Yvonne JOHNSON
Cleveland,OH
Summary
Focused support specialist professional with success and delivered unbiased perspective to solve disputes. Accomplished in collecting supporting information through research and tools .Drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases.
Overview
15
15
years of professional experience
Work History
Client Resolution Specialist
Caremark LLC
07.2018 - Current
- Facilitate Medicare/ Dual Medicaid Enrollment
- Resolves cases in queue due to member eligibility issues,
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle customer concerns.
- Identify and develop working relationships with governed and local agencies.
- Data Entry
- Minimum 80 call day with 7-minute average
- Administrative Duties
- SAP System Proficient
- Zoom /Google Meet, video client, email, customer contact.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Customer Service Representative
Amazon Support Center
02.2012 - 06.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal 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, Increasing sales by 10%.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Patient Support Specialist
Koinonia Homes
12.2007 - 02.2012
- Direct care of children and adults with developmental disabilities
- Med pass
- Managing 6-10 clients daily
- Behavioral analyst and support
- Helped patients complete activities of daily living.
- Used wheelchairs, stretchers and movable beds to move patients between hospital locations.
- Cleaned, sanitized and moved hospital equipment.
- Warmly greeted patients and visitors and made each feel welcome.
- Lifted or assisted others to lift patients to move them on or off beds, surgical tables or stretchers.
- Responded to emergency situations to help with lifting and transporting patients.
- Provided physical support to patients through diverse types of mobility assistance.
- Collected laboratory specimens, dropped off at laboratories and picked up test results.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
Associate of Science - Buisness Communications
Strayer University
Online Courses 2024
Skills
- All Microsoft Applications
- Past Due Account Management
- Web Browser Software
- Product Knowledge
- Oracle PeopleSoft
- Critical Thinking
- Communications Strategies
- Complex Problem-Solving
- Time Management
- Call Control
- Business Correspondence
- Client Satisfaction
- Teamwork Skills
- SAP
Timeline
Client Resolution Specialist
Caremark LLC
07.2018 - Current
Customer Service Representative
Amazon Support Center
02.2012 - 06.2018
Patient Support Specialist
Koinonia Homes
12.2007 - 02.2012
Associate of Science - Buisness Communications
Strayer University
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