Nikkiya A. Johnson
Pompano Beach,FL
Summary
Dedicated and motivated employee committed to ensuring customer and employer satisfaction, while actively contributing to the success of the company. Maintaining a high level of professionalism, leadership, patience, and efficiency, I strive to minimize any potential customer or employer dissatisfaction. Additionally, I have extensive experience as an administrative assistant and customer service, delivering top-notch results in a timely manner. Energetic, highly organized, and skilled at balancing the needs of clients in both personal and professional capacities.
Overview
13
13
years of professional experience
Work History
Customer Account Specialist
Ooma Inc.
03.2023 - Current
- Account management for white glove clients, step by step walk through on how to use service to help their business needs
- Handled all direct support issues in a timely, professional, and courteous manner
- Set up new customer accounts and updated existing profiles with latest information.
- Completed routine and complex account updates to resolve problems.
- Evaluated customers' potential needs to make appropriate recommendations.
- Trained training classes of at least, 6 new customer service representatives on the proper handling of customer inquiries, and using CRM systems
- Resolved complex billing and payment issues for balanced, accurate accounts.
Travel & Reporting Manager
Cappo health
09.2019 - 10.2022
- Oversee team of traveling sonographers and manage their expenses, book their flights, hotels, and cars
- Ensure travel objectives are met and travel policies are aligned with travel industry trends and organizational needs
- Confirm that all sonographers adhere to company’s expense policies
- Responsible for hiring and on boarding of new sonographers
- Handle any travel issues that arise (ie Flight cancellations or re-booking due to inclement weather, plane maintenance, etc.)
- Implement cost reduction/avoidance opportunities along with managing the travel budget (work with hotels to negotiate lower nightly rates or other vendors to further lower travel costs)
- Ensure that studies have been uploaded and reports have been sent out to Doctor in a timely matter
- Be liaison between the sonographers, reading doctor, parents, and the athletic trainers/directors when test results are abnormal
- Collaborate with the Operations Manager to ensure that all testing paperwork/schedules has been received and/or any other items that may be needed in order to process billing for the day
- Order supplies for testing and coordinate logistics of sending testing supplies to the next location or back to the home office
- HR duties such as hiring, ordering office supplies, creating email accounts, log-ins, etc
- Cultivated strong relationships with vendors and partners supporting administrative operations.
Order Support Specialist
Datacore (Temp Agency Hire Position)
04.2019 - 09.2019
- Order processing via CRM tool (SalesForce) New orders, maintenance extensions, upgrade orders etc
- Daily communication and support of distribution, sales, customer care and support
- Daily update and management of the OCM (Order Case Management) tool
- Conducting testing for new software releases
- Conferred with end-users to obtain replacement hardware or software and escalate more complex concerns
- Provided effective resolutions to license key support issues and escalated problems with knowledgeable support
- Worked closely with other development team members to identify and remove software bugs
E-Commerce Merchandise Set-up
Kroger/Vitacost (Temp Agency Hire Position)
02.2017 - 02.2019
- Use company CRM made program to upload all items that are being brought onto the Kroger or a Vitacost website
- Make updates to items using CRM
- Work with top vendors such as: Kraft, Kellogg’s, Mars Candy, Johnson & Johnson etc
- Send emails to vendors to receive samples and images for the item’s vendor want brought onto Kroger, Vitacost or both
- Scan samples that are brought in to make sure vendor gave correct UPC (barcode) and that UPC was properly uploaded
- Bring samples to team to make sure all information on item is typed into the system
- Work with photo team to ensure we have proper up to date images on website
- Took lead for seasonal items
- Making sure items were all set up and ready to go live online before the deadline
Team Leader (Management)
IRT - AT&T
12.2013 - 02.2017
- Demonstrated mastery of customer service call script within specified timeframes
- Trained team on how to improve customer interactions
- Led a team of customer service representatives
- Properly directed inbound calls in phone queues to improve call flow
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met
- Developed effective relationships with all call center departments through clear communication
- Provided detailed monthly reports and updates to senior management
- Trained new employees on company customer service policies and service level standards
Insurance Coordinator
A & W Health Management 212 Dental Care
02.2012 - 12.2013
- Thoroughly gathered and recorded medical and dental histories
- Called insurance companies to get thorough break down of patient's benefits
- Calling potential patients to come into our dental office
- Obtaining patients personal and dental information to set up future dental appointments
- Coordinated appointment schedules for both the dentist and oral surgeon
- Submitted up-to-date activity and benefits logs to dentist and appointment setters
- Prepared necessary paperwork to process insurance benefits Data entry patient information using Excel
- Verified insurance and communicated coverage to staff and patients.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
Education
Associate of Science - Dental Hygiene
Palm Beach State College
Boca Raton, FLSkills
- Conflict resolution
- Excellent customer service skills
- Leadership skills
- Developed listening skills
- Excellent communication skills
- Fast learner with a wide range of practical skills
- Advanced knowledge in both Mac & PC software
- Proper phone etiquette
- Client retention strategies
- CRM software
- Client engagement
- Due diligence
Professionalreferences
Given Upon Request
Timeline
Customer Account Specialist
Ooma Inc.
03.2023 - Current
Travel & Reporting Manager
Cappo health
09.2019 - 10.2022
Order Support Specialist
Datacore (Temp Agency Hire Position)
04.2019 - 09.2019
E-Commerce Merchandise Set-up
Kroger/Vitacost (Temp Agency Hire Position)
02.2017 - 02.2019
Team Leader (Management)
IRT - AT&T
12.2013 - 02.2017
Insurance Coordinator
A & W Health Management 212 Dental Care
02.2012 - 12.2013
Associate of Science - Dental Hygiene
Palm Beach State College
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