KIMBERLY LYNN JOHNS

**** **** *****

Smyrna, TN *7167

adn0xt@r.postjobfree.com

615-***-****

OBJECTIVE

To find gainful employment with a chance to advance.

SKILLS & ABILITIES

·Over 13 years of Call Center Experience

·Excellent Customer service

·Cold Call experience

·Corrective Action

·Ordering supplies

·Multi Tasking with multiple monitors.

·Accounts Receivable/Payable

·Proficient with most of Microsoft Office

·Customer service oriented

·Secretarial Duties

·Ability to answer calls and process with computer as well

·Proficient with back-to-back incoming phone calls

·Proficient with metrix

·Able to diffuse angry customers to provide them with assistance

·Able to manage an Office

·Critical Thinking

·Fast Learner

·Leadership

·Team player

EXPERIENCE

April 2019-January 2021

January 2006-January 2019

Self Contracted Health Insurance Agent with US Health Advisors, Franklin TN, 37067. Sales Leader: Cindy Brown: 615-***-****

I make on an average between 150-300 cold calls daily from leads I have purchased.

I handle my own customer service.

oExplaining explanation of benefits.

oHelping to navigate the insureds portal.

oWeb search for doctors or providers.

oAdvising how to fill out paper work for health and accident claims.

oLogging into crank wheel and assisting the customer how to navigate the websites needed to find doctors and or dentist they are in search of.

I am licensed to sell health insurance in 30 states.

I strive for my excellent customer service. Not all agents go above and beyond for their clients. However, I do. Whatever my client needs If I can do it, I will when it comes to customer service. It could be issues from billing all the way to making doctor’s appointments for my clients.

I do written communication with prospective new, and clients already on my book of business.

Account Specialist, State Farm Mutual Insurance Co. 2500 Memorial Blvd. Murfreesboro,TN 37129 877-***-**** Option 0

·Customer service Representative, answering back to back incoming calls re-guarding errors that have occurred in the billing processes. Processing production work such as entering payments to the billing accounts, entering charges or credit for the policies. Adhere to a daily schedule and maintain my adherence to 90%, accountable for metrix- my wrap up at the end of each call has to be under 1.20, My talk time 5 minutes or less and my average handle time less than 5 minutes. I perform my duties with two monitors and multi task with every call using more than one program to answer the callers questions. I work with minimal to no supervision, applies specialized knowledge of unit/division/department programs and processes. Proficient with all relevant software tools and technology (Microsoft office, Rumba, Outlook, several web based applications), Independently prioritizes work assignments as priorities change. Handle complex customer service issues. Creates and develops communication that appropriately address content and audience, provides training to various audiences including out of the division, develops knowledge of interdependencies of responsibilities and processes within the unit/division. Demonstrates leadership within own division. Also handles complex calls and billing accounts, that includes break downs of the billing policies with full explanation. And customer retention, supervisor complaint calls when needed, I am able to maintain poise in difficult situations. I demonstrate good attitude, approach and behavior to advance the success of the team, department and goals. I adapt to change and is open to others suggestions. Accept new assignments willingly and is open to other suggestions. I admit to my mistakes and take responsibility for the corrective action. I am accountable for my quality and timeliness of work product, commitment and decisions. I learn from my mistakes and demonstrate changed behavior as a result.

June 1999-January 2006

Office Manager/Chiropractic Therapist,X-Ray Tech, Brentwood Chiropractic and Sports Injuries Clinic, 785 Old Hickory BLVD, Brentwood, TN 37027 Dr. Donald Henderson 615-***-****

·Handling all incoming and out going calls, making appointments, Charting, filling out paper work, writing reports, filling out all insurance billing forms, entering all proper coding for treatment, assisting with exams, Taking blood pressure readings, performing X-rays, Daily bank deposits, Wage taxes, preparing quarterly payroll taxes, ordering equipment and all products for the office, Accounts receivable and payable, Administering chiropractic therapy to all patients including but not limited to: traction, muscle stimulation therapy, exercises for helping to heal the injury, fitting patients with orthotics. I was hired for this position through a phone interview from Upstate NY. Dr. Henderson hired me sight unseen. While employed with Dr. Henderson, I obtained two state licenses. Chiropractic Therapist and X-ray Technician.

EDUCATION

June 1993

Highschool, Graduate Odessa, NY

May 1997

Corning Community College, Corning NY Graduated with a Certificate in Secretarial Studies.

COMMUNICATION

It is very important to have good communication within your work place. Without communication there is no work flow. The more communication and open table conversation the more loyalty there is.

LEADERSHIP

In both of my occupations in the last 20 years I have been in leadership roles. It is very important as a leader to show others the way to go. Being understanding yet firm is key in leadership. Knowing the boundaries of when to be a friend and when you have to be the disciplinary. As a leader having compassion when needed yet being firm when giving constructive criticism is Key.

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