Customer Service It Support

Seanethia Johnson

601-***-**** seanethiajohnson@ gmail.com Jackson.Ms 39209

Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of oli

Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, mal

customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer sef

efPciency and satisfaction.

SKILLS

Basic IT Support

Microsoft PowerPoint

Active Listening

Sales Expertise

Microsoft Excel

Quality Assurance

> Credit Card Payment Processing

: Microsoft Word

Managing Multiple Tasks

Organizational Skills

Inbound Customer Calls

Productivity Management

Critical Thinking

Problem-Solving Ability

. Microsoft OfPce

. Analytical Abilities

Order and Refund Processing

Membership Inquiries and Renewals

Upselling Products and Services

Customer Communication and Empath)

Insurance Claim Regulations

Policy Renewals

Call Volume and Quality Metrics

Investigate Claims

. Calm and Professional Under

Pressure

. High-Volume Environments

. Insurance Eligibility

Claims Information Gathering

Insurance Coverage VeriPcation

Premium Calculations

EXPERIENCE

‘Technical Support Agent

‘Teleperformance = (Remote )

July 2021 - March 2024

Processed paperwork related to policy changes, cancellations, claims payments, and new enrollments accurately

and efPciently.

Provided excellent customer service by responding promptly to telephone calls, emails, and other requests for

information.

Conducted outbound calls to existing customers to offer annual policy renewal

Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.

Calculated premiums and established payment method.

Ensured that policy requirements were fulPlied, including any necessary medical examinations and completion of

appropriate forms,

Submitted forms to obtain binder coverage.

Managed multiple priorities simultaneously while meeting deadlines consistently.

Demonstrated proficiency in using various software programs such as Microsoft Office Suite.

‘Answered applicants’ questions about benefits and claim procedures.

Customer Service Representative

Broadpath Remote )

November 2018 -April 2021

Handled high volumes of incoming calls from customers while maintaining quality standards for call duration

time,

Provided accurate information about products and services in response to inquiries from customers,

Met performance goals and call center metrics in fast-paced performance setting

Navigated multiple computer systems and applications and utilized search tools to find information.

Processed payments efficiently while providing detailed receipts to customers.

Logged details of customer service calls in computer system following correct protocols.

Provided exceptional customer service to clients in fast-paced call center environment.

Maintained accurate records of patient interactions, including notes on billing concerns, insurance policies, medical

procedures and other related topics.

Protected patients' rights by maintaining confidentiality of personal and financial information

Processed authorizations for medical tests and procedures.

Assisted customers in navigating through various web pages on the company's website during their purchase

process,

Processed paperwork related to policy changes, cancellations, claims payments, and new enrollments accurately

and efficiently,

Conducted outbound calls to existing customers to offer annual policy renewal

Called on policyholders to deliver and explain policy, to analyze insurance program and suggest additions and

changes and to change beneficiaries.

Explained features, advantages and disadvantages of various policies to promote sale of insurance plans,

Calculated premiums and established payment method,

EDUCATION

HIGH SCHOOL DIPLOMA

Jim Hill High School

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