Melikah Johnson
Henrico,VA
Summary
To obtain a responsible and challenging position which demonstrate my ability to listen, retain information efficiently, comprehend and resolve complex customer issues; demonstrate ability to effectively communicate verbally and in writing; processing different claims; basic knowledge of products and services; basic computer skills including the ability to navigate multiple windows and applications and utilize search tools to find information. 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
13
13
years of professional experience
1
1
Certification
Work History
Eligibility Specialist
Rose International
06.2021 - Current
- Determines whether a person is eligible for enrollment in the Medicaid program and other forms of government aid related to health care.
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Retained dissatisfied customers by offering tailored solutions based on their individual needs during the chats.
Mac Tier 2 tech
Apple
01.2021 - 02.2022
- Assisted new and current Apple device owners with technical support, provided solutions and advice, referred customers to support team members when needed, and provided personal training for new customers.
- Collaborated with cross-functional teams on infrastructure upgrades, resulting in optimized system performance and improved security measures.
- Minimized ticket escalation rates by proactively addressing recurring issues through root cause analysis and remediation efforts.
- Enhanced customer satisfaction by resolving complex technical issues in a timely manner.
Fraud Account Supervisor
Capital One
12.2019 - 03.2021
- Managed risk events of various complexity levels, collaborated with Corporate Compliance and business partners, drove execution of risk event management and customer recovery efforts, identified and executed process improvements, and ensured best practices were executed by the team.
- Developed tailored action plans for at-risk accounts, mitigating potential threats while maintaining customer relationships.
- Contributed to company-wide anti-fraud initiatives, developing best practices for ongoing improvements in fraud management.
- Facilitated strong interdepartmental cooperation, sharing knowledge and resources to combat fraud across all areas of the organization effectively.
- Increased customer satisfaction by providing timely communication on account security issues and resolutions.
Workers Compensation Rep
Executive Placements
10.2018 - 08.2019
- Addressed client, patient, and provider inquiries, gathered information for scheduling necessary treatment, and ensured adherence to contractual and state guidelines.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Mobile Sales Associate
Boost Mobile
11.2017 - 04.2019
- Provided exceptional customer service, exceeded monthly revenue goals, participated in marketing efforts, assisted with retail store functions, and shared customer experience with the team.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Assisted in staff training initiatives, sharing best practices for sales strategies and customer service techniques with new hires.
- Increased store revenue by consistently meeting and exceeding sales targets through upselling and cross-selling techniques.
- Streamlined inventory management to maintain accurate stock levels, reducing instances of stockouts or overstocking.
Marketplace Rep
General Dynamics Information Technology
01.2015 - 05.2018
- Delivered general health care information to callers as a Tier 1 Customer Service Representative, evaluated contacts to know when to transfer to a Tier 2 CSR.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
CUSTOMER SERVICE/ SALES REP
TLK Group
01.2012 - 05.2015
- Promoted and sold products and services based on customer needs and interests, upgraded existing customers and acquired new business, provided customer education and quality service.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
ELIGIBILITY WORKER
XEROX
09.2014 - 04.2015
- Gathered information related to applications for public assistance programs, reviewed applications, verified data, communicated with clients, and prepared case information for disposition.
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Interviewed applicants and explained scope of different available benefits.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
Education
A.A.S in Medical Administration -
Bryant & Stratton University
05.2022
High School Diploma -
Forest Park Senior High Woodbridge
06.2004
Skills
- Onsite
- Microsoft Office
- Word Processing
- Telephone Etiquette
- Documentation And Reporting
- Data entry
- Workers' Compensation
- Network Support
- Operating Systems
- Fraud investigation
- VPN
- Microsoft Excel
- System administration
- Vacms (3 years)
- Sales
- Mac OS
- Technical Support
- Medical terminology (3 years)
- VoIP
- Documentation review
- SharePoint (1 year)
- Application Review
- Documentation and paperwork
- Eligibility Determination
- Excellent Communication
- Team building
- Application support
- Attention to Detail
- Payment Collection
- Time Management
- Teamwork and Collaboration
- Live chat (2 years)
- Data Entry
- Effective communication skills
Certification
Dmas Security, 07/01/21, Present
Assessments
- Customer focus & orientation, Proficient, 09/01/21
- Supervisory skills: Motivating & assessing employees, Completed, 05/01/20
- Spreadsheets with Microsoft Excel, Familiar, 09/01/21
- Work style: Reliability, Proficient, 09/01/21
- Customer service, Proficient, 09/01/21
Timeline
Eligibility Specialist
Rose International
06.2021 - Current
Mac Tier 2 tech
Apple
01.2021 - 02.2022
Fraud Account Supervisor
Capital One
12.2019 - 03.2021
Workers Compensation Rep
Executive Placements
10.2018 - 08.2019
Mobile Sales Associate
Boost Mobile
11.2017 - 04.2019
Marketplace Rep
General Dynamics Information Technology
01.2015 - 05.2018
ELIGIBILITY WORKER
XEROX
09.2014 - 04.2015
CUSTOMER SERVICE/ SALES REP
TLK Group
01.2012 - 05.2015
A.A.S in Medical Administration -
Bryant & Stratton University
High School Diploma -
Forest Park Senior High Woodbridge
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