Summary
Overview
Work History
Education
Skills
Timeline
Generic
Roxann Johnson

Roxann Johnson

Tyler

Summary

Dynamic professional with a proven track record at Hertz Car Rental, excelling in team leadership and process improvement. Skilled in conflict resolution and budget control, I have successfully streamlined workflows, enhancing operational efficiency and customer satisfaction. Committed to fostering collaboration and mentoring staff to achieve organizational goals.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

8
8
years of professional experience

Work History

Manager Associate II

Hertz Car Rental
10.2023 - Current


  • Handled routine administrative tasks, maintaining organization and efficiency within the team.
  • Contributed to process improvement discussions, identifying areas for increased efficiency.
  • Facilitated communication between departments to enhance workflow and collaboration.
  • Researched best practices to support operational strategies and enhance service delivery.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Controlled costs to keep business operating within budget and increase profits.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Streamlined project delivery processes, significantly reducing time to market for new product launches.

Customer Service Representative

Advantage Resourcing
06.2022 - 08.2023
  • Resolved customer inquiries via phone and email, ensuring timely and accurate responses.
  • Assisted with order processing and tracking, enhancing customer satisfaction through effective communication.
  • Collaborated with team members to address service issues, improving overall service quality.
  • Maintained detailed records of customer interactions in CRM system for streamlined follow-up.
  • Adapted quickly to new software tools, increasing efficiency in handling customer requests.
  • Handled escalated complaints professionally, demonstrating strong problem-solving skills and empathy.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Customer Service Representative

Superior Health Plan
11.2021 - 05.2022
  • Resolved patient inquiries regarding insurance benefits and healthcare services
  • Coordinated appointment scheduling to optimize provider availability and patient flow
  • Educated patients on treatment options and procedural requirements for enhanced understanding
  • Collaborated with medical staff to address patient concerns and improve service delivery
  • Streamlined communication between departments, enhancing overall operational efficiency
  • 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.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Special Attendant

Texas Home Health
10.2017 - 06.2021
  • Provided personalized assistance to individuals, enhancing their comfort and safety in daily activities.
  • Monitored health and well-being of clients, ensuring timely interventions when necessary.
  • Assisted with mobility and transportation needs, promoting independence among clients.
  • Collaborated with healthcare professionals to develop tailored care plans for diverse client needs.
  • Maintained accurate documentation of client progress and incidents, supporting effective communication with stakeholders.
  • Implemented safety protocols, reducing risks associated with client care environments.
  • Mentored new attendants on best practices for client engagement and support techniques.
  • Assisted patients in managing medications as prescribed by physicians, ensuring proper administration and dosage.
  • Aided in maintaining personal hygiene for patients by assisting with bathing, grooming, dressing, and toileting tasks when needed.
  • Adhered to patient confidentiality guidelines, ensuring that sensitive information was treated with the utmost discretion and professionalism.
  • Provided emotional support for patients coping with chronic conditions or facing end-of-life situations.
  • Implemented therapeutic exercises under the guidance of physical therapists to enhance patient strength and flexibility.
  • Participated in ongoing training programs that enhanced knowledge on best practices and emerging trends in the field of caregiving.
  • Enabled timely transportation by accompanying patients to medical appointments and other engagements outside the home.

Education

High School Diploma -

Longview High School
Longview, TX
05-2000

Associate of Applied Science - Medical Assistant

Vista College
Longview, Tx
04-2012

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Relationship building
  • Strategic planning
  • Cross-functional teamwork
  • Project planning
  • Customer relationship management (CRM)
  • Conflict resolution
  • Budget control
  • Product management
  • Expectation setting
  • Expense tracking
  • Emergency response
  • Coaching and mentoring

Timeline

Manager Associate II

Hertz Car Rental
10.2023 - Current

Customer Service Representative

Advantage Resourcing
06.2022 - 08.2023

Customer Service Representative

Superior Health Plan
11.2021 - 05.2022

Special Attendant

Texas Home Health
10.2017 - 06.2021

High School Diploma -

Longview High School

Associate of Applied Science - Medical Assistant

Vista College

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