Johnson Toy
Rancho Cucamonga,CA
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
13
13
years of professional experience
Work History
Intake Customer Service Manager
Maximus Law Firm
Hawthorne, CA
03.2018 - Current
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Created and reviewed invoices to confirm accuracy.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Claims Customer Service Representative
CVS HEALTH CORPORATION
06.2015 - 03.2018
- Advised customers on required information for claim submissions to progress applications.
- Assessed customer needs and recommended suitable insurance policies.
- Set up customer payment plans to cover annual policies and renewals.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Trained new customer service representatives on best practices, policies and procedures.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Provided primary customer support to internal and external customers.
- Assisted customers with completing insurance documents to avoid missed information.
- Adhered to underwriting, rating and compliance criteria and guidelines to determine associated financial risks.
- Responded to customer requests for products, services, and company information.
Benefits Customer Service Representative
Wells Fargo & Company
Phoenix, AZ
05.2013 - 06.2015
- Maintained cleanliness and organization of front desk area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered and updated sensitive customer information during check-ins and room changes.
- Maintained transaction security by verifying payment cards against identification.
- Answered guest questions and referred to local points of interest.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Stored guest valuables in safe and individual boxes for security.
Customer Service Representative
Legacy production
Phoenix, AZ
08.2010 - 04.2015
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
Associate of Arts - Business Administration
Chaffey College
Rancho Cucamonga, CA05.2001
Skills
- Schedule Coordination
- Talent Development
- Call Center Operations
- Information Security
- One Call Resolution
- Handling Escalations
- Complaint Resolution
- Account Management
- Training and Mentoring
- Deadline-Oriented
- Customer Retention
- Problem-Solving
- MS Office
- Exceptional Telephone Etiquette
- SAP and ERP System Knowledge
- Policy Enforcement
- Employee Scheduling
- Staff Management
- Administrative Support
- Excellent Time Management Skills
- Issue Resolution
- Cash Handling
- Customer Relationship Management Software (CRM)
- Decision-Making
- Customer-Focused
Timeline
Intake Customer Service Manager
Maximus Law Firm
03.2018 - Current
Claims Customer Service Representative
CVS HEALTH CORPORATION
06.2015 - 03.2018
Benefits Customer Service Representative
Wells Fargo & Company
05.2013 - 06.2015
Customer Service Representative
Legacy production
08.2010 - 04.2015
Associate of Arts - Business Administration
Chaffey College
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