Tiffiney Johnson
Chicago
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Provider Customer Service Representative
UnitedHealthcare
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.
Night Auditor
Marriott
Omaha
11.2022 - 10.2025
- Delivered attentive and professional service to guests as primary contact for late-night inquiries.
- Executed front desk functions, including check-ins, check-outs, and phone assistance.
- Addressed guest concerns and resolved unexpected situations, such as overbookings.
- Completed end-of-day procedures, including posting charges and conducting night audit backup.
Associate Instructor
ALLO Communications
02.2022 - 10.2022
- Work both independently and as part of a team to coordinate, implement, and measure Leadership and Manager Development programs with a focus on supporting a servant leadership culture, operational efficiency, and sustainability across functions and regions.
- Create and design a curriculum that aligns with leadership competencies and business objectives.
- Effectively manage time, projects, and resources to support Company and Team goals.
- Continually pursue development and knowledge in the areas of learning science, innovations in training and learning, training assessments/performance metrics, and other related topics.
Customer Service Representative
Ford Motor Company
03.2020 - 01.2022
- Handled inbound customer phone calls from Ford Credit customers, dealers, insurance companies, or other third parties while maintaining high levels of customer satisfaction.
- Navigated multiple systems to resolve many and varied phone calls related to vehicle financing or leasing; Utilized online knowledge base application to assist with call handling and decision making as agents are empowered to resolve customer needs independently.
- Provided a positive customer experience while appropriately handling routine inbound calls including but not limited to address changes, payment extensions and due date changes.
- Researched, explained, and corrected required items such as misapplied payments or payoffs and balance disputes; Discussed past due accounts with customers and obtain acceptable arrangements to get the account up to date.
Customer Service Trainer
Walmart eCommerce Brasil (Walmart.com)
09.2019 - 03.2020
- Delivered Contact Center training on corporate policies and compliance issues (for example, leadership skills, diversity training).
- Ensured consistent Contact Center quality service levels and customer satisfaction.
- Evaluated Contact Center training programs.
- Provided supervision and development opportunities for associates.
Customer Service Specialist
Walmart eCommerce Brasil (Walmart.com)
09.2018 - 03.2020
- Resolved customer contact issues by using decision support tools to resolve issues.
- Worked with store associates to develop and implement resolutions, implementing appropriate resolutions.
- Enhanced customer engagement by researching and resolving ongoing issues; followed up with customers on issues, implemented resolutions, communicated final decisions and resolutions to customers.
- Gathered and recorded customer satisfaction survey ratings. Represented company image to customers by providing professional, courteous customer service.
Enrollment Specialist
MAXIMUS
02.2016 - 11.2017
- Adjudicated claims based on your knowledge of covered benefits, insurance, and provider contracts.
- Determined plan liability as well as diversion and recovery activity for claims.
- Ensured customer satisfaction and striving to meet service standards.
- Collaborated with management or other team members as appropriate to proactively address service issues and concerns.
Education
Bachelor of Science - Aviation/Airway Management and Operations
Liberty University
Lynchburg, VA01.2029
Skills
- Microsoft Office
- Conflict resolution
- Team collaboration
- Communication skills
- Customer service
- Problem solving
- Time management
- Call center experience
LANGUAGES
English
Timeline
Provider Customer Service Representative
UnitedHealthcare
01.2023 - Current
Night Auditor
Marriott
11.2022 - 10.2025
Associate Instructor
ALLO Communications
02.2022 - 10.2022
Customer Service Representative
Ford Motor Company
03.2020 - 01.2022
Customer Service Trainer
Walmart eCommerce Brasil (Walmart.com)
09.2019 - 03.2020
Customer Service Specialist
Walmart eCommerce Brasil (Walmart.com)
09.2018 - 03.2020
Enrollment Specialist
MAXIMUS
02.2016 - 11.2017
Bachelor of Science - Aviation/Airway Management and Operations
Liberty University