Open To Work
JOHNNY WENDEL
Tulsa,OK
Work Preference
Summary
Dynamic professional with extensive experience in customer service and conflict resolution. Proven ability to develop and implement customer retention strategies that enhance operational efficiency. Strong leadership skills foster a culture of accountability, resulting in improved service delivery and team performance.
Overview
1
1
Certification
9
9
years of professional experience
1
1
Language
Work History
CPT Customer Preservation Team
Progressive Insurance
04.2024 - Current
- Handled inbound calls to deliver first-call resolutions and enhance customer satisfaction.
- Processed payments, enrolled customers in automatic payment plans, and facilitated enrollment in additional services.
- Educate customers on state guidelines and recommendations (state Specific).
- Monitored key performance indicators to ensure team adherence to organizational compliance standards.
- Add/update car and driver information.
- Write Personal Lines Insurance policies for all states.
- Rewrite Agency policies.
APS Customer Service Supervisor
Cardinal Health
11.2018 - 06.2023
- Drives performance by providing direct, consistent feedback and direction on performance promptly to ensure continued productivity and quality standards are met.
- Resolved escalated service issues and analyzed complex questions to enhance customer satisfaction.
- Communicated results, targets, and strategies to team members to align efforts and expectations.
- Monitored departmental performance standards and provided reports to ensure accountability and transparency.
- Organizes the department workload and establishes work standards to promote efficiency and productivity.
Intermittent Team Lead
Cardinal Health
09.2018 - 11.2018
- Led sub-team, engaging members and coordinating with partners to achieve project objectives.
- Initiated and developed strategies, plans, and program guidance to align with organizational goals.
- Collaborated with team to develop strategies, plans, programs, and budgets that support project success.
- Developed an approach to tasks by analyzing objectives and resources available. and developed a plan to accomplish them.
Case Manager
Cardinal Health
01.2018 - 09.2018
- Managed case assignments by organizing and prioritizing client needs, drafting service plans, reviewing case progress, and determining case closure.
- Coordinated case management and information sharing to ensure seamless client care.
- Developed strong working relationships with medical team to enhance collaboration throughout case management process.
- Coordinated and provided care that is safe, timely, effective, efficient, equitable, and client-centered.
Education
High School Diploma -
North Eugene High School
Eugene, OR05-2000
Skills
- Customer engagement
- Quality assurance
- Customer service expertise
- Microsoft Office
- Report writing
- Training development
- Conflict management
- People focus
- Customer expertise
- Cross-selling strategies
- Customer retention tactics
- Insurance License
- Policy writing
- Good Telephone Etiquette
- Project planning
- Analytical thinking
- Data management
Competencies And Experience Highlights
- Strong written and verbal communication skills with excellent interpersonal skills
- Proven experience in building productive relationships with customers finding me trust worthy and knowledgeable
- Track record of handling customer inquiries following established service policies and procedures
- Strong supervisory skills with an ability to maintain the confidentiality of sensitive information
- Familiarity with customer needs assessment and evaluation of customer satisfaction
- Motivating Customer Service staff to increase loyalty and customer retention and improve business performance
Certification
- Licenses Personal Lines Property and Casualty in 50 states
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
Software
Microsoft Word
Excel
Outlook
Teams
Zoom
Salesforce
Timeline
CPT Customer Preservation Team
Progressive Insurance
04.2024 - Current
APS Customer Service Supervisor
Cardinal Health
11.2018 - 06.2023
Intermittent Team Lead
Cardinal Health
09.2018 - 11.2018
Case Manager
Cardinal Health
01.2018 - 09.2018
High School Diploma -
North Eugene High School