Vivian Johnson

**** ***** *** **. *******, NC, **610 919-***-**** ad3h7w@r.postjobfree.com

SUMMARY

I am a customer service professional dedicated to developing excellent customer service skills in every aspect. My customer service experience ranges from telemarketing associate to administrative duties. My areas of expertise include telephone inquiries and complaints in a courteous and effective manner, information gathering, problem resolution, and de-escalations. I have the absolute ability to maintain exceptional professionalism and courtesy while being recognized by other peers and customers with the highest regards. TECHNICAL SKILLS

Expertise and Experience Include:

-9 years Call Center Experience - Mentoring and Coaching

-Assistant Trainer - Microsoft Office 2018 -

Leadership Skills -Excellent Communication Skills

PROFESSIONAL EXPERIENCE

Concentrix

Escalations Specialist 4/2021-Current

Responsible for maintaining communications with support organizations, assignment, prioritization, scheduling, tracking and resolution of business-related issues. Handling of complaints and escalations from clients and customers for the company.

• The main responsibility of an escalation manager is to bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction

• Facilitate and lead resolution of complex problems

• Drive Problem Prevention - Some issues may require long-term management, due to repeated or systemic problems

• Responsibility for accounts that require long-term technical escalation management

• Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution

• Understand how to analyze and correlate technical data related to incidents, problems, changes and other aspects of Cloud Operations

Trialcard

Reimbursement Case Manager 10/2019-6/2020

Responsible for handling the day-to-day activities within reimbursement services. Daily interactions with healthcare insurance companies to verify the financial aspects of healthcare services to ensure patients have access to life saving treatments they need, and serve as a vital resource to patients and healthcare providers.

• Working case management system, documenting status/background in case notes, communicating patient benefits, assisting in the PA/Appeals process and lie responsibilities

• Conduct both Medical and Pharmacy Benefit Verification

• Assist with insurance benefit investigations, and triage cases according to program standard operating procedures while ensuring accurate collection and reporting of information for related benefit fields.

• Adhere to program procedures, KPI’s and SLA

• Make additional calls as directed and be available to support patients, caregivers and other health care professionals by phone.

Appletree Child Development Center

Lead Teacher: 9/2017- 8/2019

• Ensure the safety and well-being of each child by responding to their emotional, social, and physical needs as well as their educational needs

• Utilize developmentally appropriate practice and best practice methods at all times

• Be a positive role model for all care giving staff and children

• Be customer service orientated and professional while providing excellent customer service according to the standards of AppleTree Learning Centers

• Engage children in activities and play that stimulates their development

• Plan daily activities that are developmentally appropriate for young children Conduent

Training Assistant/ Customer Care Specialist 7/2007-09/2017 Assist with developing potential agents for call center etiquette and agenda on how to become a productive agent in the mail order pharmacy field. Analyze and investigate member benefits. Provide phone expertise and support for customers calling to report issues with benefits. Handle the day to day analysis, research and resolution of various problems. Processed claims for pharmaceutical refill.

• Primary Contact for member specific questions

• Researching Benefits eligible to members

• Answer all inquiries from Providers and Pharmacies for mail orders

• Coaching, motivating and developing representatives for the mail order pharmacy

• Successfully trained and developed potential agents in becoming call center agents

• Assisting in supervising a training class of 30 or more prospective agents

• Providing one-on-one coaching with phone reps as a result or call observation feedback

• Assist Providers with understanding Benefits

• Enter payroll utilizing Payroll systems FEPS

• Adhere to attrition percentage desired by clients

• Conduct interviews for New Hire candidates

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