Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Websites
Accomplishments
References
Timeline
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Sharon Johnson

Benton Harbor,MI

Summary

Customer Support Specialist with a track record of enhancing patient care at Lakeland Regional Health through effective communication and problem-solving. Expertise in payment processing and conflict resolution leads to consistently high satisfaction levels and customer loyalty. Proven ability to manage multiple tasks in fast-paced environments while maintaining professionalism.

Overview

37
37
years of professional experience
1
1
Certification

Work History

Customer Care Representative

AAA Automobile Club
Dearborn, MI
07.2022 - 12.2024
  • Resolved customer inquiries through effective problem-solving skills.
  • Utilized expertise to efficiently address and solve customer issues.
  • Actively participated in team meetings to enhance collaboration and team morale.

Customer Service Representative

Whirlpool Call Center
Benton Harbor, Michigan
01.2020 - 06.2022
  • Resolved customer inquiries rapidly, boosting satisfaction levels significantly.
  • Exceeded response time metrics while handling high call and email volumes.
  • Utilized active listening to strengthen rapport and customize customer interactions.
  • Guided customers through website navigation, troubleshooting, and order placements.
  • Processed payments, refunds, and billing inquiries with precision and accuracy.
  • Maintained quality standards while ensuring efficient resolution of customer issues.
  • Engaged customers effectively to enhance loyalty and encourage repeat business.

Customer Support Specialist

Lakeland Regional Health Medical Center
Saint Joseph, Michigan
05.1990 - 10.2012
  • Delivered high-quality patient care at Lakelands, a 254-bed facility expanded to over 300 beds.
  • Collaborated with medical personnel to enhance communication and optimize care delivery.
  • Supervised three staff members, promoting a supportive and efficient work environment.
  • Handled calls from diverse clients, including doctors and legal professionals, ensuring prompt responses.
  • Provided exceptional customer service for inpatients and outpatients across various medical procedures.
  • Executed filing and data entry tasks using Microsoft Word for improved record management.
  • Coordinated emergency dispatch and docking for local boats during critical situations.
  • Assisted patients of all ages and genders, ensuring comprehensive support throughout care.

Executive Assistant

Diversified Insurance
Benton Harbor, Michigan
07.1989 - 11.1994
  • Executed core responsibilities and daily operations with efficiency.
  • Oversaw daily tasks to ensure seamless workflow and productivity.
  • Managed essential operations that supported organizational goals effectively.

Switchboard Operator

Michigan Message Center
Saint Joseph, Michigan
05.1988 - 05.1990
  • Operated multi-line telephone system to manage incoming calls and direct to appropriate departments.
  • Handled confidential information with utmost discretion and professionalism.
  • Monitored daily phone activity, accurately recording details in log book.
  • Provided customer service support by addressing inquiries, complaints, and requests for information.
  • Routed emergency calls efficiently to appropriate personnel or departments.
  • Answered and transferred calls according to established standard operating procedures.

Education

Bachelor of Arts - Management And Leadership

Siena Heights University
Adrian, MI
05-2013

Associate of Applied Science - CNA/ Nursing

Lake Michigan College
Benton Harbor, MI
05-2011

Skills

  • Customer relationship management
  • Payment processing
  • Problem solving
  • Quality assurance
  • Call management
  • Data entry accuracy
  • Effective communication
  • Team collaboration
  • Active listening
  • Conflict resolution
  • Time management
  • Phone etiquette
  • Customer service
  • Complaint handling
  • Email communication
  • Inbound customer service
  • Appointment scheduling
  • Empathy and patience
  • Relationship building
  • Security verification
  • Adaptability and flexibility
  • Point-of-sale systems
  • Customer engagement strategies
  • Multitasking and organization
  • Call center experience
  • Stress management
  • Decision making
  • Task prioritization
  • Punctuality and reliability
  • Verbal and written communication
  • Order processing
  • Multi-line phone systems
  • Professional demeanor
  • Business ethics
  • Customer data confidentiality

Affiliations

Church Administrator

Youth Assistant

Certification

  • Medical Coding Specialist Certificate from U.S. Career Institute on September 23, 2023
  • Medical Terminology Certificate of Completion November 6, 1991
  • Human Anatomy Certificate of Completion October 28, 1991

Accomplishments

  • Certificate of Appreciation/ 5 star on June 2008
  • Certificate of Appointment/ Special Work January 2007

References

References available upon request.

Timeline

Customer Care Representative

AAA Automobile Club
07.2022 - 12.2024

Customer Service Representative

Whirlpool Call Center
01.2020 - 06.2022

Customer Support Specialist

Lakeland Regional Health Medical Center
05.1990 - 10.2012

Executive Assistant

Diversified Insurance
07.1989 - 11.1994

Switchboard Operator

Michigan Message Center
05.1988 - 05.1990

Bachelor of Arts - Management And Leadership

Siena Heights University

Associate of Applied Science - CNA/ Nursing

Lake Michigan College

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