Summary
Overview
Work History
Education
Skills
Timeline
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Samantha Johnson

TN

Summary

Customer Service Specialist with 10 years of experience in both remote and in-person support. Proven ability to manage client inquiries and resolve complex issues through collaboration with cross-functional teams. Achievements include streamlining processes and implementing communication strategies that significantly enhance customer satisfaction. Strong multitasking and problem-solving skills focused on delivering exceptional service and improving customer relationships.

Overview

10
10
years of professional experience

Work History

Customer Service Claims Specialist

State Farm CHCS Services
03.2023 - Current
  • Resolved customer queries by collaborating across departments to devise effective solutions.
  • Introduced self-service options that enhanced team productivity by nearly 25%.
  • Communicated new claims processing strategies to address complex client issues, boosting engagement rates.
  • Conducted follow-ups with clients to confirm satisfaction and address additional needs.
  • Developed Standard Operating Procedures (SOPs) for efficient responses to FAQs and common issues.
  • Provided information and assistance to providers, agents, and policyholders through telephone inquiries from CHCS clients.

Client Support Specialist

TennCare Connect
01.2017 - 01.2020
  • Provided exceptional customer service by addressing account and billing inquiries via phone, email, and live chat.
  • Coordinated with multiple departments to resolve customer issues effectively within established deadlines.
  • Developed and maintained a comprehensive customer knowledge base for common issues and solutions.
  • Completed four-week Salesforce Sales Operation Course to enhance operational skills.
  • Assisted colleagues and agents in real-time using Microsoft Teams portal for immediate support.

Customer Support Representative

Verizon
06.2015 - 11.2018
  • Provided comprehensive customer support by managing a high volume of inbound customer inquiries via multiple communication channels.
  • Ensured all customer complaints were addressed in a timely and effective manner, often coordinating with various departments to resolve more complex issues.
  • Maintained the least amount of required escalations for the customer service department.
  • Performed needs analysis and presented options based on findings to help customers make decisions.

Education

Certificate - Phlebotomy

All Things Medical
Tennessee
04-2025

Diploma - Licensed Manicurist

Elite College of Cosmetology
Tennessee
01-2019

High School Diploma -

Crockett County High School
Alamo
05-2008

Skills

  • Phlebotomy techniques
  • Patient communication
  • Patient contact
  • Clinical documentation
  • Report generation
  • Customer retention strategies
  • Order management
  • Account management
  • Complaint resolution
  • Customer relations and service
  • CRM proficiency
  • Microsoft Office suite
  • Time management skills
  • Team collaboration
  • Standard operating procedures (SOP)
  • Multichannel communication
  • Problem solving

Timeline

Customer Service Claims Specialist

State Farm CHCS Services
03.2023 - Current

Client Support Specialist

TennCare Connect
01.2017 - 01.2020

Customer Support Representative

Verizon
06.2015 - 11.2018

Certificate - Phlebotomy

All Things Medical

Diploma - Licensed Manicurist

Elite College of Cosmetology

High School Diploma -

Crockett County High School

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