Marcelle Johnson
Lithonia,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Dekalb County Utility Customer Operations
Decatur, GA
03.2024 - Current
- Managed stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy
- Handled escalated interactions efficiently, finding satisfactory resolutions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Worked flexible schedule to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Elementary Music Teacher
KIPP Albany Community Charter Elementary School
Albany, NY
08.2021 - 10.2022
- Familiarized students with basic concepts of music such as notes, tempo, symphony, beats, compositions, and chords.
- Instructed individuals and groups in vocal and dance movements to foster music appreciation and comprehension.
- Developed daily lesson plans to generate interest in vocals, movements and use of classroom instruments.
- Organized musical equipment thoughtfully to develop classroom routines, managing materials efficiently with minimal lost activity time.
Director Of Music And Worship Arts
Metropolitan Baptist Church
Albany, NY
11.2010 - 10.2021
- Select and arrange music for all services (Sunday morning services, Wednesday Night Bible Study and Funerals)
- Accompany morning worship services on Organ or Keyboard as part of worship team
- Handled requests for specific musical selections
- Collaborated and coordinate with selected performers and producers to develop a musical composition and experience
- Lead in selecting voices, instruments, harmonic structures, rhythms, tempos and tone balances required to produce musical experience
- Transpose music from one instrument to another and one key to another to accommodate client and musician preferences
- Supervise staff and manage projects
- Coordinate with talent relations department to facilitate execution and payment of talent contracts
Administrative Support Associate
Albany Medical Center
Albany, NY
03.2017 - 06.2021
- Develop and manage Excel tracking spreadsheets
- Serve as Blue Cross Blue Shield liason and subject matter expert, answering internal and external questions and inquiries
- Coordinate with contracting department to resolve payer issues
- Communicate effectively with staff, including members of operations, finance and clinical departments
- Communicate verification and authorization status updates with Apheresis department to facilitate decision-making for patient admissions and insurance coverage
- Maintain confidentiality of patient finances, records and health statuses
- Monitor progress of all outstanding insurance claims
- Identify key areas not performing well and implemented effective, new processes
Administrative Support Associate (E-4)
Albany Medical Center
Albany, NY
08.2014 - 03.2016
- Located, checked in and pulled medical records for patient appointments and incomplete charts
- Developed and managed accurate and confidential patient records
- Supported providers in outpatient medical office through coordinating all administrative operations
- Completed skilled administrative work to support all office staff and operational requirements
- Organized paperwork such as charts and reports for office and patient needs
- Received, recorded and addressed incoming and outgoing communication via telephone and email
Education
Some College (No Degree) - Music Performance
Schenectady County Community College
Scotia, NYSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Money handling abilities
Timeline
Customer Service Representative
Dekalb County Utility Customer Operations
03.2024 - Current
Elementary Music Teacher
KIPP Albany Community Charter Elementary School
08.2021 - 10.2022
Administrative Support Associate
Albany Medical Center
03.2017 - 06.2021
Administrative Support Associate (E-4)
Albany Medical Center
08.2014 - 03.2016
Director Of Music And Worship Arts
Metropolitan Baptist Church
11.2010 - 10.2021
Some College (No Degree) - Music Performance
Schenectady County Community College