Customer Service Call Center

PROFESSIONAL SUMMARY

WORK HISTORY

DERICKA JOHNSON

WINDSOR MILL, MD 21244

410-***-**** ***********@*****.***

Results-oriented Customer Care Specialist with extensive experience spanning more than two decades in high-demand call center environments. Excel at fostering customer loyalty through exceptional service and effective communication, consistently achieving and exceeding sales targets. Skilled in data management and employee training, focusing on operational excellence and sustained customer engagement.

VDART/MD DEPT OF UNEMPLOYMENT

CUSTOMER SERVICE AGENT Alpharetta, GA February 2021 - March 2025

• - Provided exceptional customer service, successfully addressing 95% of queries in one interaction.

• - Mentored new employees, increasing team efficiency and reducing onboarding by 10%

• - Handled high-pressure situations calmly, enhancing customer satisfaction levels.

• - Utilized active listening for swift resolution of complex customer concerns. EBI, INC.

CUSTOMER SERVICE ASSOCIATE Owings Mills, MD February 2019 - May 2020

• - Prioritized tasks effectively to meet service goals.

• - Managed multiple projects ensuring quality and timely delivery.

• - Maintained professionalism in stressful circumstances,effectively resolving tense situations. SPARKS, BALTIMORE GAS AND ELECTRIC

CUSTOMER SERVICE/COLLECTIONS CALL CENTER REPRESENTATIVE Baltimore, MD January 2016 - January 2018

• Provided exceptional customer service, successfully addressing 95% of queries in one interaction

• Mentored new employees, increasing team efficiency and reducing onboarding by 20%

• Handled high-pressure situations calmly, enhancing customer satisfaction levels

• Utilized active listening for swift resolution of complex customer concerns

• Delivered comprehensive benefits information to employees

• Assessed and improved current benefit programs

• Managed accurate input of enrollment data into company systems

• Prioritized tasks effectively to meet service goals.

• Managed multiple projects ensuring quality and timely delivery.

• Maintained professionalism in stressful circumstances, effectively resolving tense situations.

• Assisted customers with payment arrangements and balance information

• Pivotal in restoring services for customers disconnected for non-payment

• Successfully handled high volume of billing and collection calls

• Trained in processing emergency gas and electric calls

• Delivered proficient technical support for advanced products and services to government employees.

• Assisted customers in making beneficial organizational decisions.

• Handled billing and service inquiries effectively.

• Resolved customer issues over the phone while promoting additional services and products.

• Contributed to the generation of new revenue lines.

• Managed high volume calls.

•

ANNE ARUNDEL

EMERGENCY DISPATCH OPERATOR Glen Burnie, MD November 1999 - March 2015

• Assessed and responded to emergency calls, dispatching relevant services

• Ensured accurate records of all calls and dispatches

• Trained new hires on emergency response systems and protocol

• Achieved required certifications, maintaining professional competency

• Innovatively entered data in Auto Pay Plus and II systems, driving productivity

• Maintained call-in schedules, ensuring seamless data flow

• Addressed payroll-specific issues, enhancing client trust and satisfaction

• Identified and rectified data entry errors, improving payment accuracy

• Managed application of unapplied payments to customer accounts

• Led payment processing to ensure swift and precise claim settlements

• Ensured adherence to company policies for regulatory compliance

• Supported data entry team, handling a variety of tasks.

• Managed approximately over 30 incoming calls a day BLUE CROSS AND BLUE SHIELD

Customer Service Representative Owings Mills, MD May 2019 - June 2019

• Was in training for customer care

SMARTPAIN MANAGEMENT

Customer Service Representative September 2013 - June 2015

• Responded to customer requests for services, and company information.

• Scheduled appointments

• Checked payments to make sure correct and current

• Calculated procedures updated accounts, and maintained detailed records of payments.

• Made sure correct insurance company was charged

• Identified and resolved discrepancies and errors in customer accounts.

• Responded proactively and positively to rapid change. EDUCATION

SKILLS

EMPLOYMENT GAP

• Collected information to be sure patient is with correct location so payment would be received. SOME COLLEGE (NO DEGREE) RADIOLOGIC TECHNOLOGY

The Community College of Baltimore County

Catonsville, MD May 1997

COSMETOLOGY LICENSE Cosmetology

Baltimore School of Hair Design

Baltimore, MD September 1986

HIGH SCHOOL DIPLOMA

Randallstown High School

Baltimore, MD June 1985

• Conflict Resolution

• Outstanding communication skills

• Technical Support

• Product Knowledge

• Team Collaborating

• Active Listening

• Problem Solving

• Data Entry

• Account Management

• Call center experience

• Empathetic and genuine

• File management

• Conflict resolution

• Inbound customer service

• Task prioritization

• Service-oriented self-starter

There was an year employment gap due to severe physical injury.

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