LITICIA JOHNSON
Mobile,AL
Summary
Resourceful, high-performing customer service leader with 10+ years of experience in call centers, remote support environments, and financial services. Expert in de-escalation, team coaching, and customer retention. Recognized for decisive leadership, swift problem-solving, and a people-first approach rooted in empathy and accountability.
Overview
14
14
years of professional experience
Work History
Merchant Advocate – Finance
Daxko
10.2021 - Current
- Resolve escalated internal and external credit card and ACH payment issues.
Investigate and diagnose merchant account configuration issues to ensure accuracy.
De-escalate challenging situations involving merchants to maintain positive relationships.
Maintain comprehensive knowledge of processor and vendor products for effective support.
Assist in launching new payment products or services to enhance offerings.
Ensure adherence to organizational compliance and policies at all times.
Lead team trainings to improve staff capabilities and performance.
Collaborate with staff across all levels to foster communication and efficiency.
Customer Service Representative/Team Lead
Healthy Back Institute
03.2018 - 05.2024
- Led inbound and outbound call operations to optimize customer service efficiency.
Conducted quality assurance assessments and live call monitoring for performance improvement.
Facilitated coaching sessions to develop team skills and enhance service delivery.
Managed order-taking processes to ensure accuracy and timely fulfillment.
Provided chat and email support, resolving customer inquiries promptly.
Generated team reports to track performance metrics and identify improvement areas.
Oversaw new hire certification to ensure compliance with service standards.
Customer Service Representative/Team Lead Unit Lead/Associate Operations Manager
NexRep
08.2015 - 12.2020
- Supported various projects through chat, email, and phone interactions.
Managed inbound and outbound calling tasks to fulfill project requirements.
Ensured quality through live call monitoring and assessment.
Conducted coaching sessions focused on skills development.
Created team reports to summarize activities and results.
Oversaw certification and training initiatives for new team members.
Patient Engagement Specialist
PharmMD
08.2016 - 06.2018
- Managed high-volume appointments for medication therapy management to enhance service efficiency.
Delivered comprehensive inbound and outbound customer service to patients and pharmacists.
Streamlined communication processes, improving response times and patient satisfaction.
Debt/Finance Counselor
Cricket Debt Counseling
12.2014 - 09.2016
- Conducted debt counseling through various channels including phone, chat, and email.
Evaluated client budgets to create strategic plans aimed at achieving financial goals.
Provided pre-bankruptcy advice to help clients navigate legal processes.
Administered post-bankruptcy consultations to promote effective financial rebuilding.
Call Center Agent/Dispatcher – ER/Hospital/Doctor
You Call MD
06.2011 - 10.2013
- Coordinated extensive dispatch of healthcare specialists across multiple hospitals and medical facilities.
Education
Certificate - Dental Assistant/Administration
Western Career College
San Leandro, CA01.1989
Diploma -
Oakland Technical High School
Oakland, CA01.1988
Skills
- Customer Experience & Escalation Management
- Remote Team Leadership & Staff Training
- Insurance Billing & Account Reconciliation (A/R & A/P)
- Appointment Scheduling & Heavy Call Volume Handling
- Collections & Treatment Plan Presentation
- Data Entry, Alpha/Numeric Filing & 60 WPM Typing
- Payment processing
- Merchant account management
- Quality assurance
- Dispatch coordination
Timeline
Merchant Advocate – Finance
Daxko
10.2021 - Current
Customer Service Representative/Team Lead
Healthy Back Institute
03.2018 - 05.2024
Patient Engagement Specialist
PharmMD
08.2016 - 06.2018
Customer Service Representative/Team Lead Unit Lead/Associate Operations Manager
NexRep
08.2015 - 12.2020
Debt/Finance Counselor
Cricket Debt Counseling
12.2014 - 09.2016
Call Center Agent/Dispatcher – ER/Hospital/Doctor
You Call MD
06.2011 - 10.2013
Certificate - Dental Assistant/Administration
Western Career College
Diploma -
Oakland Technical High School
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