Sonya L. Johnson
Pembroke Pines,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Health Care Industry. 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
21
21
years of professional experience
Work History
MEA
NationsBenefits
03.2022 - 11.2024
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked effectively in fast-paced environments.
Customer Service Advocate
SpectraForce Technologies Inc.
09.2021 - 01.2022
- Receive inbound calls from customers identifying plan changes or new plan selections and assisting them with front end requirements and transfer to the appropriate area
- Establish rapport with potential customers utilizing excellent customer service skills
- Make outbound calls as needed in reference to plan selection or retention efforts
- Input information into Client Relationship Management System
- Proper Utilization of tools and disposition of calls in CRM system
Customer Service Representative
Teleperformance USA
06.2016 - 07.2021
- Trained new employees on procedures and policies to maximize team performance
- Processed Claims, Appeals and Complaints
- Update PrimaryCare Dr info and send out new Member Materials or Replacements
- Pharmacy Prior Authorization Consulting and Navigate Optum RX System
- Check Prior Authorization Status for Medicaid Members and access individual state systems for Member Eligibility
Customer Service/Compliance Representative
Dr. Diabetic Supply/Bright Sky INC.
09.2009 - 04.2013
- Inbound/Out calls for current and potential clients
- Correspondence with Physicians/ Physician’s office to help determine medical needs and the quality of medical supplies
- Adhere to company policies and procedures and utilize telephone etiquette and professional practices at all times in the scope of Medicare guidelines per HIPPA
- Optimize our audit process, create and elevate new growth strategies
- Investigate claims denied by Medicare and other insurance carriers
- Review and process patient documents, including Physician notes and laboratory work
Export Customer Service/Logistics Manager
Schumacher Cargo LLC.
10.2003 - 12.2008
- Maintained High standards of internal and external Customer Service
- Relayed information between drivers and recipients, including ETA and potential delays
- Utilized ordering, tracking and billing systems and associated processes
- Coordinated, scheduled and prepared documents for Ocean Transport CBU’s per U.S
- Customs and all overseas agents
Education
Education
Miami Dade Community College
Miami, FloridaHigh School Diploma -
Miami Northwestern Senior High
Miami, Florida06.1992
Skills
- Customer Service
- Managerial Skills
- Administration
- Operations
- Productivity
- Written Communication
- Verbal Communication
- Attention to Detail
- Problem Solving
- Critical Thinking
Timeline
MEA
NationsBenefits
03.2022 - 11.2024
Customer Service Advocate
SpectraForce Technologies Inc.
09.2021 - 01.2022
Customer Service Representative
Teleperformance USA
06.2016 - 07.2021
Customer Service/Compliance Representative
Dr. Diabetic Supply/Bright Sky INC.
09.2009 - 04.2013
Export Customer Service/Logistics Manager
Schumacher Cargo LLC.
10.2003 - 12.2008
Education
Miami Dade Community College
High School Diploma -
Miami Northwestern Senior High
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