Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Johnson

Bells,TN

Summary

Experienced Customer Service Specialist with 10+ years of success in remote and in-person support. Skilled in handling inquiries, resolving issues, and collaborating with teams for efficient solutions. Known for improving processes, implementing communication strategies, and maintaining high customer satisfaction. Strong multitasking and problem-solving skills dedicated to fostering relationships and delivering outstanding service.

Overview

10
10
years of professional experience

Work History

Customer Service Claims Specialist

State Farm CHCS Services
11.2021 - Current
  • Resolved customer queries, working across departments to devise solutions (or responses) in an apt way.
  • Introduced a self-service, which enabled tandem assistance for my team only, and increased productivity by nearly 25%.
  • Strategized and communicated new processing claims solutions to address challenging client problems, increasing client engagement rates.
  • Followed up with clients, as necessary, to ensure their needs were met.
  • Developed Standard Operating Procedures (SOPs) to help provide quick responses to FAQs or issues.
  • Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third-party administrator clients, including Medicare Supplement and Life Policies.
  • Remote

Client Support Specialist

TennCare Connect
01.2017 - 01.2020
  • Delivered outstanding customer service by promptly addressing inquiries regarding accounts and billing via phone, email, and live chat.
  • Coordinated with multiple departments to ensure that customer issues were resolved effectively and within set deadlines.
  • Created and maintained a customer knowledge base, providing clear instructions and guidance for common customer issues.
  • Successfully completed a 4-week Salesforce Sales Operation Course during my tenure.
  • Assisted fellow employers and struggling agents via Microsoft Teams portal in real time.

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.
  • Managed approximately 30+ incoming calls, emails and faxes per day from customers
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.

Education

Certificate - Phlebotomy

All Things Medical
Tennessee
04.2025

Diploma - Licensed Manicurist

Elite College of Cosmetology
Lexington, TN
01.2019

High School Diploma -

Crockett County High School
Alamo, TN
05.2008

Skills

  • Phlebotomy
  • Report Generation
  • Customer Retention
  • Customer Order Management
  • Account Management
  • Complaint resolution
  • Customer Relations
  • Customer Service
  • CRM Software
  • Microsoft Office
  • Time Management
  • Team Collaboration
  • SOP Creation
  • Multichannel Communication
  • Problem Solving

Timeline

Customer Service Claims Specialist

State Farm CHCS Services
11.2021 - 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

Similar Profiles

CREATE PROFILE
Samantha Johnson