Suticee Johnson
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
9
9
years of professional experience
Work History
Contact Representative
Department of the Defense
Annapolis, MD
10.2024 - Current
- Scheduled patient appointments, verifying accuracy of appointment times with providers.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Performed data entry tasks related to billing and collections procedures.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Answered phones promptly and directed calls appropriately.
- Processed referrals for specialist care when requested by physicians or patients.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
- Collected, sorted, and distributed incoming correspondence and reports related to medical records.
- Monitored compliance with state and federal regulations regarding release of information.
Leasing Consultant
Liberty Military Housing
Annapolis, MD
01.2024 - Current
- Compiled detailed records for prospective tenants, tracking application progress and leasing status.
- Advised on rental policies and procedures to ensure compliance with applicable laws.
- Processed move-outs by completing final walkthroughs, collecting keys, inspecting unit condition and preparing documentation for accounting purposes.
- Updated resident data into property management software system daily.
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
- Prepared lease paperwork and obtained signatures and first payments from new residents.
- Performed regular inspections of common areas to ensure proper upkeep and safety standards were being met.
- Handled incoming calls regarding availability of units, pricing information and other inquiries.
- Escalated critical issues to property manager to deliver immediate resolution.
- Planned, scheduled and coordinated general maintenance or repairs for commercial or residential properties.
- Responded to tenant requests for maintenance services in a timely manner.
- Checked rental eligibility by following company's verification process.
FEMA Call Center Customer Service Representative
Midtown Incorporated
Washington, D.C.
03.2021 - 05.2023
- Proven experience providing technical support in a fast-paced call center during a pre and post pandemic
- Conducted comprehensive client interviews to ascertain the nature of calls and promptly provided solution
- Navigated various data and quality control reporting systems, trained journeyman level technicians and managed sensitive documents with tight deliverable dates
- Established administrative processes and compiled online resource tools used by the team to ensure efforts were uniform and consistent
- Complex inquiries and remained professional and knowledgeable of program requirements
- Assist in maintaining trackers, databases, performing records management
- Make recommendations for improvements, which may include new practices, forms, reports, data collection, and/or staffing changes based on assessments of current practices; communicate these recommendations to appropriate senior staff
- Communicate with senior management by email on complex applications requiring management approval
- Elevate applications to management with a written summary of the case details
- Send correspondence to peers, claimants, and senior management, with attachments letters informational documents and transactional written communication
- Notify claimants of application status of approved, denied or request for additional information.
Mail Carrier
United States Postal Service
Ellicott City, Maryland
03.2016 - 03.2021
- Exercised the highest level of customer service to deliver mail products to residences and businesses on designated routes promptly and accurately
- Sorted large volumes of mail products in preparation for pick up, signature and timed sensitive distribution to residents
- Handle parcels with monetary and high insurance value to include express mail, registered mail, certified mail, and bulk packaging commitments
- Personalized deliveries and pickup by collecting customer feedback to manage expectations and to sustain a solid reputation with patrons
- Followed designated traffic and transportation procedures and operated service vehicles in a safe and efficient manner.
Education
High School Diploma -
Duval High School
Lanham, MD05-2009
Some College (No Degree) - Dental Assisting
Fortis College
Landover, MDSkills
- Health information management
- Medical billing and coding
- Electronic medical records handling
- Market research
- Problem-solving capacity
- Market research analysis
- Property management principles
- Lease administration
- Property maintenance
Technical Experience
- Microsoft Office Suites (Excel, Word, PowerPoint, Publisher)
- OSHA Requirements
- Oracle Database applications
- Yardi
Summary Of Expertise
Highly skilled professional with a solid reputation for assessing customer needs and making appropriate recommendations. Effective at analyzing large volumes of data, balancing priorities, scheduling, maintaining strong working relationships and demonstrate poise in timed sensitive situations. Action-oriented professional with noteworthy interpersonal communication and transferable skills that adapts to diverse occupations.
Education and Training
false,other
Educational Experience
Duval High School, Lanham, Maryland
Timeline
Contact Representative
Department of the Defense
10.2024 - Current
Leasing Consultant
Liberty Military Housing
01.2024 - Current
FEMA Call Center Customer Service Representative
Midtown Incorporated
03.2021 - 05.2023
Mail Carrier
United States Postal Service
03.2016 - 03.2021
High School Diploma -
Duval High School
Some College (No Degree) - Dental Assisting
Fortis College
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