Raven Johnson
Dallas,GA
Summary
Highly adaptable and customer-oriented professional with extensive experience in customer relations. Seeking a position to leverage this experience and enhance customer satisfaction while elevating the company's brand reputation. Eager to expand skill set and take on new challenges. Possesses strong problem-solving ability, excellent organizational skills, and a customer service mindset. Consistently delivers exceptional support as an Administrative Assistant in fast-paced settings. Known for meticulous attention to detail and effective decision-making. Excels at managing multiple tasks simultaneously. Driven by a self-motivated work ethic that ensures optimal performance, whether working independently or collaboratively.
Overview
7
7
years of professional experience
Work History
Appointment scheduler/ Member services
Kaiser Permanente
08.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Evaluate physician schedules to organize appointments
- Schedule appointments
- Update and organize medical records
- Collect payments
- Perform administrative tasks as needed
- Review and email documents.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Reviewing, analyzing, and providing information from multiple applications.
- Implemented new CRM system to track client interactions, improving response times and client satisfaction.
- Streamlined interdepartmental communication, facilitating faster claim processing.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Followed up with customers on unresolved issues.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Streamlined data entry processes, improving efficiency in claim file management.
Customer Service Representative
Department of Unemployment Asst/ fhcann
08.2020 - 08.2021
- Supported high call volume calls and routing them to correct division during the pandemic
- Addressed and resolved customer complaints via phone, email, or regular mail
- Collaboration with the customer service manager to assess productivity
- Identified, researched, and resolved customer issues using various software
- Resolved customer issues and concerns with urgency and professionalism
- Listened to customers and sustained a friendly, positive, professional attitude
- Documented all calls and authorizations with accuracy
- Managed excellent communication with external and internal customers
- Updated and maintained all customer service reports and records
- Gained customer trust and respect by establishing and maintaining effective relationships
- Worked well independently and on a team to solve problems
- Utilized strong decision-making and problem-solving skills.
Customer Service Representative
Ras Crane
05.2020 - 08.2020
- Answered over 50 calls daily
- Provided customers assistance with escrow accounts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Server
The Main Event
07.2019 - 12.2019
- Serve customers and support marketing efforts
- Being an ambassador of fun and ensuring each guest had exceptional customer experience
- Answered questions as it relates to the menu, food, and games
- Worked collaboratively with kitchen and waitstaff.
- Served food and beverages promptly with focused attention to customer needs.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Front Desk Receptionist
Best Western Inn
01.2018 - 05.2019
- Served as the agent and face of the hotel chain
- Greet guests and deliver them with superb customer service
- Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper
- Answer all client questions and incoming calls
- Confirming group reservations and arrange personalized services for VIP customers and event attendees
- Redirect phone calls to the appropriate department and take messages
- Accept all letters and packages and distribute them to their appropriate departments
- Monitor, organize, and forward emails
- Track and order office equipment and supplies
- Maintain records and files.
Education
Bachelor of Science - Criminology
University of West Georgia
Carrollton, GA12.2019
Skills
- Microsoft Word
- PowerPoint
- Access
- Excel
- Outlook
- Data entry proficiency
- Insurance Verification
- Schedule Coordination
- Call Screening
- CRM Software
- Scheduling
- Research
- Quality Assurance
Timeline
Appointment scheduler/ Member services
Kaiser Permanente
08.2021 - Current
Customer Service Representative
Department of Unemployment Asst/ fhcann
08.2020 - 08.2021
Customer Service Representative
Ras Crane
05.2020 - 08.2020
Server
The Main Event
07.2019 - 12.2019
Front Desk Receptionist
Best Western Inn
01.2018 - 05.2019
Bachelor of Science - Criminology
University of West Georgia
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