Customer Service Call Center
Resume:
Katrina Johnson
Customer Service Coordinator
Lithonia, GA 30038
adzcy6@r.postjobfree.com
Motivated Customer Service Expert with solid experience in Administrative and clerical areas. Very organized and detailed-oriented with great communication skills and determination to exceed goals. Authorized to work in the US for any employer
Work Experience
Data Analyst
Cushman & Wakefield (Robert half) - Sandy Springs, GA November 2019 to March 2020
•Temporary assignment with the goal of collecting data on assigned spaces of the facility.
•Conducted studies of specific areas of a company to help determine how the space is be utilized.
•Displayed a discreet and friendly disposition careful not to interfere with the production of work by the employees.
•Abided by a distinct schedule with a designated device to complete task.
•Succeeded in the role using strong attention to detail. Claims Alert Supervisor
Crawford & Company - Norcross, GA
August 2019 to November 2019
•Responsible for overseeing the productivity of a small group of 10 employees in a call center environment.
•Assist the representatives with claim processing quality.
•Oversee the investigation of insurance claims for personal, property and casualty.
•Maintain an analytical and problem solving ability.
•Take the lead on escalated calls.
•Ensure the representatives are following the established intake scripts and client instructions.
•Utilize the Ringcentral Incontact platform to conduct communication.
•Ensure all system application, log in ID's and passwords are functional.
•Assist with processing claims when necessary.
•Provide training needs and materials.
•Represent the organization in client meetings.
•Other duties as assigned.
Client Service Coordinator
FEMA Call Center (chime solutions) - Morrow, GA
October 2018 to March 2019
• Answered inbound calls from survivors of natural disasters.
•Maintained a high level of confidentiality while retrieving sensitive information.
•Executed all required rules and regulations of FEMA policies to each client.
•Completed applications in their entirety to be submitted for approval.
•Provided customers with resource information as well as the locations of facilities where help could be attained.
•Provided approval and denial statuses.
•Processed appeal and extension applications.
Receptionist/ Accounts Receivables
Renovation Center - Norcross, GA
December 2016 to October 2018
• Answered all incoming calls to the office and transferred accordingly.
• Greeted all visitors accordingly.
• Ensured all mail was sent out, received and distributed properly.
• Supported staff as needed with executing tasks.
• Utilized Oracle on a daily basis to complete tasks.
• Utilized GAAP
• Maintained a professional level of customer service.
• Maintained knowledge of Inventory and supplies to properly process orders as well as shipping.
• Prepared Estimates from Material lists and entered sales orders.
• Completed BOL's (Bill of ladings)
• Processed payments as well as issued credits to accounts.
• Maintained a schedule calendar for admin staff.
• Performed accounts receivable duties.
• Dispatched to drivers and installations team as well as the warehouse.
• Maintained the lobby area on a regular, keeping the keurig station stocked with coffee /tea.
• Made orders for the office using an Amazon account.
• Prepared meeting and conference rooms.
• Responsible for ordering lunch and coordinating caterers for office events. Credit Administrative Assistant
Flexitech - Decatur, GA
October 2015 to November 2016
• Received and Processed credit applications using credit safe and Equifax.
• Utilized SAP to complete majority of my daily tasks.
• Performed "soft collections" up to a 90 day mark.
• Processed payments and Lien releases.
• Utilized skip tracing to locate property.
• Prepared statements and sent invoices to consumers.
• Answered all inbound calls
• Handled incoming and outgoing mail.
• Performed Typical clerical duties in the office. Customer Care Agent /Team Supervisor
Teleperformance (Wellcare) - Augusta, GA
August 2012 to January 2015
• Answered inbound calls from clients under the medicaid HMO plan related to health care.
• Retrieved confidential information to properly verify identities.
• Ensured proper billing procedures between hospitals and doctors offices.
• Posted payments
• Handled patient files
• Submitted claims to Medicaid.
• Processed referrals as well as updating PCP's and issued new/replacement ID cards.
• Followed HIPAA guidelines.
• Governed a team of 12 individuals as a Team lead implementing strategies to help reach goals and ensure the best customer service.
Collections Agent
Collections Receivable Inc - Augusta, GA
June 2010 to July 2012
• Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
• Provided extensive clerical and administrative support to department staff.
• Managed delinquency cycle.
• Made past due collection calls and performed skip tracing. Education
Bachelor of science in Business Administration
University Of Phoenix - Marietta, GA
2015
Skills
• ORACLE (1 year)
• SAP (1 year)
• DATA ENTRY (10+ years)
• Front Desk (2 years)
• Reception (2 years)
• Front Office
• Call Center
• Customer Service
• CSR
• Customer Care
• Customer Support
• Benefits Administration
• Administrative Experience
• Order Entry
• Business Intelligence
• Collections (4 years)
• Live chat (1 year)
Additional Information
Skills
• Interpersonal and written communication
• Team leadership
• Self-motivated
• Data entry
• SAP, Oracle
• Problem solving
• Skip tracing
• Typing
• Research
• Managing more than 10 employees
• Managing escalated issues
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