Summary
Overview
Work History
Skills
Timeline
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Regina Johnson

Birmingham,AL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Call Center Representative

Dynata
04.2022 - 10.2024
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Made 300-400 outbound calls to customers in order for them to complete surveys from politics and different businesses.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Worked Remote/Work From Home

Healthcare Customer Service Representative

Rose International
02.2019 - 04.2022
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.

Outbound Sales Representative

Courtesy Call
09.2015 - 02.2019
  • Increased sales revenue through strategic cold calling and lead generation activities.
  • Exceeded personal sales goals by leveraging persuasive communication skills and product knowledge expertise.
  • Supported colleagues as needed, contributing positively towards creating a cohesive team culture focused on achieving collective objectives.
  • Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
  • Made 300-400 cold calls per day resulting in client base growth by 99%.
  • Educated potential clients on product offerings, demonstrating value proposition and driving interest in company services.
  • Achieved significant sales growth by identifying and targeting untapped market segments.
  • Utilized sales techniques to build customer interest and close sales.
  • Opened new accounts and documented personal, demographic, and payment information in system for the donations customers made to the company.

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service
  • Inbound phone calls
  • Call Center Operations
  • Verbal and written communication
  • Call Center Customer Service
  • Call Control
  • Complaint resolution
  • Appointment Scheduling
  • Payment Processing
  • Product Knowledge
  • Building rapport
  • Inbound Phone Call Management
  • Technical Support
  • Sales expertise
  • Product Upselling
  • CRM Navigation
  • Proficient in Microsoft Programs
  • 55 WPM
  • Healthcare Benefits
  • Benefits Explanation
  • Open enrollment
  • Remote/Work From Home
  • Excellent Customer Service

Timeline

Call Center Representative

Dynata
04.2022 - 10.2024

Healthcare Customer Service Representative

Rose International
02.2019 - 04.2022

Outbound Sales Representative

Courtesy Call
09.2015 - 02.2019

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Regina Johnson