PAT'TRICIA JOHNSON
Canton,US
Summary
Results-driven professional with proven track record in business growth and client acquisition. Adept at identifying and capitalizing on new market opportunities while maintaining strong collaborative relationships within teams. Highly reliable, adaptable, and skilled in strategic planning and negotiation.
Overview
12
12
years of professional experience
Work History
Business Development Representative
Mississippi Department of Rehabilitation Services
11.2022 - Current
- Utilized CRM software to create opportunities and leads and input data.
- Created strategies for generating new business opportunities through cold calling, emailing, and networking.
- Conducted research on potential customers to identify their needs and interests.
- Providing training and technical assistance to employers regarding the employment of individuals with disabilities.
- Create awareness for MDRS VR (MS Dept of Rehab Services Vocational Rehabilitation) services in designated areas of Hinds and Warren Counties.
- Educate and market to businesses, organizations, and community partners on the benefits of MDRS VR services and the importance of employing individuals with disabilities.
- Established strong relationships with key stakeholders to identify and pursue new business opportunities.
- Handled objections by clarifying agreements and working through differences to reach positive conclusion.
- Grew and maintained existing customer and partner relationships through proactive marketing, webinars and telesales activity.
- Cold called potential customers to generate leads.
- Built and maintained pipeline that supported monthly, quarterly and annual goals.
Senior Disability Examiner
Mississippi Department of Rehabilitation Services
05.2016 - 11.2022
- Provided clear explanations of the disability determination process to claimants and other stakeholders.
- Evaluated claimant's work history and earnings records to determine if they meet Social Security criteria for a specific benefit program.
- Collaborated with colleagues from other departments to ensure timely processing of all disability applications.
- Investigated discrepancies found between submitted documents and existing records stored in system databases.
- Adhered to strict confidentiality protocols when handling sensitive information related to clients' disabilities.
- Responded promptly to inquiries from claimants regarding their application status or any other questions they may have had about their case.
- Analyzed various medical records such as physical therapy reports, X-rays, lab results, to make accurate determinations on eligibility for benefits.
- Developed expertise in medical terminology, disability regulations, and pertinent laws.
- Ensured compliance with all applicable federal regulations pertaining to disability evaluation processes.
- Maintained up-to-date knowledge of Social Security Administration policies and procedures.
- Reviewed applicants' claims forms for accuracy and completeness prior to processing.
- Tracked progress of pending cases using specialized software programs.
- Conducted detailed medical case reviews to identify relevant information for disability evaluations.
- Utilized strong communication skills when interacting with claimants, employers, healthcare providers, attorneys and other professionals involved in the claim process.
Customer Care Assistant
Xerox, Inc.
06.2014 - 05.2016
- Adhered strictly to quality control standards set by management when dealing with customers' requests.
- Demonstrated strong problem solving skills to troubleshoot customer issues quickly and efficiently.
- Trained new staff on customer care procedures and policies, ensuring they were up to date with the latest protocols.
- Analyzed customer feedback data to develop action plans for improvement initiatives.
- Developed strong relationships with customers through friendly interactions that exceeded expectations.
- Maintained detailed records of all customer interactions using CRM software tools.
- Implemented strategies to increase customer retention rates by delivering superior service experiences.
- Managed multiple projects simultaneously while meeting tight deadlines.
- Ensured compliance with all applicable laws and regulations related to customer care practices.
- Provided excellent customer service in a fast-paced retail environment, interacting with customers in person and via phone, email and social media.
- Assisted customers with inquiries regarding products or services, providing accurate information and advice.
- Performed administrative tasks such as scheduling appointments, filing documents and processing payments.
Customer Service Specialist
Comcast Retention Call Center
09.2013 - 05.2014
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance.
- Resolved escalated customer issues quickly and efficiently while adhering to company policy.
- Developed effective relationships with customers through active listening, problem-solving, and follow up communication.
- Met daily customer service quotas with a focus on quality.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Maintained knowledge of current products, services, procedures, promotions, pricing, policies, and processes.
- Utilized strong organizational skills to manage multiple tasks while maintaining accuracy and attention to detail.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Followed up with customers regarding product functionality and overall satisfaction.
- Actively participated in team meetings offering suggestions for improving operational efficiencies.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Analyzed call center metrics such as average handle time and first contact resolution rate.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Collaborated closely with other departments such as sales and technical support teams to provide superior customer service experience.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Logged details of customer service calls in computer system following correct protocols.
- Provided account information to customers and explained bill service policies and customer rights.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
Education
Master of Science (M.S.) - Leadership and Success/Human Resources
Belhaven University
Jackson, MS04.2021
Bachelor of Arts (B.A.) - Sociology
Jackson State University
Jackson, MS05.2012
High School Diploma -
Canton High School
Canton, MS05.2008
Skills
- Business Relationship Management
- Market Research
- Account Management
- Customer Relationship Management
- Relationship Building
- Cross-functional Coordination
- Goal Setting
- Multitasking Abilities
- Time Management
- Decision Making
- Problem Solving
- CRM Management
- Active Listening
- Team Collaboration
- Conflict Resolution
- Data Analysis
- Email Campaigns
- Sales Prospecting
- Networking Abilities
- Client Acquisition
- Strategic Planning
- Cold Calling
- Attention to Detail
- Adaptability and Flexibility
- Multitasking
- CRM management
- Cold calling
- Relationship building
- Account management
- Business relationship management
- Cross-functional coordination
- Continuous professional improvement
- Problem-solving abilities
- Attention to detail
- Time management
- Reliability
- Excellent communication
Timeline
Business Development Representative
Mississippi Department of Rehabilitation Services
11.2022 - Current
Senior Disability Examiner
Mississippi Department of Rehabilitation Services
05.2016 - 11.2022
Customer Care Assistant
Xerox, Inc.
06.2014 - 05.2016
Customer Service Specialist
Comcast Retention Call Center
09.2013 - 05.2014
Bachelor of Arts (B.A.) - Sociology
Jackson State University
Master of Science (M.S.) - Leadership and Success/Human Resources
Belhaven University
High School Diploma -
Canton High School
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