Natashia Johnson
Summary
Results-driven Customer Support Lead with experience overseeing daily support operations, resolving escalated customer issues, and ensuring high-quality service delivery across phone, email, and chat channels. Skilled in team leadership, training and mentoring support representatives, and improving customer satisfaction through efficient problem resolution and process optimization. Proficient in CRM systems, ticket management, and performance tracking metrics including first-call resolution and response time. Proven ability to collaborate with cross-functional teams to enhance service workflows, maintain operational efficiency, and deliver consistent customer experience standards in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Lead Customer Support Representative
Care.com Inc
Remote
01.2023 - 02.2026
- Coordinated patient care plans, scheduled services, and facilitated communication between patients, families, and healthcare providers to ensure continuity of care
- Managed high-volume customer and patient inquiries via phone, email, and chat, resolving issues efficiently while maintaining high satisfaction levels
- Documented patient and customer interactions in EHR/CRM systems, ensuring accuracy, compliance, and timely follow-up on care and service requests
- Collaborated with interdisciplinary teams to address complex cases, escalate concerns, and improve overall care quality and customer experience
Senior Patient Care Coordinator
Care.com Inc
Remote/ Fort Worth Tx
12.2020 - 02.2023
- Coordinated comprehensive senior patient care plans by scheduling medical appointments, arranging home health services, and ensuring continuity of care through effective provider and family communication
- Managed high-volume patient and family support inquiries, addressing care needs, service updates, and concerns while maintaining a patient-centered and compassionate approach
- Maintained accurate documentation of patient interactions, care plans, and service coordination activities in EHR systems, ensuring HIPAA compliance and data integrity
- Collaborated with interdisciplinary healthcare teams to monitor patient progress, escalate urgent health concerns, and improve overall care quality, safety, and outcomes
Certified Nursing Assistant
Always Best Senior Care
Lewisville, TX
01.2011 - 02.2020
- Managed care coordination for up to 20+ senior patients simultaneously, ensuring individualized care plans were followed, updated, and aligned with physician instructions and patient needs
- Provided direct patient care support, including assistance with activities of daily living (ADLs), mobility support, hygiene care, and emotional well-being in compliance with safety and care standards
- Monitored and documented vital signs and health status changes for multiple patients, promptly reporting concerns to nursing staff and healthcare providers to ensure timely intervention
- Coordinated appointments, home health services, and follow-up care while maintaining accurate EHR documentation and ensuring HIPAA-compliant communication with families and healthcare teams
Education
Associate of Science -
Texas Christian University
Fort Worth, TX07.2012
Skills
- Customer Relationship Management (CRM) Systems (eg, Zendesk, Salesforce)
- First-Call Resolution (FCR) and Problem Solving
- Communication Skills (Phone, Email, and Chat Support)
- Customer Issue Resolution and Escalation Handling
Timeline
Lead Customer Support Representative
Care.com Inc
01.2023 - 02.2026
Senior Patient Care Coordinator
Care.com Inc
12.2020 - 02.2023
Certified Nursing Assistant
Always Best Senior Care
01.2011 - 02.2020
Associate of Science -
Texas Christian University