Carmen Johnson
Summary
Detail-oriented and adaptable business insurance underwriter with strong problem-solving abilities and excellent time management skills. Dedicated to providing outstanding customer service while collaborating closely with teams to accurately assess risk and structure effective insurance solutions. Seeking to contribute expertise in risk evaluation and teamwork to support the company’s growth and client satisfaction.
Overview
15
15
years of professional experience
Work History
Senior Support Customer Service Rep.
Travelers Business
05.2023 - Current
- Resolved complex service-related concerns, ensuring a positive customer experience and compliance with company policies. Supported team development through peer mentoring, onboarding assistance, and occasional facilitation of team meetings. Performed additional support tasks and special assignments as requested by leadership. Served as class advocate for three consecutive new hire classes, supporting onboarding and development of new team members. Gained valuable experience in peer coaching, identifying learning styles, and adapting teaching approaches to meet diverse training needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Rep
Travelers Business
08.2021 - 05.2023
- Responded promptly to customer and agent inquiries, handling policy changes, quote requests, and billing questions with a high degree of accuracy. Maintained thorough and accurate documentation of all customer interactions and policy updates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Central Scheduler
Tanana Conference Chiefs
10.2020 - 07.2021
- Responsible for scheduling of all appointments, procedures, registration activities, gathering and processing demographic and insurance information. Ensure that incoming phone traffic related to patient services is routed and followed up on appropriately.
- Scheduled patients for tests and consultations.
- Optimized scheduling efficiency by managing and coordinating appointments for multiple departments.
- Provided excellent customer service during high-volume periods, remaining calm under pressure while maintaining accurate schedule coordination.
Representative/Registration
PFS
07.2018 - 10.2020
- Pre-registration, insurance verification, and receiving physician orders for outpatient services. Have worked in multiple departments, including ER registration, imaging Center.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Paraprofessional
Randall Elementary School
10.2016 - 05.2017
- I was a preschool aide. I helped the teacher take care of the children and performed groups and crafts for the kids.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
Nanny/Caregiver
***
09.2014 - 01.2016
- Full-time nanny to twin girls in their home. Started taking care of them at the age of 14 months.
- Assisted with light housekeeping duties as well as running errands.
- Prepared meals and snacks for children based on dietary guidelines.
- Supported children in play activities, meals, and snacks, hygiene and socialization.
- Collaborated closely with parents in establishing boundaries/rules within the household which helped maintain consistency across all environments.
- Maintained a clean and organized home environment conducive to optimal child development through regular tidying duties.
Sales Associate
Gap Inc
07.2011 - 11.2011
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register. Welcomed customers into the store and helped them locate items.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Scheduler
Angels of Care Pediatric Home Health
08.2010 - 06.2011
- Determine customer needs by asking relevant questions and listening actively to the responses. Answered customer telephone calls promptly and in an appropriate manner. Scheduled 40 family's with at-home care with nurses/CNA.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
Skills
- Attention to detail
- Time Management
- Problem Solving
- Customer Service Orientation
- Adaptability
- Collaboration & Teamwork
CONTACT
- Carjohnson33@gmail.com
- (903) 815-4680
SENIOR CSR
Experienced and customer-focused insurance professional with over 20 years in customer service and 4 years of specialized experience in business insurance at Travelers. Known for a deep understanding of customer needs, starting in direct support roles and evolving into a team resource who helps identify and address coverage requirements proactively. Passionate about ensuring that policies provide the right protection for each client, with a strong ability to bridge customer insight and insurance solutions. Proven commitment to collaboration, service excellence, and internal growth.
Timeline
Senior Support Customer Service Rep.
Travelers Business
05.2023 - Current
Customer Service Rep
Travelers Business
08.2021 - 05.2023
Central Scheduler
Tanana Conference Chiefs
10.2020 - 07.2021
Representative/Registration
PFS
07.2018 - 10.2020
Paraprofessional
Randall Elementary School
10.2016 - 05.2017
Nanny/Caregiver
***
09.2014 - 01.2016
Sales Associate
Gap Inc
07.2011 - 11.2011
Scheduler
Angels of Care Pediatric Home Health
08.2010 - 06.2011
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