Tra'Niesha Johnson
Houston,TX
Summary
Dynamic Customer Experience Representative with a proven track record at CVS Health, excelling in customer satisfaction and effective problem-solving. Skilled in CRM software and payment processing, I consistently enhance service quality and foster strong client relationships, contributing to increased customer loyalty and positive feedback.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Representative
CVS Health
Houston, TX
02.2021 - Current
- Promote available products and services to customers during service, account management, and order calls.
- Encourage and collect customer testimonials for marketing purposes.
- Answer the phone, and assist customers with refilling and checking prescription status.
- Confirm copay assistance and the method of payment on file.
- Inputting insurance and method of payments on file.
- Ensure customer satisfaction by responding to queries quickly and accurately.
- Coordinate with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Utilize job-related software to prepare change-of-address records and issue service discontinuance orders.
- Maintain accurate records of customer interactions and transactions using CRM software.
- Maintained a professional attitude when dealing with difficult situations or customers.
- Maintained high customer approval rating through dynamic service, exemplary support, and interpersonal communication.
Customer Service Representative
TTEC
Houston, TX
02.2019 - 05.2020
- Work From Home Representative.
- Assist customers with unauthorized transactions on the account, creating fraud claims, resetting PINs, and issuing new debit cards.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained up-to-date knowledge of customer accounts.
- Resolved unauthorized transactions and disputes.
- Confirmed claim status, and any additional information.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
High school diploma - General Studies
Sierra Vista High School
Las Vegas, NV06.2017
Skills
- Customer service
- Sales techniques
- Data entry
- CRM software
- Communication skills
- Payment processing
- Team collaboration
- Professionalism
- Work prioritization
- Order processing
- Microsoft exchange
- Information gathering
- Sales quota achievement
- Phone etiquette
- Following scripts
- Interpersonal skills
- Problem-solving skills
- Rapport building
Certification
- Food Handler Certification
- TABC Certification
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Experience Representative
CVS Health
02.2021 - Current
Customer Service Representative
TTEC
02.2019 - 05.2020
High school diploma - General Studies
Sierra Vista High School
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