JOHNNIK'A WILKINS
Houston
Summary
Dedicated Customer Service Representative skilled in fostering loyalty and enhancing customer satisfaction through empathetic communication and effective issue resolution. Committed to leveraging problem-solving abilities to improve service delivery and customer retention in a progressive environment.
Overview
15
15
years of professional experience
Work History
CLAIMS AGENT
CVS Aetna
Houston, TX
02.2025 - 09.2026
- Delivered outstanding customer service to providers daily, expertly guiding claims inquiries while ensuring compliance with policy guidelines and improving issue resolution satisfaction.
- Evaluated and processed claims to ensure compliance with company policies and regulatory standards.
- Collaborated with healthcare providers to resolve discrepancies and enhance customer satisfaction.
WFH Member Service Representative
WellCare
Houston, TX, USA
09.2023 - 02.2025
- Increased member satisfaction by delivering comprehensive Medicare coverage support and implementing identity verification procedures for secure and clear plan benefits.
- Assisted members with inquiries regarding benefits, coverage, and claims processing.
- Resolved escalated member issues by employing effective communication and problem-solving skills.
- Educated members on healthcare options, promoting understanding of services available through WellCare.
WFH REPRESENTATIVE
Chewy
Houston, TX, USA
03.2019 - 08.2023
- Fostered positive customer experiences at Chewy by resolving inquiries and confirming orders across multiple communication channels, reinforcing brand loyalty.
- Provided exceptional customer service to enhance client satisfaction and loyalty.
- Resolved customer inquiries efficiently through various communication channels.
Warehouse Associate/ Driver Helper
United Parcel Service
Houston, TX, USA
12.2011 - 12.2018
- Enhanced package handling efficiency and safety at UPS by strictly following protocols, ensuring timely and satisfactory customer deliveries.
- Operated forklifts and pallet jacks to transport goods efficiently within warehouse.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
Education
High School Diploma -
Dekaney High School
06.2011
Skills
- Claims Processing
- Guest services
- Customer service
- Technical support
- Telephone communication
- Typing
- Data Entry
- Documentation Management
- Problem solving
- Multitasking
- Attention to detail
- Time Management
- Organization
- Dispute resolution
Timeline
CLAIMS AGENT
CVS Aetna
02.2025 - 09.2026
WFH Member Service Representative
WellCare
09.2023 - 02.2025
WFH REPRESENTATIVE
Chewy
03.2019 - 08.2023
Warehouse Associate/ Driver Helper
United Parcel Service
12.2011 - 12.2018
High School Diploma -
Dekaney High School