TIFFINEY JOHNSON
Chicago,IL
Summary
Dedicated Associate focused on mentoring and onboarding new staff. In-depth understanding of company policies and procedures. Consistently achieves high customer satisfaction in a professional setting.
Overview
10
10
years of professional experience
Work History
Provider Customer Service Representative
United Health Group
01.2023 - Current
- Efficiently triaged inquiries from healthcare providers to ensure appropriate response.
- Answered provider questions and resolved issues to enhance service delivery.
- Investigated prior authorization and claims challenges, implementing solutions to reduce escalations.
- Utilized active listening to uncover underlying issues and gather necessary information.
- Worked closely with internal partners for effective issue resolution and communication.
- Met established performance metrics, optimizing provider satisfaction and call resolution rates.
Associate Instructor/Trainer
ALLO Communications
01.2022 - 10.2022
- Coordinated and implemented Leadership and Manager Development programs to promote servant leadership culture.
- Designed curriculum aligned with leadership competencies and business objectives.
- Managed time, projects, and resources to achieve company and team goals.
- Pursued continuous development in learning science and training innovations for enhanced performance metrics.
Customer Service Representative
Ford Motor Credit
03.2020 - 01.2022
- Maintained high customer satisfaction by managing inbound calls from Ford Credit customers and other stakeholders.
- Employed online knowledge tools to facilitate independent resolution of financing-related inquiries.
- Addressed routine inbound requests including address updates and payment modifications efficiently.
- Investigated and rectified issues such as misapplied payments and balance disputes with customers.
Customer Service Trainer
Wal-Mart
09.2019 - 03.2020
- Conducted Contact Center training on corporate policies and compliance topics, including leadership and diversity skills.
- Ensured consistent service quality and maintained high customer satisfaction levels in Contact Center operations.
- Evaluated effectiveness of Contact Center training programs to drive continuous improvement.
- Provided supervision and development opportunities for associates to enhance performance and career growth.
Customer Service Specialist
Wal-Mart
09.2018 - 09.2019
- Addressed customer contact challenges using decision support tools for timely resolutions.
- Worked alongside store associates to create and implement effective solutions.
- Followed up on ongoing issues, enhancing customer engagement through proactive communication.
- Compiled and analyzed customer satisfaction survey ratings for service improvement.
- Represented company professionally by providing courteous and responsive customer service.
Enrollment Specialist
Maximus
02.2016 - 11.2017
- Managed customer inquiries received through telephone, IVR, and web platforms about services offered.
- Accurately documented all interactions, including complaints and resolution steps taken.
- Followed established procedures to guarantee consistency in responses.
- Successfully resolved issues to implement required changes promptly.
Education
Bachelor of Science - Aviation Management
Liberty University
Lynchburg, VASkills
- Program development for training
- Course creation and facilitation
- Team enhancement techniques
- Effective presentation delivery
- Dispute resolution strategies
- Training administration expertise
- HR knowledge and practices
- Efficiency in time management
Timeline
Provider Customer Service Representative
United Health Group
01.2023 - Current
Associate Instructor/Trainer
ALLO Communications
01.2022 - 10.2022
Customer Service Representative
Ford Motor Credit
03.2020 - 01.2022
Customer Service Trainer
Wal-Mart
09.2019 - 03.2020
Customer Service Specialist
Wal-Mart
09.2018 - 09.2019
Enrollment Specialist
Maximus
02.2016 - 11.2017
Bachelor of Science - Aviation Management
Liberty University