Summary
Overview
Work History
Education
Skills
Timeline
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ToWan Johnson

ToWan Johnson

Warren,OH

Summary

8+ years' experience as an administrative assistant 20+ years' experience in domestic management 20+ years’ experience Customer Relation / Customer Service Medical billing certification acquired Areas of Expertise: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook Authorized to work in the US for any employer Willingness to acquire knowledge of company products and sales policies and procedures. Proficient in Microsoft Applications including Excel, Word and Outlook Excellent communications skills, both verbal and written. Able to work in a fast-paced environment. Able to work independently as well as part of a team. Flexible with the ability to adjust to change. Attention to detail. Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

21
21
years of professional experience

Work History

Premium Billing Customer Rep Remote Contract

RADgov / Sanford Health
01.2023 - 03.2023
  • Assist customers with orders, claims and furnishes information on products
  • Responsible for the entry of customer orders by order deadline that are received by phone, fax, electronically and/or email
  • Responsible for assisting customers in the call queue
  • Responsible for call card processing, order acknowledgements and exception management to prevent order errors
  • Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel
  • Assist customers with general website questions
  • Remain in compliance with established performance metrics that support the optimal customer experience
  • Provide customers with basic pricing, discounts, billing and shipping information
  • Assists with outbound call campaigns provided from CC Logistics team. Research and resolve problems with orders and claims.
  • Research and resolve problems with orders and claims
  • Populate data and participate in workflow processes within customer experience Relationship Management (CRM) or other equivalent system, Company business systems and other established department systems
  • Support department leadership with dashboard statistics
  • Completes related records, reports and documentation as assigned
  • Work as assigned on customer surveys, sales for performance incentives (Spifs) and other call campaigns
  • Resolve questions, requests, and problems promptly and courteously utilizing the company CRM or other equivalent system for issue tracking and resolution reporting
  • Keep management informed of area activities and of any significant problems.
  • Perform other job duties as required
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Customer Relation /Enrollment Remote Contract

Connection Academy / Pearson / Spectraforce
03.2022 - 10.2022
  • Collaborate as a team member coordinating the client experience
  • Assisting Client with providing enrollment information
  • Operating in Sales Force
  • Resolving all client complaints in a professional manner while also prioritizing customer satisfaction
  • Shared best practices for enrollment customer relation/customer service with other team members to help improve time and efficiency
  • Assisting Clients with username and password reset, Submission of IA/Issue Aware tickets to update COA, POA, Student Materials to be order and shipped, to Administration, Counselors Teachers and Fulfillment Dept., Assisted with Student Withdrawals
  • At Connections Academy/Pearson I became more proficient with client call flow, handling client objections and using multiple software programs simultaneously
  • I increased my aptitude for effective communication through interactions with multitudes of personality types and garnered in-depth knowledge enrollment policies and procedures
  • Customer after call surveys rated leading customer experience rating 100%
  • Facilitated communication between client, student, teacher and fulfillment for equipment.
  • Communicated with customers to assess and address individual needs, providing timely and quality support.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Logged call information and solutions provided into internal database.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.

Customer Service Remote Seasonal

Gap Inc
10.2021 - 01.2022
  • Assisting with placing order, tracking orders, provided price matching, reorder items, cancellation of items on Back Orders, Inventory Searching for available items, price adjustments and price matching, researching and creating cases for product issues
  • Providing exception solution to fix customer related issues with a great resolution to please the customers, issuing courtesy for any bad experiences received during ordering and shipping process
  • 1 – Dec 2021 Seasonal position
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Customer Service Representative / Remote

Wayfair Virtual East
06.2020 - 06.2021
  • Assisting customers with issues with their order to correct issues such as Items that arrive
  • Damage/Defective items, if customers receive a New Wrong product, Shipping Issues and or any
  • Delivery issues, providing expectations of arrival of delivery, status of delivery and or any delays, set up Returns, billing issues with credits or refunds, and educating the customer on the services and items purchased
  • Providing a great customer experience and awesome resolutions for both the customer and the company
  • Performed customer service surveys
  • Provided policy and service information
  • Assisted customers with a warm and professional attitude
  • Answered general questions
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

CSR - Customer Service Rep Remote

Alorica / United Healthcare
11.2018 - 06.2020
  • Assisting members with scheduling their PCP providers and Specialist office visit
  • Assisting the member with providing them with a clear understanding of their insurance benefits
  • Claims
  • Bulk Mailings of Greeting Cards to the members
  • Aiding with transportation to and from the Providers office
  • Accepting Payments of monthly Premium
  • Providing Repayment Plans for outstanding balances
  • Reaching out on the member’s behalf to assist them with Claim issues, obtaining Prior Authorizations, as well as any Medical Necessary issues needed
  • Reaching out on the members behalf to the Pharmacy and or Pharmacist assisting with any Prescription Drug related issues and or Mail Order problems
  • Filing Grievances on the member’s behalf for any issues with their Policies, and or any insurance Plan dilemma's
  • Quality of Care - filing on member behalf for issues with their provider’s, provider’s staff and procedure issues
  • Assisting both Members who have both Medicare and Medicaid.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Sought ways to improve processes and services provided.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

CSR Customer Service Representative

LogistiCare
07.2018 - 11.2018
  • Assisting Members with Medicare and Medicaid with scheduling transportation rides to and from their Primary Care Providers office for any medical appointment and or procedures appointments.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.

Administrative Assistant/Wheelchair Agent

Prime Flight Aviation
03.2017 - 07.2018
  • Managed all front office operations by answering telephones and directing calls to appropriate parties
  • Conducting Interviewing, Orientations, Fingerprinting, Background checks, and Security checks in a professional manner
  • Responsible for overseeing confidential documents, ordering supplies, managing mail, email and job websites
  • Operate all office equipment, Filing, Managing all employee documents and recertification.
  • Assisted unaccompanied minors and special needs passengers by transporting and claiming personal baggage and belongings.
  • Transported over 30 passengers in wheelchairs to and from aircraft and inside terminals and lifted passengers in and out of wheelchairs and into and out of passenger seats.
  • Accepted passenger luggage and created and affixed bag labels to guarantee proper delivery.
  • Located and read airport monitors to determine arrival and departure information.
  • Read boarding paperwork to identify international and domestic flight information, special service requests, names and dates to help special needs passengers locate correct gate.
  • Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.

Customer Service Associate / CSR

Sears
10.2016 - 10.2017
  • Receive payments by cash, check, credits, vouchers, and automatic debits
  • Issue receipts, refunds, credits, or change due to customers
  • Greet customers entering the establishments
  • Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners
  • Resolve customer complaints
  • Answer customers' questions and provide information on procedures or policies maintained the position of top customer service representative for most credit card applications
  • Earning the company $6000 plus in credit applications.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Administrative Assistant

Computer's for Us
06.2008 - 10.2016
  • Prepares for customer inquiries by studying products services, and customer service processes
  • Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer
  • Record customer inquiries by documenting inquiry and response in customer's accounts
  • Improves quality service by recommending improved processes, identifying new products and service applications
  • Updates job knowledge by participating in educational opportunities
  • Accomplishes customer service and organization mission by completing related results as needed
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Assisted development and implementation of new administrative procedures.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Liaised between clients and vendors and maintained effective lines of communication.

Administrative Assistant

Hallmark Management and Realty Associates, Inc
06.2002 - 10.2008
  • Responsible for handling all aspects of tenant interactions; from responding to inquiries to processing delinquent accounts
  • Initiated and monitored the eviction process including representing the agency in court proceedings
  • Managed vendor relationships to include purchase orders, scheduling and monitoring requested work orders ensuring work through completion
  • Responsible for maintaining client rental records, monitoring government housing certification and performing general office administrative duties
  • Oversaw rental collection process for delinquent renters
  • Created and maintained customer complaint process ensuring residents were given access to a safe living environment
  • Maintained accounting practices tracking resident's accounts.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Assisted development and implementation of new administrative procedures.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.

Education

No Degree - Medical Billing And Coding

Trumbull Business College
Niles, OH
05.2003

No Degree - Business Administration Technology

Trumbull Career Technical Center
Lordstown, OH
05.2001

No Degree - Business Administration

The University of Akron
Akron, OH
1992

High School Diploma -

Warren G. Harding High School
Warren, OH
05.1990

Skills

  • Ability to type 38-40wpm
  • Baseline ability to 10-key by touch (industry standard minimum keystrokes requirement)
  • Customer Service
  • Customer Relation
  • Customer Satisfaction
  • Microsoft Word
  • Microsoft Office
  • Sales
  • Teamwork
  • Slack
  • Sales Force
  • Serenova phone system
  • Avaya
  • Data Entry
  • Microsoft Excel
  • Customer Experience
  • Time Management
  • SAP
  • WebEx
  • Epic
  • TEAMS
  • Google Meet
  • Zoom
  • Cisco / Cisco Finesse
  • Assessments
  • Customer Focus & Orientation Expert
  • May 1990
  • Measures a candidate's ability to respond to customer situations with sensitivity Full results: Expert
  • Scheduling Proficient
  • April 1990
  • Measures a candidate's ability to cross-reference agendas and itineraries to avoid conflicts when creating schedules
  • Full results: Proficient
  • Customer Focus & Orientation — Highly Proficient
  • June 1990
  • Responding to customer situations with sensitivity
  • Full results: Highly Proficient
  • Conscientiousness — Expert
  • Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting Full results: Expert
  • Email — Proficient
  • Measures a candidate’s ability to effectively compose and organize email messages
  • Reliability — Expert
  • Measures a candidate's tendency to be dependable and come to work
  • Full results: Expert
  • Call Center Customer Service — Highly Proficient
  • Measures a candidate's ability to demonstrate customer service skills in a call center setting
  • Customer Focus & Orientation — Expert
  • Measures a candidate's ability to respond to customer situations with sensitivity
  • Customer Service Skills — Proficient
  • Measures a candidate's skill in evaluating approaches to customer service & satisfaction
  • Call Center Customer Service — Expert
  • November 1990
  • Applying customer service skills in a call center setting Full results: Expert
  • Verbal Communication — Highly Proficient
  • December 1990
  • Speaking clearly, correctly, and concisely
  • Responding to customer situations with sensitivity Full results: Highly Proficient
  • Reliability — Expert November
  • 1990
  • Tendency to be dependable and come to work
  • Reliability — Highly Proficient
  • Claim Processing
  • Google Drive
  • Process Payments
  • Customer Contact
  • Billing Systems and Software
  • Verify Data
  • Till Counting
  • 10-Key Data Entry
  • Medical Billing and Collections
  • Information Updates
  • Insurance Confirmation

Timeline

Premium Billing Customer Rep Remote Contract

RADgov / Sanford Health
01.2023 - 03.2023

Customer Relation /Enrollment Remote Contract

Connection Academy / Pearson / Spectraforce
03.2022 - 10.2022

Customer Service Remote Seasonal

Gap Inc
10.2021 - 01.2022

Customer Service Representative / Remote

Wayfair Virtual East
06.2020 - 06.2021

CSR - Customer Service Rep Remote

Alorica / United Healthcare
11.2018 - 06.2020

CSR Customer Service Representative

LogistiCare
07.2018 - 11.2018

Administrative Assistant/Wheelchair Agent

Prime Flight Aviation
03.2017 - 07.2018

Customer Service Associate / CSR

Sears
10.2016 - 10.2017

Administrative Assistant

Computer's for Us
06.2008 - 10.2016

Administrative Assistant

Hallmark Management and Realty Associates, Inc
06.2002 - 10.2008

No Degree - Medical Billing And Coding

Trumbull Business College

No Degree - Business Administration Technology

Trumbull Career Technical Center

No Degree - Business Administration

The University of Akron

High School Diploma -

Warren G. Harding High School

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ToWan Johnson