Summary
Overview
Work History
Education
Skills
Timeline
Generic

TOY JOHNSON

Glendale,AZ

Summary

Dedicated Customer Service Specialist skilled in prioritizing and multitasking in fast-paced environments. Works effectively within a team to achieve personal and business objectives. Demonstrated ability to successfully resolve escalated customer support issues.

Overview

13
13
years of professional experience

Work History

Virtual Intake Customer Service Manager

Ali / Maximus Law Firm
Hawthorne , CA
01.2021 - 05.2024
  • Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Organized client contracts, records and reports to strengthen traceability.
  • Delegated work to staff, setting priorities and goals.

Claims Customer Service Representative

CVS-Corporation
Scottsdale , AZ
03.2015 - 01.2021
  • Conducted training and offered staff development opportunities to decrease process lags
  • Processed documentation and troubleshot discrepancies to build client rapport
  • Organized client contracts, records and reports to strengthen traceability
  • Processed claims for payment
  • Solve Customer Problems or Concerns
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Verified accuracy of customer data entered into database systems ensuring proper documentation of all transactions.
  • Responded promptly to customer inquiries via telephone, email, web chat, or other means as needed.
  • Processed payments for approved claims within established time frames.
  • Developed positive relationships with customers by providing accurate information in a professional manner.

Benefits Customer Service Representative

Wells Fargo Center
Phoenix , AZ
02.2011 - 12.2018
  • Attended training and educational seminars to enhance knowledge and credentials.
  • Processed claims for payment are forwarded to appropriate personnel for further investigation.
  • Prepared and reviewed insurance claim forms and related documents for completeness.
  • Assisted new policyholders with processing claims.
  • Handled modification and updating of policies.
  • Responded to queries, solved or referred problems, and followed up with clients to increase satisfaction.
  • Examined claims, records, and procedures to grant approval of coverage.
  • Retained strong medical terminology understanding in an effort to better comprehend procedures.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Checked documentation for appropriate coding, catching errors, and making revisions.
  • Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
  • Answered insurance-related questions and discussed product offerings with prospective customers to meet their unique needs.
  • Navigated computer system to look up customer information and update policies.
  • Asked probing questions and offered solutions to resolve customer issues.
  • Attended training and educational seminars to enhance knowledge and credentials.
  • Applied basic insurance underwriting knowledge to evaluate and analyze information.
  • Built trusted partnerships through open and interactive communication to earn positive customer feedback.
  • Fostered strong relationships with current and prospective clients to maintain client retention.
  • Administered employee insurance, pension, and savings plans, working with insurance brokers and plan carriers.
  • Researched employee benefit, health, and safety all titles and codes.
  • Provided detailed explanations of benefit plans and coverage options to customers.
  • Researched customer accounts to identify and resolve discrepancies.
  • Processed applications for benefits coverage accurately and efficiently.
  • Assisted customers with navigating online portals for benefit enrollment processes.

  • Answered incoming calls promptly and professionally, responding to customer needs in a timely manner.
  • Assisted customers with inquiries regarding their benefits coverage and eligibility, providing accurate information

Education

Associate of Arts in Business Administration -

Chaffey College
Rancho , CA
05.2009

Medical Office Management -

Concorde Career College
San Bernardino, CA
05-1997

Skills

  • Project Management
  • Customer Relations
  • Customer Service
  • Deadline-Oriented
  • Staff Training
  • Call Center Operations
  • Service Delivery Optimization
  • Verbal and Written
  • Problem-Solving
  • Report Preparation
  • Administrative Support
  • Regulatory Compliance
  • Customer Relationship Management (CRM)Account
  • Focused on Customer Satisfaction
  • Training Programs
  • Expertise in Sales Management of Remote Employees
  • Complaint Resolution
  • Call Monitoring
  • Personnel Training and Development
  • One Call
  • Excellent Time Management Skills
  • MS Office
  • Account Management
  • Team Building and Leadership
  • Quality Assurance
  • Account Updates
  • Audit Support
  • Meticulous Attention to Detail
  • Continuous Improvement
  • New Hire Training
  • Handling Escalations
  • Decision-Making
  • Client Relations and Retention
  • Positive and
  • Leading Team Meetings
  • Training and Coaching
  • Delegating Work
  • Customer Retention
  • Employee Scheduling
  • Customer-Focused
  • Issue Resolution
  • Skilled Multi-Tasker
  • Relationship Building
  • Workforce Management
  • Superior Computer Skills
  • Cashiering
  • Cash Handling
  • One Call Resolution
  • Complaint resolution
  • Training and mentoring
  • Schedule Coordination
  • Technical Support
  • Proficient in [Software]
  • Excellent time management skills

  • Policy Enforcement
  • Deadline-oriented
  • Conflict resolution techniques
  • Skilled multi-tasker
  • Focused on customer satisfaction

Timeline

Virtual Intake Customer Service Manager

Ali / Maximus Law Firm
01.2021 - 05.2024

Claims Customer Service Representative

CVS-Corporation
03.2015 - 01.2021

Benefits Customer Service Representative

Wells Fargo Center
02.2011 - 12.2018

Associate of Arts in Business Administration -

Chaffey College

Medical Office Management -

Concorde Career College

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TOY JOHNSON