Customer Service Technical Support

SHAQUILLA JOHNSON

************@*****.*** 318-***-**** Shreveport, LA 71104

Summary Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Skills Billing Management

Customer Service

Order Processing

Direct Sales

Sales Transactions

Product Sales

Inbound and Outbound Calling

Data Collection

Call Management

Technical Support

Call Center Operations

Payment Processing

Customer Relations

Complaint Handling

Customer Relationship Management (CRM)

Quality Control

Experience Customer Service Representative 08/2017 - 09/2024 Working Solutions Remote

Provided customer service support to customers over the phone, responding to inquiries and addressing concerns.

Answered incoming calls in a timely manner and provided accurate information on products and services.

Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.

Created detailed reports detailing customer interactions that were shared with senior staff members.

Claims Analyst 05/2013 - 08/2017

Humana Remote

Reviewed customer claims, identified discrepancies and determined appropriate course of action.

Conducted investigations to gather evidence in support of claims resolution. Assessed medical records for coverage eligibility and benefit accuracy. Developed strategies for resolving complex claims issues. Collections Agent 11/2009 - 05/2013

Comcast Shreveport, LA

Researched customer accounts for any discrepancies or outstanding payments. Negotiated payment plans with customers to ensure timely repayment of debt. Assisted in the development of strategies to improve collections process efficiency. Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.

Technical Support Representative 10/2006 - 11/2009 AT&T Shreveport

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Assisted customers in identifying issues and explained solutions to restore service and functionality.

Documented support interactions for future reference. Used ticketing systems to manage and process support actions and requests. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Education and

Training

High School Diploma 05/2005

C.E. Byrd High School Shreveport, LA

Associate of Arts: Business Management 05/2014

University of Phoenix Tempe, AZ

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