Johnnika Wilkins
Houston
Summary
Dynamic and service-oriented Customer Service Representative with a proven track record of delivering exceptional customer experiences and fostering loyalty through empathetic communication and prompt issue resolution. Committed to enhancing customer satisfaction by leveraging strong problem-solving abilities and a customer-centric mindset. Eager to contribute to a progressive company that values service excellence while pursuing opportunities for professional growth in a dynamic and supportive environment. Passionate about driving improvements in service delivery and customer retention through innovative solutions and dedicated support.
Overview
15
15
years of professional experience
Work History
CICR Agent
CVS Aetna
02.2025 - Current
- Deliver outstanding customer service to providers daily, expertly guiding them through claims inquiries while ensuring compliance with policy guidelines and significantly enhancing issue resolution satisfaction.
WFH Member Service Representative
WellCare
09.2023 - 02.2025
- Enhanced member satisfaction by providing detailed Medicare coverage support, utilizing identity verification procedures to ensure security and clarity in plan benefits.
WFH Representative
Chewy
03.2019 - 08.2023
- Fostered positive customer experiences at Chewy by resolving inquiries and confirming orders across multiple communication channels, reinforcing brand loyalty.
Warehouse Associate/ Driver Helper
United Parcel Service
12.2011 - 12.2018
- Improved package handling efficiency and safety at UPS through diligent adherence to protocols, significantly contributing to timely and satisfactory customer deliveries.
Education
High School Diploma -
Dekaney High School
Houston, TX06-2011
Skills
- Windows
- Guest services
- Customer service
- Technical support
- Phone etiquette
- Typing
- Problem solving
- Multitasking
- Attention to Detail
- Time Management
- Organization
- Clear communication
- Goal-oriented mindset
- Reliability
- Team collaboration
- Team leadership
- Active listening
- Effective communication
Timeline
CICR Agent
CVS Aetna
02.2025 - Current
WFH Member Service Representative
WellCare
09.2023 - 02.2025
WFH Representative
Chewy
03.2019 - 08.2023
Warehouse Associate/ Driver Helper
United Parcel Service
12.2011 - 12.2018
High School Diploma -
Dekaney High School