Shelley Johnson
Houston,TX
Summary
Personable and dedicated Customer Service Representative with extensive customer service experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Experience Specialist
Percepta
Houston, TX
12.2022 - Current
- Assisting customers as a case manager for Ford Motor Company. Providing financial and repair assistance. Following-up with customers until concern is complete.
- Research incoming claims by reviewing customer claim cases finding any errors or processing information.
- Compile, verifying accuracy and sorting information to prepare source data for computer entry
- Operate multiple screens and systems
- Claim determination approval or deny
- Respond to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilize telephone, online chat, and email platforms to deliver outstanding customer service.
- Educate on products and services Act as a resource of all product knowledge and service support
- Actively listening to the customer while controlling the interaction to lead the customer in a professional and efficient manner
- Act as a liaison between customer service support and dealership by following up to ensure customer satisfaction.
- Exhibit strong follow up and organizational skills in both verbal and written communication
Billing Specialist
Conduent
Houston, TX
07.2018 - 11.2022
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Educated clients on insurance policies and procedures.
- Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Developed relationships with providers and networks to achieve favorable client coverage.
Heathcare Member Specialist
Aegis
Dallas, TX
11.2011 - 06.2018
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Adhered to HIPAA regulations when handling confidential patient information.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
- Performed data entry and maintained accurate records of student enrollment information.
Education
Bachelor of Arts - Communications
Texas Southern University
Houston, TX12-2021
Skills
- CRM Software
- Client Advocacy
- Trend Monitoring
- Needs Assessment
- Customer Service
- De-Escalation Techniques
- Microsoft Office
- Data Evaluation
- Medical Terminology Knowledge
- Teamwork and Collaboration
- Policies and Procedures Adherence
Timeline
Customer Experience Specialist
Percepta
12.2022 - Current
Billing Specialist
Conduent
07.2018 - 11.2022
Heathcare Member Specialist
Aegis
11.2011 - 06.2018
Bachelor of Arts - Communications
Texas Southern University
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