Diligent representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Hi, I’m
Kadijah Johnson
Customer Service Representative
Woonsocket,RI
Summary
Overview
9
years of professional experience
1
Certification
Work History
MTM-Remote
Customer Service Representative
01.2025 - Current
Job overview
- Provide exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Manage a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrate strong product knowledge to effectively answer customer questions and provide accurate information
- Maintain detailed records of all customer interactions in CRM system for future reference and analysis
Amazon Warehouse
Amazon Fulfillment Associate
09.2024 - 12.2024
Job overview
- Operated powered industrial trucks (PIT) such as a forklift or pallet driver, and work at heights up to 40 feet.
- Stand, walk, push, pull, squat, bend, and reach during shifts
- Loaded boxes into trucks for shipment
- Used scanners to read bar codes on products
Blue Cross & Blue Shield of Rhode Island
Medicare Specialist
02.2023 - 09.2024
Job overview
- Facilitated member requests for changes with network provider changes, transportation requests, or any other member request for assistance as appropriate.
- Made all attempts to resolve all member disenrollment, cancellation requests, complaint / grievances, and assisted the member with their questions or concerns and following up as appropriate
- Documented every incoming call during the call with pertinent details (i.e., caller name, contact info, reason for call, action taken, resolution, etc.)
- Responded to complaints against the health plan and its contracted facilities by utilizing the departments Complaint / Grievance Policy and Procedure.
- Explained plan’s procedures, protocols, benefits, services, and any other necessary information to the members who call.
Amazon Warehouse
Delivery Station Warehouse Associate
11.2023 - 01.2024
Job overview
- Carried, lifted, pushed and pulled up to 49 pounds.
- Stood, kneeled, crouched, and/or stretched during shifts up to 12 hours long.
- Loaded conveyor belts, and transport and stage deliveries to be picked up by drivers
Neighborhood Healthcare
Inside Sales Representative
02.2022 - 07.2022
Job overview
- Assisted potential, eligible members to determine what Neighborhood product is best for them.
- Assisted with Medicare Medicaid application process for potential eligible Medicare Medicaid members.
- Assisted with inbound and outbound potential member calls when necessary via Salesforce telephone system.
Robert Half
Data Entry Specialist
09.2021 - 10.2021
Job overview
- Converted 500 files from PDF to Word daily on a MacBook
- Utilized Google Suite for team meetings, and assignment communications.
- Strict attention to document details during conversion process to ensure accuracy and consistency.
New York State Department of Labor & Training
Unemployment Insurance Representative
04.2020 - 08.2020
Job overview
- Handled a high volume of inbound calls relating to reason claim is either pending or why it has been denied.
- Review/Process/Determine pending PUA determinations inputting data to the system of record to calculate accurate weekly benefit amounts and issue monetary redeterminations where needed.
- Navigated through multiple computer programs simultaneously, Internet, Excel, Outlook, Word, automated office systems.
West Bay Residential Services
Direct Support Professional (DSP) - Third Shift
02.2020 - 04.2020
Job overview
- Assisted people throughout the night with regular checks for their comfort and safety.
- Completed thorough house cleaning
- Documented nightly activities
- Assisted individuals with personal care and morning routines
NAFI
Direct Support Professional
05.2019 - 01.2020
Job overview
- Assisted with treatment goal planning, IEP planning, job placement and core issues
- Assisted residents in daily life activities and classroom assignments
- Served as a liaison between attorneys, social workers, and other personnel
- Served as a mentor and tutor for residents in the classroom and housing unit
- Wrote reports describing youth's progress in the treatment program
CVS Health
Patient Support Specialist
08.2018 - 04.2019
Job overview
- Utilized EPIC and Athena Programs to resolve patient billing and insurance inquiries, as well as inquiries related to Minute Clinic visits, treatments and services.
- Provided concise medical and prescription information in accordance with HIPPA requirements.
- Answered 50 inbound calls, responded to inquires via Outlook and maintained patient information via EPIC database.
Tunstall Americas
Customer Service Representative
03.2018 - 08.2018
Job overview
- Responded to patient calls and scheduling questions.
- EPIC Certified to document and update customer records based on interactions.
- Developed and maintain a knowledge base of the evolving products and services.
Agoda
Customer Service Representative
09.2017 - 03.2018
Job overview
- Professionally handled 15 inbound calls, 25 outbound calls and 40 emails daily from clients and customers.
- Managed travel accounts while educating customers on sales opportunities that best meet their needs and encouraged customers to utilize self-service applications.
- Resolved customers problems by clarifying issues; applied solutions; handled unresolved problems before escalating to the appropriate liaison.
Elmwood Nursing and Rehabilitation
Receptionist/ Office Assistant
04.2017 - 08.2017
Job overview
- Welcomed visitors by greeting them, in person or on the telephone; answering or directing inquiries to the appropriate personnel.
- Checked incoming paperwork (correspondence, invoices etc.), entered them into an electronic system either by data entry and scanners.
- Conduct cash transactions with customers and entered transactions into account receivable system or cash receipt journal/log.
Automated Health Systems
Call Center Representative
07.2016 - 10.2016
Job overview
- Answered 45 inbound calls, 20 outbound calls regarding customers health insurance accounts.
- Managed 107 health insurance accounts by clarifying issues; researched answers and alternative solutions; implemented solutions; escalated unresolved problems.
- Assisted customers by educating them on various health plans, benefits, and providers available based on their personal health information.
Summit Commons Nursing & Rehab Center
Certified Nursing Assistant (C.N.A)
04.2016 - 06.2016
Job overview
- Assisted patients with personal hygiene by giving bedpans, urinals, baths, backrubs, shampoos, and shaves; assisted with travel to the bathroom; helping with showers and baths.
- Provided for activities of daily living by assisting with serving meals, feeding patients as necessary; ambulating, turning, and positioning patients; providing fresh water and nourishment between meals.
Education
Central Falls Senior High SchoolCentral Falls, RI
High School Diploma from General Studies
01.2011
University Overview
Skills
- Direct Support
- Customer Care
- Sales
- Medical terminology
- Call Center
- Inside Sales
- Customer service
- Medical Scheduling
- Insurance Verification
- Customer Service
- HIPAA
- CNA
- Insurance Sales
- CSR
- Customer Support
- Epic
- Organizational skills
- Personal Care
Certification
Driver's License
Timeline
Customer Service Representative
MTM-Remote
01.2025 - Current
Amazon Fulfillment Associate
Amazon Warehouse
09.2024 - 12.2024
Delivery Station Warehouse Associate
Amazon Warehouse
11.2023 - 01.2024
Medicare Specialist
Blue Cross & Blue Shield of Rhode Island
02.2023 - 09.2024
Inside Sales Representative
Neighborhood Healthcare
02.2022 - 07.2022
Data Entry Specialist
Robert Half
09.2021 - 10.2021
Unemployment Insurance Representative
New York State Department of Labor & Training
04.2020 - 08.2020
Direct Support Professional (DSP) - Third Shift
West Bay Residential Services
02.2020 - 04.2020
Direct Support Professional
NAFI
05.2019 - 01.2020
Patient Support Specialist
CVS Health
08.2018 - 04.2019
Customer Service Representative
Tunstall Americas
03.2018 - 08.2018
Customer Service Representative
Agoda
09.2017 - 03.2018
Receptionist/ Office Assistant
Elmwood Nursing and Rehabilitation
04.2017 - 08.2017
Call Center Representative
Automated Health Systems
07.2016 - 10.2016
Certified Nursing Assistant (C.N.A)
Summit Commons Nursing & Rehab Center
04.2016 - 06.2016
Central Falls Senior High School
High School Diploma from General Studies
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