Keondra Johnson
Fort Worth,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Service Delivery Consultant
VXI Global Holdings
09.2025 - Current
- Educated clients on eligibility requirements and plan options effectively.
- Conducted follow-ups to ensure customer satisfaction and issue resolution.
- Maintained detailed records of customer interactions in CRM system.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Streamlined claim processing for quicker reimbursements, diligently reviewing submitted documentation.
- Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
- Established trust among customers by demonstrating empathy during challenging situations, providing reassurance, and offering expert guidance on available resources.
- Maintained compliance with all HIPAA regulations when handling sensitive member information and documentation.
- Educated members on plan benefits, leading to increased understanding and utilization of services.
- Resolved client inquiries related to benefits and coverage, providing accurate information and support.
Customer Experience Associate
Conduent Business Services
09.2024 - 08.2025
- Delivered exceptional customer support through effective communication and problem-solving techniques
- Assisted in resolving customer inquiries by utilizing CRM systems for efficient case management
- Process and respond to member’s inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings
- Assisted clients with Medicaid and Marketplace applications in the state of Kentucky, ensuring accurate and complete submissions and enrollment in health insurance plans or Managed Care Organizations (MCO)
- Employed active listening skills to accurately understand customer concerns and address them effectively
- Asked members questions to determine, verify and solve common problems.
- Responded to high volume of 30+ incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities
- Maintained detailed records of client interactions and application status to ensure compliance with state regulations
- Utilized Cloud Phone Genesys system to handle high-volume inbound and outbound calls regarding Medicaid and Marketplace enrollment inquiries
- Assisted applicants with completing Medicaid and ACA Marketplace applications, verifying information, and determining eligibility based on state and federal guidelines
- Entered and managed sensitive client data accurately within state eligibility systems, maintaining strict compliance with HIPAA and privacy regulations
Healthcare Customer Service Representative
Everise
03.2024 - 08.2024
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Educated customers about billing and payment processing.
- Managed incoming phone calls from customers seeking information about prescriptions and placing mail orders effectively and courteously.
- Provided excellent customer service during high volume periods, effectively managing multiple tasks simultaneously.
- Verified prescription information in pharmacy software system.
Technical Support Representative
Wal-Mart
12.2021 - 01.2023
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Resolved customer inquiries through effective troubleshooting of technical issues.
- Documented technical solutions to enhance knowledge base for future reference.
- Monitored ticketing system to prioritize urgent requests and maintain workflow efficiency.
- Conducted follow-up communications with customers to ensure satisfaction with resolutions provided.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Seasonal Customer Service Representative
Sutherland Global
03.2021 - 11.2021
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Utilized CRM systems to document interactions and track customer feedback for continuous improvement.
- Provided accurate information regarding products, services, and promotions to enhance customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed a high volume of claims, ensuring accurate documentation and proper followup.
- Reduced errors in claims processing through rigorous quality control measures.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- 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.
Chat Support Representative
CMI Group
02.2020 - 12.2020
- Asked open-ended questions to determine which products or services would be best fit for customer's needs
- Remedied issues quickly and within parameters of company-mandated policies and procedures
- Handled inbound customer chat conversations from various websites
- Cultivated relationships with new customers and maintained good partnerships with existing clients
- Provided exceptional customer service by accurately and efficiently responding to customer inquiries and resolving issues through chat conversations.
- Developed knowledge base articles to assist customers and reduce inquiry volume.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Bachelor of Science - Public Health
Southern New Hampshire University
Hooksett, NH05-2029
High School Diploma -
Fort Worth Can Academy
Fort Worth, TX05.2016
Skills
- Insurance Verification
- Medical terminology knowledge
- HIPAA Compliance
- Multitasking and Organization
- Customer Service
- Payment Processing
- Call Documentation
- Drug Classification Knowledge
- Order Processing
- Prescription Filling
- Medicare/Medicaid
- Claims Processing
Timeline
Service Delivery Consultant
VXI Global Holdings
09.2025 - Current
Customer Experience Associate
Conduent Business Services
09.2024 - 08.2025
Healthcare Customer Service Representative
Everise
03.2024 - 08.2024
Technical Support Representative
Wal-Mart
12.2021 - 01.2023
Seasonal Customer Service Representative
Sutherland Global
03.2021 - 11.2021
Chat Support Representative
CMI Group
02.2020 - 12.2020
High School Diploma -
Fort Worth Can Academy
Bachelor of Science - Public Health
Southern New Hampshire University