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
05-2013
Associate of Applied Science - CNA/ Nursing
Lake Michigan College
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.
Personal Information
Education and Training
other,other
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