Virtual Customer Service Representative
Resume:
SUMMARY
SKILLS
EXPERIENCE
IEYANNA
JOHNSON
**************@*****.***
Houston, TX 77009
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
• Data Entry
• Customer Service
• Verbal and Written Communication
• Documentation and Reporting
• Insurance Fraud Expertise
• Property Claims
• Property Adjusting
• CRM Software
• Order and Refund Processing
• Multitasking and Prioritization
• Efficient and Detail-Oriented
CHAT SUPPORT SPECIALIST REMOTE 02/2022 to Current Hyatt - Houston, TX
Answered questions from customers that came in through the company's online chat feature.
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• Used various skills to resolve problems in reasonable amount of time. Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
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Walked customers through online demonstrations to support better understanding of product features.
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Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
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VIRTUAL CUSTOMER EXPERIENCE SPECIALIST 09/2020 to 02/2022 Carmax Call center - Richmond, VA
Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
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• Assisted customers with making payments or completing orders in system.
• Communicated with customers via phone, email and online chats. Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
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Handled customer complaints courteously using appropriate techniques, problem- solving skills and follow-up logs.
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CUSTOMER SERVICE REPRESENTATIVE 04/2019 to 12/2021 Ranstad - Richmond, VA
• Reviewed, evaluated and adjusted claims to promote fair and prompt settlement. Negotiated and settled claims according to information presented through reports, research and data verification.
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• Reviewed data to verify validity of claims and determine case management actions. Coordinated benefits while applying applicable deductibles, co-insurance and out-of-pocket costs.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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PROCESSING SPECIALIST 02/2017 to 04/2019
Conduent - Richmond, VA
EDUCATION AND
TRAINING
Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
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• Communicated by telephone and email for routine exchange of information. Coordinated with customers to resolve problems regarding process discipline, data accuracy and data integrity.
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Answered incoming phone calls and directed callers to appropriate departments and personnel.
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• Entered data into spreadsheets, documents and databases with high accuracy rate. VIRTUAL FRAUD ANALYST 03/2016 to 06/2017
DailyPay - Richmond, VA
Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
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Input information regarding fraud investigations into detailed reports for submission to clients.
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Prepared, documented and assembled evidence for potential prosecution and civil litigation.
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Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
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Participated in group discussions with team members to develop new ways to combat fraud.
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DATA ANALYST VIRTUAL INTERN 06/2016 to 02/2017
Spectrum - Petersburg, VA
Created documentation for existing and new applications using developer tools and software.
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Used statistical analyses to find patterns from data and identify improvement opportunities.
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• Analyzed and understood system data models for data flow development.
• Responded to basic requests or escalated advanced issues to support end-users.
• Maximized quality of deliverables by participating in peer reviews.
• Developed visualizations to convey complicated data in straightforward fashion. Essex High School - Tappahannock, VA
High School Diploma
06/2015
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