Summary
Overview
Work History
Education
Skills
Timeline
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RE'NISHAE S. JOHNSON

Taylor,MI

Summary

Highly dedicated and results-driven Customer Care Professional with over 10 years of experience in client relations, account management, and customer service. Expert in conflict resolution, staff training, and problem-solving. Known for delivering exceptional service, building strong client relationships, and driving team success. Adept at multitasking, maintaining high service standards, and fostering a positive, goal-oriented work environment. Recognized for consistently high customer satisfaction scores and teamwork excellence.

Overview

14
14
years of professional experience

Work History

Employer Group Medicare and Retirement Specialist

UNITED HEALTH CARE
Remote
09.2022 - Current
  • Company Overview: MEDICARE & RETIREMENT
  • Provided in-depth explanations of Medicare Advantage Plans and employer-sponsored Medicare coverage to members.
  • Resolved complex member inquiries regarding claims, benefits, grievances, and appeals.
  • Prepared and filed grievances and appeals on behalf of members, ensuring timely and efficient resolution.
  • Generated and distributed team performance reports, such as adherence and customer satisfaction scores.
  • Consistently maintained a high customer service satisfaction rating of 94.86%.

Rocket Pro TPO Payoff Specialist

Rocket Mortgage
Detroit, USA
05.2020 - 05.2022
  • Accurately calculated payoff statements from previous lenders to ensure proper loan closing figures.
  • Collaborated with brokers to obtain necessary documentation and ensure smooth payoff processes.
  • Reviewed title documents, including deeds, tax documents, and mortgage insurance, to resolve loan issues.
  • Consistently exceeded daily production goals, maintaining an average of 45-50 payoff statements processed daily, compared to the goal of 36.
  • Awarded “Team Player” for demonstrating exceptional teamwork and collaboration

Patient Care Advocate

ALLIANCE RX WALGREEN'S + PRIME SPECIALTY PHARMACY
Canton, USA
04.2014 - 05.2020
  • Processed specialty medication orders, ensuring timely delivery to patients via mail.
  • Conducted new hire training sessions, equipping new employees with skills for success.
  • Promoted to the Patient Care Services Team, tasked with expediting medication deliveries within 24-48 hours.
  • Monitored patient health to ensure no adverse reactions to medications, and updated medical records accordingly.

Performance Coach

Minacs/ Western Union
Farmington, USA
02.2011 - 04.2014
  • Coached customer service agents to deliver high-quality service and maintain performance standards.
  • Monitored calls for quality assurance, providing feedback to agents and collaborating with supervisors.
  • Conducted internal audits and reviewed agent performance with quality assurance teams.
  • Provided floor support and handled escalated, supervisor-level customer calls.

Education

ASSOCIATE DEGREE - NURSING

OAKLAND COUNTY COMMUNITY COLLEGE
Farmington Hills, MI

Skills

  • Client Relations
  • Account Management
  • Exceptional communication skills
  • Goal orientated
  • Staff training/development
  • Conflict Resolution
  • Customer Service orientated
  • Problem solving

Timeline

Employer Group Medicare and Retirement Specialist

UNITED HEALTH CARE
09.2022 - Current

Rocket Pro TPO Payoff Specialist

Rocket Mortgage
05.2020 - 05.2022

Patient Care Advocate

ALLIANCE RX WALGREEN'S + PRIME SPECIALTY PHARMACY
04.2014 - 05.2020

Performance Coach

Minacs/ Western Union
02.2011 - 04.2014

ASSOCIATE DEGREE - NURSING

OAKLAND COUNTY COMMUNITY COLLEGE

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RE'NISHAE S. JOHNSON