Keylantra Johnson
Atlanta,GA
Summary
Results-oriented Customer Service Representative with 4 years of experience. Proficient in resolving customer issues and managing data accurately. Demonstrates exceptional analytical skills, adept at balancing time effectively and utilizing multiple systems to enhance customer satisfaction and meet service levels. Committed to educating customers about life insurance policies and achieving first-contact resolution.
Overview
4
4
years of professional experience
Work History
Customer Support Agent
Conduent
02.2024 - 08.2024
- Resolved customer issues through analysis, boosting satisfaction and proactive solutions
- Provided accurate account details, ensuring clarity and trust for customers
- Updated member profiles, maintaining accurate information for seamless service
- Processed document delivery requests efficiently, improving turnaround times
- Enrolled members into HSA accounts, streamlining account management
Healthcare Communications Agent
Connexion Point
09.2023 - 01.2024
- Spearheaded data entry operations ensuring impeccable healthcare documentation
- Key player in qualifying candidates for annual healthcare programs, bolstering enrollment rates
- Excellently communicated with applicants, boosting their experience and satisfaction
Customer Agent
Sagility
12.2022 - 10.2023
- Managed a high volume of incoming calls from customers, providing excellent customer service
- Review claim submissions to confirm required documents have been received, verify medical codes, eligibility, other insurance, authorizations, and account benefit plans
- Successfully resolved escalated claims to ensure customer satisfaction
- Maintained accurate records of all communications with customers
- Demonstrated ability to prioritize tasks based on urgency and importance
- At members or providers request faxed emailed or mailed ID cards, coverage letters and faxback of members benefits
- Provided member support with online portal navigation
- Assisted members with information about providers in-network with individual plan
- Updated member's Coordination of benefits
- Explained EOBs when inquired
Customer Service Representative
Paramount
08.2022 - 10.2022
- Managed medical record retrieval and indexing, improving efficiency
- Streamlined medical record management, ensuring accuracy
- Handled patient prescription and insurance requests, enhancing provider workflows
Customer Support Specialist
VXI Global Solutions
08.2020 - 02.2022
- Enhanced customer rapport via probing inquiries and first-contact resolutions
- Streamlined complaint handling by innovating with managerial team
- Boosted operational efficiency by documenting and resolving customer issues
Education
Diploma -
Forest Park High School
Forest Park, GASkills
- Customer Engagement
- Rapport Building
- Problem Solving
- Time Management
- System Navigation
- Performance Metrics
Timeline
Customer Support Agent
Conduent
02.2024 - 08.2024
Healthcare Communications Agent
Connexion Point
09.2023 - 01.2024
Customer Agent
Sagility
12.2022 - 10.2023
Customer Service Representative
Paramount
08.2022 - 10.2022
Customer Support Specialist
VXI Global Solutions
08.2020 - 02.2022
Diploma -
Forest Park High School