Kenitha Johnston
Kerrville,TX
Summary
Seasoned professional with a robust background in healthcare and customer service, notably at the Department of Veterans Affairs. Excelled in compassionate communication and HIPAA compliance, enhancing patient and client satisfaction. Demonstrated expertise in data entry and resolving complex issues, significantly improving operational efficiency. A reliable team player committed to maintaining dignity and promoting positive outcomes.
Polite and professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
16
16
years of professional experience
Work History
CNA
Department of Veterans Affairs
09.2019 - Current
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
Call Center Representative
Xerox, ACS
01.2012 - 01.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Platinum Call Center Representative
Marriott Global Reservations
01.2009 - 01.2011
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
High School Diploma -
HIll Country High School
Kerrville05.2005
Skills
- Compassionate communication
- Compassion and Empathy
- Reliable team player
- HIPAA Compliance
- Patient Relations
- Client documentation
- Data Entry
- Customer Service
Timeline
CNA
Department of Veterans Affairs
09.2019 - Current
Call Center Representative
Xerox, ACS
01.2012 - 01.2013
Platinum Call Center Representative
Marriott Global Reservations
01.2009 - 01.2011
High School Diploma -
HIll Country High School
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