Kenitra Johnson
Cedar Hill,TX
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Skilled in customer care coordination, with background in managing and improving customer service operations. Demonstrated ability to build strong relationships with clients, handle complaints efficiently, and resolve issues promptly. Known for strategic planning skills, problem-solving capabilities, and the ability to lead teams towards achieving organizational goals. Made significant improvements in previous roles to enhance customer satisfaction levels.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Care Coordinator DSNP Navigation
UnitedHealth Group
Richardson, TX
10.2021 - Current
- Researched complex issues across databases to resolve customer concerns and proactively anticipate healthcare needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in team collaboration with social workers, case managers, and medical staff to optimize client care coordination.
- Developed individualized service plans for clients based on their needs, preferences, and goals.
- Provided crisis intervention support when needed by utilizing de-escalation techniques and providing emotional support.
- Actively listened to clients in order to identify their needs and provide effective solutions.
- Maintained accurate records of client interactions in accordance with agency policies and procedures.
Transit Customer Service Specialist
Dallas Area Rapid Transit (DART)
Dallas, TX
09.2019 - 10.2021
- Provided efficient travel solutions by planning transit itineraries for customers in Dallas
- Suggest transit routes and schedules to meet customers' transportation needs.
- Answer inquiries from customers and staff via phone, email or in writing concerning routes and schedule information, lost and found items and field trip planning with Dart Transit, Trinity Meto, TRE and DCTA (Denton County Transit Authority)
- Developed transportation plans to improve regional connectivity and reduce traffic congestion.
- Demonstrated proficiency in utilizing a Windows-based tracking system to sell fare media and provide information about the ORCA card system.
Transit Bus Operator
Dallas Area Rapid Transit (DART)
Dallas, TX
04.2017 - 09.2019
- Operates Dallas Area Rapid Transit's (DART) revenue vehicles (bus) in a safe, dependable, efficient, and on-time manner to provide transportation services for patrons.
- Responded promptly to passenger requests for stops along the route.
- Provided customer service to passengers, including providing route information and collecting fares.
- Followed established schedules, making adjustments as needed due to traffic delays.
- Notified dispatch of any irregularities such as accidents or hazardous weather conditions.
K2&K3 Daycare Teacher
Kids on the Hill
Cedar Hill, TX
03.2009 - 04.2017
- Supervised activities for children individually and in groups to maintain focus and maximize productivity.
- Planned and implemented developmentally appropriate activities to engage Pre-K students in learning.
- Incorporated culturally responsive practices into daily instruction.
- Assessed student progress through observation, documentation, and portfolio review.
- Participated in professional development activities to stay abreast of current trends in early childhood education.
- Encouraged parent involvement by providing feedback on student achievement at conferences or meetings.
Customer Service Representative III /Billing Specialist
AT&T Wireless Services
Anaheim Hills, CA
11.1999 - 06.2007
- Provided support for customers' billing inquiries regarding excessive usage.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
Claim Adjuster Certification
1st Choice Certifications
Plano, Texas03-2024
High school diploma or GED - General Education
Canton Public High School
MS05-1995
Skills
- Insurance Knowledge
- Decision Making
- Interpersonal Skills
- Active Listening
- Problem Solving
- Windows 10
- Microsoft Office
- Communication
- Analytical Skills
- Strong Organization
- Objectivity
- Attention to Detail
- Investigative Skills
- Research and due diligence
- Ethical Judgement
- Typing
- Team Management
Certification
- Operator with Dual Monitors
- Claim Adjuster License Texas All Lines License March 2024
- Microsoft Office
Timeline
Customer Care Coordinator DSNP Navigation
UnitedHealth Group
10.2021 - Current
Transit Customer Service Specialist
Dallas Area Rapid Transit (DART)
09.2019 - 10.2021
Transit Bus Operator
Dallas Area Rapid Transit (DART)
04.2017 - 09.2019
K2&K3 Daycare Teacher
Kids on the Hill
03.2009 - 04.2017
Customer Service Representative III /Billing Specialist
AT&T Wireless Services
11.1999 - 06.2007
Claim Adjuster Certification
1st Choice Certifications
High school diploma or GED - General Education
Canton Public High School
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