Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Johnson

Houston,TX

Summary

Expert at managing insurance sales cycle, prospecting and follow-up support. Skillful in advising current and potential clients on insurance coverage plans and processing applications, payments and corrections. Resourceful and versatile professional with reputation for consistently achieving aggressive sales goals. 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. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet Team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Knowledgeable and dedicated customer service professional with extensive experience.Solid Team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Retention Customer Service Representative-Outbound

ADT
08.2023 - Current
  • Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
  • Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
  • Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
  • Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
  • Trained new hires on company policies, product offerings, and best practices for handling difficult customer situations.
  • Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
  • Worked closely with other departments as needed to resolve complex customer issues efficiently.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Strengthened communication skills through regular interactions with others.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Supervised billing, payroll, month-end, reconciliations, general ledger accounting and numerous other financial processes.
  • Excellent communication skills, both verbal and written.

Customer Service Advocate

Ford Motor Company
11.2021 - Current
  • Managed caseload to satisfy multiple patients with diverse needs.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Maintained organized and secure customer files to facilitate customer support and follow-up.
  • Maintained up-to-date knowledge of applicable laws and regulations.
  • Identified and resolved problems through root cause analysis and research.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Answered customers' financial questions completely and accurately to cultivate trusting and loyal relationships with clients.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Applied creativity to business and product objectives.
  • Enhanced production quality by implementing innovative directing techniques and collaborating with the creative team.
  • Analyzed project performance data to identify areas of improvement.

OR Attendant

Memorial Hermann Medical Center
05.2019 - 11.2021
  • Determined customer needs by asking relevant questions and listening actively to responses.
  • Collaborated with other health professionals to provide comprehensive health education services.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Completed clinical procedures and gathered patient data for interpretation by physician.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Conducted monthly and quarterly inventory of supplies using facility cost reporting records.

Security Dispatcher

Smith Protective Services Inc.
07.2017 - 04.2019
  • Closely monitored dispatch board to triage and prioritize inbound and outbound calls.
  • Completed daily logs for management review.
  • Increased customer service success rates by quickly resolving issues.
  • Contacted police, fire and ambulance in emergency situations to coordinate proper response.
  • Received emergency and non-emergency calls to dispatch security service and medical assistance.
  • Prepared detailed incident reports to facilitate appropriate follow-up.
  • Operated and monitored fire alarm and security CCTV systems to maintain building safety.
  • Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Collaborated closely with supervisory staff to address any issues or concerns related to dispatcher performance or procedural compliance promptly and effectively.
  • Collaborated with team members to develop contingency plans for unexpected staff absences or schedule changes.
  • Worked well in a team setting, providing support and guidance.
  • Responded to over 50 calls per day to execute service or requests for emergency and routine assistance.

Education

High School Diploma -

Penn Forster High School
Houston, TX
09.2020

Skills

  • Sales Expertise
  • Microsoft Word
  • Personalized Customer Service
  • Report Transcription
  • Inbound and Outbound Calling
  • Customer Relations
  • Call Center Customer Service
  • Report Preparation
  • Active Listening
  • Data Entry
  • Money Handling Abilities
  • Data Evaluation
  • Critical Thinking
  • CRM Software
  • Route Dispatch
  • Research
  • Documentation
  • Ethics and Values
  • Collaborative team work
  • Customer Focus
  • Performance Coaching

Timeline

Retention Customer Service Representative-Outbound

ADT
08.2023 - Current

Customer Service Advocate

Ford Motor Company
11.2021 - Current

OR Attendant

Memorial Hermann Medical Center
05.2019 - 11.2021

Security Dispatcher

Smith Protective Services Inc.
07.2017 - 04.2019

High School Diploma -

Penn Forster High School

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Nicole Johnson