Keayra Johnson
McDonough,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Axion/ United Healthcare
08.2021 - 12.2023
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased caller engagement.
- Completed 150 outbound calls to prospective customers on behalf of client.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Consistently met call handling quotas consistently.
- Upheld strict quality control policies and procedures during customer interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Remote Customer Service Representative
Kaiser Permanente
Morrow, GA
01.2020 - 07.2021
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Collected data to represent symptoms, including onset, presenting problem and medical diagnoses.
- Rendered telephone advice according to established guidelines and protocols.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls to provide information, answer questions or discuss payment options.
Customer Service Representative
Qualified Staffing
Katy, TX
10.2018 - 12.2019
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Answered inbound calls per day and directed to designated individuals or departments.
- Addressed customer service inquiries quickly and accurately.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Education
Business Management
Lone Star College System
Spring, TX05.2024
High School Diploma -
Henry County High School
2017
Skills
- Telephone Etiquette
- Active listening
- Organization skills
- Multi tasking
- Communication skills
- Empathy
- Computer literacy
- Conflict resolution
- Time management
- Inbound & outbound calling
- Team building
- Flexible
Timeline
Customer Service Representative
Axion/ United Healthcare
08.2021 - 12.2023
Remote Customer Service Representative
Kaiser Permanente
01.2020 - 07.2021
Customer Service Representative
Qualified Staffing
10.2018 - 12.2019
Business Management
Lone Star College System
High School Diploma -
Henry County High School