Keisha Johnson
Wichita,KS
Summary
Dedicated Customer Service & Healthcare Support professional with over 10 years of experience in insurance, healthcare, aerospace, and financial services. Skilled in resolving complex billing and claims issues, managing customer accounts, performing mechanical assembly, and leading teams to exceed performance goals. Strong technical proficiency with CRM, Microsoft Office, and specialized industry systems.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
27
27
years of professional experience
1
1
Certification
Work History
MO1B Mechanic / FOD Focal
Spirit AeroSystems
04.2023 - Current
- Perform mechanical assembly, inspection, and maintenance of aerospace components.
- Serve as FOD (Foreign Object Debris) Focal, ensuring compliance with safety and quality standards.
- Collaborate with cross-functional teams to maintain production efficiency and quality assurance.
- Diagnosed mechanical issues using diagnostic tools and equipment.
- Performed preventative maintenance on aircraft systems to ensure optimal performance.
- Disassembled defective parts to make proper repairs.
- Upheld quality control standards for all completed work, ensuring each vehicle left the shop operating at peak performance.
- Read and followed technical documentation to complete accurate repairs.
- Performed emissions tests according to standard procedures.
Supervisor / Customer Service Advocate – Humana Healthcare
Faneuil
10.2019 - Current
- Manage insurance accounts, billing, claims, and benefits for Humana members.
- Supervise and support team of advocates to achieve call resolution and compliance goals.
- Recognized for consistently exceeding performance targets and delivering high-quality service.
- Supervised daily operations, ensuring adherence to safety protocols and quality standards.
- Trained and mentored team members on operational procedures and best practices.
- Optimized workflow processes to enhance productivity and efficiency across departments.
- Implemented process improvements that reduced downtime and increased service delivery speed.
- Resolved operational challenges by analyzing issues and developing effective solutions.
- Fostered a collaborative team environment, promoting open communication and teamwork principles.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Customer Care Representative (Specialty Pharmacy)
Asembia
06.2019 - 10.2019
- Delivered patient-focused support in specialty pharmaceuticals.
- Assisted with account management, prior authorizations, and prescription processing.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance customer service processes and workflows.
- Managed escalated issues with professionalism, resulting in timely resolutions and positive outcomes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
Customer Service Representative
Twin Spires
04.2019 - 06.2019
- Supported wagering customers for Churchill Downs’ online platform.
- Resolved account and transaction issues, maintaining strict compliance standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM systems to manage customer interactions and track service requests efficiently.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Cashier / Kitchen Lead
Casey’s General Store
04.2017 - 05.2018
- Managed daily store operations, food prep, and customer transactions.
- Trained and supervised team members on safety and food handling.
- Processed transactions efficiently using POS systems, ensuring accurate cash handling.
- Assisted customers with inquiries, providing excellent service and product information.
- Maintained cleanliness and organization of checkout area to enhance customer experience.
- Trained new employees on cash register operations and customer service best practices.
- Monitored inventory levels, assisting in restocking items to meet demand effectively.
- Resolved customer complaints promptly, fostering positive relationships and loyalty.
- Implemented improvements in checkout procedures, reducing wait times for customers.
- Collaborated with team members to achieve daily sales goals and enhance operational efficiency.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
CNA / HHA
All Saints
01.2010 - 02.2015
- Provided direct patient care in home and facility settings.
- Assisted with ADLs, medication reminders, and patient safety.
- Provided compassionate patient care, ensuring comfort and safety during daily activities.
- Assisted medical staff with routine assessments and vital sign monitoring to support health initiatives.
- Implemented infection control procedures, enhancing hygiene standards within care environments.
- Trained new staff on best practices for patient handling and care protocols to improve service delivery.
- Developed individualized care plans in collaboration with healthcare teams to address specific patient needs.
- Coordinated with families and caregivers, facilitating communication regarding patient progress and concerns.
- Led efforts to streamline documentation processes, improving accuracy and efficiency of patient records management.
- Mentored junior CNAs, fostering a supportive environment that encouraged professional growth and quality care standards.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Customer Service Representative
AT&T
07.2007 - 05.2009
- Handled customer accounts, billing inquiries, and technical troubleshooting.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM systems to manage customer interactions and track service requests efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Bank of America
02.1999 - 02.2001
- Supported banking clients with account management and financial services.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM systems to manage customer interactions and track service requests efficiently.
- Led initiatives aimed at improving operational efficiency within the customer service department.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Associate of Science -
Vatterott College
Wichita, KS01.2007
Skills
- Customer Account Management (Insurance, Healthcare, Finance)
- Claims & Billing Support
- Aerospace Assembly & FOD Compliance
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- CRM & Call Center Systems: Avaya One-X, Cisco AnyConnect, Citrix
- Strong Communication & Conflict Resolution
- Troubleshooting skills
- Maintenance and repairs
- Hand and power tools
- Workplace safety
- Documentation and reporting
- Customer service
- Safety management
- Quality assurance
- Recordkeeping
- Customer relationship management (CRM)
Certification
- CNA / HHA, 01/01/97
- AAAS (Administrative & Accounting Support), 01/01/06
Timeline
MO1B Mechanic / FOD Focal
Spirit AeroSystems
04.2023 - Current
Supervisor / Customer Service Advocate – Humana Healthcare
Faneuil
10.2019 - Current
Customer Care Representative (Specialty Pharmacy)
Asembia
06.2019 - 10.2019
Customer Service Representative
Twin Spires
04.2019 - 06.2019
Cashier / Kitchen Lead
Casey’s General Store
04.2017 - 05.2018
CNA / HHA
All Saints
01.2010 - 02.2015
Customer Service Representative
AT&T
07.2007 - 05.2009
Customer Service Representative
Bank of America
02.1999 - 02.2001
Associate of Science -
Vatterott College