Theresa Johnson
Customer Service Rep
Coral Springs,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service, industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Outbound Customer Service Representative
Blue Stream Fiber/insight Global
02.2023 - Current
- Work with Jeopardy team which consisted of calling company technicians to make sure of, their on time arrivals to their scheduled appointments . Also calling customers , to let them know arrival times of technicians, as well as rescheduling appointment based on time frames, that are convenient to customers. Generated daily reports several times a day. In regards to completed , missed or rescheduled appointments. Implemented new procedures to meet customer needs and deliver exceptional service. Instilled calm in customers, managing escalations and transfers with utmost professionalism. Updated CRM system with call information and interaction details for future reference. Documented transactions daily in CRM system and completed end-of-day processing requirements. Assisted customers with troubleshooting and resolving technical issues. Handled high call volume to quickly answer inquiries, update accounts and resolve concerns.
Reservation Agent/Remote
CSNG Netowrk/ Staffmark Staffing
06.2022 - 11.2022
- Assisted Customers with planning and booking reservations for hotels
- Sent booking confirmations to guests after processing payments, Provided customer service support
- Solved problems and issues, Sold additional services and upgrades, Promoted travel packages and touring opportunities, gave directions and amenities, advice, kept accurate records about customer bookings, and payments.
Customer Service Representative
Acure, Robert Half Staffing
09.2021 - 03.2022
- Answering incoming calls, and processing wholesale orders, in Net suite system
- Worked special accounts, such as Target and Sally's Beauty
- Also solving customer issues, such as replacing damaged products
- Sending out samples to social influencer groups, and helping customers to make decisions on which products to purchase, based on skin and hair types
- Documented, researched and resolved customer service issues
- Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities
- Listened to customer requests and specifications and made suggestions to appropriately fulfill needs
- Delivered exceptional customer service to bolster strong relationships and build positive experiences.
Dispute Resolution Specialist
Fiserv/ Ulitmate Staffing
02.2021 - 08.2021
- Responsible for researching and resolving customer billing inquiries regarding merchant disputes and credit bureau disputes while maintaining cardholder satisfaction and reducing losses to customers
- Managed procedural requirements smoothly, including outlining processes, settling fees and establishing limitations
- Conferred with disputants to clarify issues, identify underlying concerns and understand respective needs and interests
- Documented, researched and resolved customer service issues.
Experience Member Advisor
Nations Benefits
11.2019 - 02.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Handled complaints with prompt, courteous service to uphold professional reputation
- Verified customer identification and documentation for compliant transactions
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Healthcare Customer Service Representative
Conduent Call Center
01.2017 - 03.2019
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Supported accounts receivable operations within assigned functions.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Entered patient demographic and insurance data into electronic medical record system.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Built and maintained positive working relationships with patients and staff.
Education
Associate of Science - Health Information Management
Springfield Technical Community College
Springfield, MA06.2013
Skills
- Problem-Solving Ability
- CRM Software
- POS Systems and Ordering Platforms
- Call Center Operations
- Medical Terminology Knowledge
- Conflict Resolution
- Route Dispatch
- Medicare Part B
- Patient Registration
- Medical Insurance
- Insurance Form Processing
- Patient Care and Confidentiality
- Benefits Explanations
- Patient Intakes
- Insurance Verification
- HIPAA Compliance
Timeline
Outbound Customer Service Representative
Blue Stream Fiber/insight Global
02.2023 - Current
Reservation Agent/Remote
CSNG Netowrk/ Staffmark Staffing
06.2022 - 11.2022
Customer Service Representative
Acure, Robert Half Staffing
09.2021 - 03.2022
Dispute Resolution Specialist
Fiserv/ Ulitmate Staffing
02.2021 - 08.2021
Experience Member Advisor
Nations Benefits
11.2019 - 02.2021
Healthcare Customer Service Representative
Conduent Call Center
01.2017 - 03.2019
Associate of Science - Health Information Management
Springfield Technical Community College
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