, I drive process improvements and enhance user experiences, effectively translating complex requirements into actionable insights. Committed to delivering impactful results in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Centene Corporation
04.2024 - Current
- Support software-driven healthcare platforms by analyzing user issues, system discrepancies, and utilization data impacting customer experience.
- Document user needs as requirements within Salesforce CRM, facilitating support for operational and technical teams.
- Collaborate with clinical, operations, and technical stakeholders, resolving escalations to enhance workflows.
- Analyze recurring trends and user pain points, driving process and product improvements.
Revenue Monitoring Clerk
Harris County District Clerk's Office
07.2023 - 09.2023
- Analyzed transactional and operational data for accuracy, compliance, and reporting integrity to support informed decision-making.
- Generated performance and risk reports that facilitated effective operational decision-making.
Customer Service Representative
Intuit TurboTax
03.2023 - 07.2023
- Assisted users in navigating cloud-based tax software by resolving data and workflow issues, improving user experience.
- Simplified communication of complex technical and financial concepts in fast-paced environment, enhancing understanding among users.
Shift Supervisor
CVS Pharmacy
06.2020 - 12.2021
- Managed daily operations in regulated healthcare environment, ensuring compliance and effective performance tracking.
- Facilitated training for team members on systems, procedures, and service standards to enhance service delivery.
Education
High School Diploma -
Houston Academy For International Studies Early College High School
Houston, TX06-2019
Skills
- Product and business operations support
- Business analysis and requirements documentation
- Agile and cross-functional collaboration
- User and stakeholder communication
- Salesforce CRM
- Data analysis and reporting
- Process improvement
- Cloud-based software environments
- Generative AI fundamentals
- Microsoft Excel (advanced)
- SQL (foundational)
Certification
- Generative AI: Introduction and Applications, Coursera, Foundational knowledge of generative AI concepts, models, and real-world business and product applications.
- Google IT Support Professional Certificate, Google via Coursera, Training in IT fundamentals including troubleshooting, operating systems, networking, and cloud-based support environments.
Timeline
Customer Service Advocate
Centene Corporation
04.2024 - Current
Revenue Monitoring Clerk
Harris County District Clerk's Office
07.2023 - 09.2023
Customer Service Representative
Intuit TurboTax
03.2023 - 07.2023
Shift Supervisor
CVS Pharmacy
06.2020 - 12.2021
High School Diploma -
Houston Academy For International Studies Early College High School