Customer Service Rep

MELANIE JOHNS

PROFILE

Organized, dedicated, and ambitious Customer Service professional with excellent attention to detail with over 10+ years of experience in telephone customer service, including collections, healthcare, insurance, and customer care. Familiar with customer service software, conflict resolution, and possesses a positive attitude. EXPERIENCE

June 2023 –

June 2025

Licensed Insurance Service Agent Goosehead Insurance Westlake, TX

• Utilized CRM software and maintained accurate records to manage client relationships, track policies, and improve efficiency.

• Processed policy changes, assisted with identification cards and declaration pages, ensured compliance, and conducted needs analysis to advise clients on optimal products.

• Provided exceptional service to clients, maintaining high client retention scores and resolving inquiries and complaints effectively. July 2019 –

January 2021

Customer Service Rep IQOR Holdings Plano, TX

• Managed 50+ inbound/outbound phone calls daily to resolve Capital One customer’s questions or concerns related to their bills and corrected errors/refunds when applicable.

• Maintained notations of phone calls and correspondence payments from customers and accurately tracked customer’s accounts.

• Provided 98% satisfaction rate through high-quality customer service to responsible parties by resolving delinquent accounts, explaining billing statements, and establishing payment plans to ensure accounts were settled in a timely manner.

September 2013 –

October 2018

Customer Service Rep Towers Watson One Exchange Richardson, TX

• Managed 75+ outbound/inbound calls from customers seeking assistance with troubleshooting issues regarding enrollment, funding qualifications, Medicare regulations, and meeting client specific enrollment.

• Consistently met performance benchmarks in all areas (speed, accuracy, and volume) and commended for initiative, intense customer focus, and dependability in performance reviews.

• Maintained broad knowledge of policies, regulations, policies, and other prominent issues through management communications, meetings, and formal training

EDUCATION Wylie High School 1991 Graduate

KEY SKILLS AND CHARACTERISTICS

· Technical Proficiency (IRIS, Citrix, Microsoft Office Suite, 40 WPM Typing Speed)

· Adaptability

· Research Expertise

· Strong Interpersonal Skills

· Excellent Communication

· Analytical and Problem-Solving

Abilities

· Emotional Intelligence

· Active Listening

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