Terrence L. Johnson

Available to Start ASAP

**** * **** **

Hillside, Illinois, 60162

Cell: 708-***-****

OBJECTIVES

To obtain a position that will allow me to utilize my friendly personality, customer service experience, and interpersonal savvy. SUMMARY OF QUALIFICATIONS

Results oriented, high energy, hands-on student with a successful track record of assuming increased levels of responsibility. Major strengths include strong leadership and communication skills, a positive team player attitude and motivation to learn new and exciting things.

EXPERIENCE

VITAS Healthcare, Patient Care Coordinator

Lombard, Illinois, February 2018 – Present

Effectively processed calls in a systematic and organized manner following Care Connection Center scripts, policies, and procedures. Promptly answered and screened incoming calls, with appropriate escalation as needed.

Ensure timely and accurate documentation on all tasks completed in accordance with company standards to ensure data integrity. Communicate between team members, staff in the field, referral sources, vendors, physicians, facility staff, and patients and family. Takes ownership and resolve all customer service issues with first call resolution whenever possible. Escalate immediately as needed. Comply with all departmental standards; policies and procedures. Promoted with training and education of new hires, and workforce management.

Starbucks HMS Host, Rosemont (O’Hare), Illinois, July 2016 – February 2018

· Greets customers and takes food order; provides information about products and looks for opportunity to "up-sell" products

· Prepares all drink orders to Starbucks and company standards

· Operates a cash register and receives payment from customers in cash or credit card, accurately counts and provides change to customers as required, and follows all HMSHost customer service and cash handling policies and procedures

· Educates and informs customers about the differences among coffee beans, coffee preparation and home brewing methods

· Cleans and stocks customer area

· Follows company and Starbucksoperational policies and procedures

· Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team

Advocate Medical Group, Rosemont, Illinois, April 2016 – December 2016 Contact Center Rep 1

· Assist with incoming calls and verifying information of patients

· Informs patients by explaining procedures; answering questions; providing information

· Determining patient appointment eligibility by comparing client information to requirements

· Assisting physicians, nurses, retail management (pharmacies), and inner Advocate-personnel with patient care.

· Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

LifeWatch Rosemont, Illinois, January 2015 – March 2016 Customer Care Coordinator

· Make and receive phone calls to/from patients to assist with the setup of their monitoring device

· Monitor daily performance

· Provide the highest level of customer service

· Work closely with other internal LifeWatch departments to assist with a patients needs

· Supports, communicates, and enforces corporate objectives, vision, and mission

· Interact with patients and clients

· Educate patients about service and monitor use

· Complete all assigned training

Super Target, Hillside, Illinois, April 2012 – Jan. 2015 Starbucks Barista

Creating handcrafted warm/cold beverages

Process customer orders in register system

Departmental Calls

Cash-handling

Pack orders ensuring accuracy and timeliness

Restock and organize food area

Sunglass Hut, Oak Brook, Illinois, Jun. 2011 – Feb. 2012 Retail Sales Associate

Assist customer with style and fit of sunwear

Create appointments for guest with opticians of Sears optical Cash-handling

Visual merchandiser for store display and adverts

Meijer Supermarket, Melrose Park, Illinois, Jun. 2011 – Feb. 2012 Bakery/Deli Clerk

Assist customers with deli and bakery orders

Educate customers on deli and bakery items

Replenish stock

Quality control ensuring clean work environment

Fulfill daily food preparation including deli platters, hot meals and baked goods

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