LeAnna Johnson
Madison,VA
Summary
Motivational Leader and Problem-Solver experienced in enhancing customer service and operational efficiency. Achieved significant improvements in employee engagement and performance through targeted training and morale-building techniques. Focused on driving collaboration and effective issue resolution to elevate patient access and guest experiences.
Overview
10
10
years of professional experience
Work History
Senior Access Associate
UVA Health
Charlottesville, VA
07.2024 - Current
- Facilitated patient access to services and resources within healthcare facilities.
- Managed scheduling and registration for patient appointments efficiently.
- Collaborated with healthcare teams to ensure seamless patient care transitions.
Front Desk Manager
Hampton Inn And Suties
Culpeper, VA
06.2019 - Current
- Managed guest check-in and check-out procedures, reservations and payments.
- Supervised front desk operations, ensuring guests received exceptional customer service from hotel staff.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Built strong connections with guests with guests, fostering loyalty and contributing to increased hotel revenue.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Office Manager
Mac Weems State Farm
Charlottesville, VA
06.2021 - 02.2023
- Managed office inventory and streamlined supply ordering process to ensure availability of essential materials.
- Managed, scheduled and coordinated office functions and activities for employees.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed files and records to obtain information and respond to requests.
- Produced thorough, accurate and timely reports of project activities.
- Created and managed budgets for travel, training and teambuilding activities.
Customer Service Representative
GEICO
Fredericksburg, VA
09.2019 - 06.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Cultivated strong customer relationships, resulting in increased repeat business.
- De-escalated customer concerns while maintaining calm, friendly demeanor to enhance customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Consulted with customers to resolve service and billing issues.
- Raised customer issues to supervisors for prompt resolution., issues and requirements to supervisors for immediate rectification.
- Reduced customer service wait times, leading to fewer complaints.
Administrative Assistant
Menzies Aviation
Washington , DC
08.2016 - 09.2019
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Responded effectively to sensitive inquiries or complaints.
- Inventoried and ordered supplies for office.
- Maintained accurate department and customer records.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Prepared and prioritized calendars and correspondence.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Maintained functionality of office equipment and ensured supplies were well-stocked to support efficient operations.
- Completed projects on time and within budget by addressing complex issues for senior leadership.
Education
High School Diploma -
Madison County High School
Madison, VASkills
- Patient onboarding
- Registration processes
- Scheduling optimization
- Check-in procedures
- Reservations
- Hotel Reservation Systems
- Guest Services
- Issue Resolution
- Operations Management
- Customer Service
- Administrative Support
- Documentation and Reporting
- Daily Reporting
- Cash Handling
- Billing support
- Insurance verification
- Insurance coordination
- Follow-up communication
- Administrative Skills
- Email etiquette
- Team collaboration
- Multitasking and organization
- Attention to detail
- Communication skills
- Problem-Solving Skills
- Strategic Planning
- Leadership development
- Business Development
- Sales Expertise
- Office Meetings
- Room Assignments
- Guest Amenities
- System Updates
- Client engagement strategies
- Administrative support
- Intake procedures
- Follow-up communication
- Billing support
- Registration processes
- Customer service
- Intake procedures
- Insurance verification
Timeline
Senior Access Associate
UVA Health
07.2024 - Current
Office Manager
Mac Weems State Farm
06.2021 - 02.2023
Customer Service Representative
GEICO
09.2019 - 06.2021
Front Desk Manager
Hampton Inn And Suties
06.2019 - Current
Administrative Assistant
Menzies Aviation
08.2016 - 09.2019
High School Diploma -
Madison County High School