Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Keturah Johnson

Jacksonville,FL

Summary

Experienced professional with over a decade in customer service and support. Skilled in strengthening customer relationships, fostering loyalty, and tactfully resolving complaints. Consistently receives positive feedback from clients. Authorized to work in the US for any employer. Eager to bring expertise to a new opportunity.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Medical Data Entry Clerk

Conduent
10.2022 - 07.2025
  • Accurately entered and verified data into company database, ensuring high levels of accuracy and completeness
  • Performed regular data quality checks to identify and correct errors, maintaining a clean and reliable database
  • Maintained confidentiality of sensitive information by adhering to strict security protocols and procedures
  • Managed large volumes of data entry tasks within tight deadlines, consistently meeting or exceeding productivity targets
  • Collaborated with cross-functional teams to gather necessary information for data entry
  • Resolved discrepancies or missing information by conducting thorough research using various sources
  • Maintained a high level of accuracy even when working under tight deadlines or high-pressure situations
  • Ensured all entered data followed established formatting and naming conventions
  • Closely monitored incoming emails or correspondence containing important details that needed immediate attention
  • Coordinated with other departments to obtain missing or incomplete information required for accurate record-keeping
  • Ensured compliance with company policies and procedures during all stages of the data entry process
  • Maintained a record accuracy rate above 98% throughout tenure as a Data Entry Clerk
  • Achieved an average typing speed of 65 words per minute with minimal errors
  • Implemented quality control measures to identify and correct errors before finalizing records
  • Entered and maintained medical data into electronic health records with high accuracy.
  • Reviewed patient information for completeness, ensuring compliance with regulatory standards.
  • Ensured compliance with HIPAA regulations through careful handling of confidential patient data during the entry process.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Followed data entry protocols, rules and regulations.
  • Checked for accuracy by verifying data and records.
  • Contributed to the reduction of paper records by digitizing historical documents and maintaining an organized digital filing system.
  • Enhanced efficiency by performing high-volume data entry tasks, ensuring timely completion of medical reports.
  • Utilized specialized software tools for efficient data management and retrieval tasks.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Compared transcribed data with source document to detect and correct errors.
  • Utilized techniques for increasing data entry speed.

Credit Card Specialist (AppleCard)

Genpact
10.2021 - 09.2022
  • Processed credit card applications, ensuring compliance with company policies and regulatory standards.
  • Assisted customers with inquiries, resolving issues related to account management and transactions.
  • Analyzed customer credit reports to determine eligibility for credit card products and services.
  • Collaborated with cross-functional teams to streamline application review processes and enhance service delivery.
  • Educated clients on credit card features, benefits, and responsible usage practices to improve customer satisfaction.
  • Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
  • Made decisions and recommendations about extending lines of credit.
  • Negotiated payment plans and loan terms with delinquent customers.
  • Maintained strong working knowledge of relevant regulatory requirements affecting the credit card industry, ensuring ongoing compliance within operations.
  • Reduced fraudulent transactions by implementing advanced monitoring systems and timely alerts to customers.
  • Developed targeted marketing campaigns that drove new account acquisitions and promoted brand loyalty among existing clients.
  • Implemented effective risk management strategies that minimized losses due to chargebacks, fraud, or delinquency while preserving customer goodwill.
  • Streamlined the application process for faster approvals, ensuring a positive customer experience.
  • Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
  • Fielded 300+ incoming customer calls to deliver high-quality solutions.
  • Implemented strategies to reduce risk of credit card fraud and identity theft.
  • Researched and resolved customer complaints and disputes related to credit card accounts.
  • Recommended products and services to meet customers' credit card and banking needs.
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
  • Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
  • Maximized revenues by identifying opportunities for up-selling and cross-selling additional financial products to existing clients.
  • Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
  • Evaluated customer creditworthiness and financial statements to determine credit limits.
  • Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
  • Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
  • Built strong relationships with customers to increase retention and loyalty.
  • Maintained accurate records of customer interactions, contributing to data integrity and reporting accuracy.
  • Investigated and resolved customer disputes related to credit decisions.

COVID-19 Contact Tracing Investigator

MCI (Valor Intelligent Processing)
07.2020 - 09.2021
  • Conducted thorough interviews to gather accurate contact information from COVID-19 positive individuals.
  • Collaborated with health departments to ensure timely notifications of potential exposure.
  • Developed and maintained comprehensive case documentation in compliance with public health guidelines.
  • Facilitated communication between affected individuals and healthcare resources for support services.
  • Analyzed trends in case data to identify high-risk areas for targeted outreach efforts.
  • Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
  • Coordinated follow-up interactions to monitor the health status of contacts and provide ongoing support.
  • Implemented process improvements that enhanced efficiency of contact tracing workflows.
  • Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19.
  • Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals.
  • Improved contact tracing efficiency with accurate data entry and case management system utilization.
  • Supported public health efforts by conducting thorough interviews with confirmed COVID-19 cases.
  • Streamlined workflows by collaborating closely with fellow Contact Tracers, fostering a supportive work environment that prioritized accuracy and efficiency.
  • Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
  • Maintained compliance with all relevant privacy and confidentiality regulations, ensuring the protection of sensitive personal information throughout the contact tracing process.
  • Targeted specific community groups with wellness and disease management information.
  • Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
  • Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
  • Provided crisis intervention and supportive counseling services to assist clients facing issues and problems.
  • Participated in health promotion campaigns to raise awareness of health issues.
  • Participated in regular meetings with supervisors, discussing progress updates and strategizing improvements within the contact tracing process.
  • Engaged clients in health-related activities to enhance overall well-being.
  • Demonstrated empathy and professionalism during sensitive conversations, ensuring confidentiality of personal information.
  • Clarified misconceptions about the virus, sharing accurate information during contact tracing calls.
  • Increased case resolution rates by maintaining organized records of all contact tracing activities.
  • Strengthened relationships between public health agencies and communities, acting as an approachable liaison for concerned citizens.
  • Exceeded contact tracing targets, consistently handling a high volume of cases while maintaining exceptional attention to detail.
  • Collaborated with public health officials to ensure timely follow-up and support for quarantined contacts.
  • Assisted in minimizing virus spread through consistent monitoring of affected individuals'' symptoms and compliance with guidelines.
  • Contributed to a reduction in local outbreak numbers by promptly escalating high-risk situations to appropriate authorities.
  • Evaluated success of current contact tracing strategies through diligent record keeping, leading to improved processes over time.
  • Notified and interviewed individuals to ascertain novel coronavirus exposure level.
  • Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
  • Provided educational and informational resources regarding isolation policies and quarantine measures.
  • Lent daily assessment of health screen and symptom data.
  • Performed record keeping by logging client information within secure contact-tracing software.
  • Optimized communication skills while addressing language barriers and diverse backgrounds during contact tracing interactions.
  • Continuously updated knowledge of COVID-19 developments to provide up-to-date recommendations to the public.

Education

GED -

Technical college system of Georgia
Atlanta, GA
03.2010

Associate of Science - Business

University of The People
09-2027

Skills

  • Records management
  • Windows
  • Problem Resolution
  • Medical terminology
  • Case Management
  • Customer Service (10 years)
  • Analysis skills
  • Microsoft Office
  • Customer Support
  • Computer skills
  • Records management
  • Health Insurance
  • Communication skills
  • Medical Terminology
  • Detail oriented
  • Microsoft Office Suite
  • Research
  • Medical records
  • CRM software
  • Type 60 wpm
  • Call Center experience
  • Live Multi Chat experience
  • Email experience
  • HIPAA compliance
  • Professionalism and ethics
  • Organizational growth
  • Multitasking efficiency
  • Claims processing
  • Follow-up coordination
  • Data entry
  • Quality control procedures
  • Data entry proficiency
  • Data management
  • Data entry software
  • Data integrity
  • Professional demeanor
  • Document management
  • Microsoft Office Suite
  • Written communication
  • Time management abilities
  • Quality control
  • Meticulous attention to detail
  • Professionalism
  • Clerical skills
  • Deadline management
  • Analytical thinking
  • Computer proficiency
  • Task prioritization
  • Interpersonal skills
  • Microsoft office
  • Microsoft Excel
  • Data review and verification
  • Data accuracy
  • Adaptability and flexibility
  • Effective communication
  • Team collaboration
  • Organizational skills
  • Healthcare industry
  • Document editing
  • Medical terminology knowledge
  • Time management
  • Information verification
  • Quality control analysis
  • Medical software applications
  • Medical claims
  • Medical record retrieval
  • Typing speed accuracy
  • Proofreading capabilities
  • Problem Solving Abilities
  • Multitasking Abilities
  • Excellent communication

Certification

  • ASTHO/NCSD Contact Tracing Certificate / Making Contact: A Training for COVID-19 Contact Tracers August 2020 to Present ASTHO & National Coalition of STD Directors Introductory online course for entry-level COVID-19 contact tracers, for use by health agencies in rapid training of new contact tracers. The training will be augmented by state/local specific training required to orient individuals to jurisdiction-specific protocols. This training focuses on building knowledge for remote contact tracing; a subsequent release will include a module on field services.
  • Contact Tracer August 2020 to Present John Hopkin's University- Covid-19 Contact Tracer https://www.coursera.org/account/accomplishments/certificate/QUUPQCGPABSL Credential ID: QUUPQCGPABSL
  • Florida DOH Code of Ethics Training-FDOH Certificate- Train.org August 2020 to Present This training meets the requirements of the DOH Code of Ethics policy (DOHP 30-2). Additional training for supervisors will be provided through the Division of Administration’s Basic Supervisory Training Program. This course is based on Governor’s Executive Order 11-03. To receive credit for completion, you must complete the test after the presentation. Learning Objectives: Understand the importance of DOH Code of Ethics Define the concept of conflict of interest Explain restrictions that apply to gifts Describe the two types of secondary employment Adhere to requirements involving regulatory responsibilities Navigate the Code of Ethics policy to find solutions to ethical dilemmas
  • CompTIA A+
  • Driver's License

Timeline

Medical Data Entry Clerk

Conduent
10.2022 - 07.2025

Credit Card Specialist (AppleCard)

Genpact
10.2021 - 09.2022

COVID-19 Contact Tracing Investigator

MCI (Valor Intelligent Processing)
07.2020 - 09.2021

GED -

Technical college system of Georgia

Associate of Science - Business

University of The People

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