Customer Care Service

Billy C. Johnson Jr

**** ******* *****, ****** *******, GA 30122

Home: 404-***-**** ***************************@*****.***

Professional Summary

High-Performance Business Professional with Systematic and Results-Driven Approach Proven producer with a unique combination of strategic thought leadership and analytical proficiency to center organizational focus on value impact. Continuously monitor processes and generate metrics-based solutions to identify improvement areas.

Skills

Client strategies

Oral and written communication

National accounts

Networking skills

Client development Customer service

Business development

Work History

Aug 2023-Sept 2024 – Customer Care Representative

Cognizant Technology Solutions

Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.

Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.

Technical background and ability to learn and absorb technology quickly.

Great written and verbal communication skill.

Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.

The ability to communicate effectively with people at all levels.

The ability to have difficult conversations with customers.

The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.

Basic understanding of CSR Skills and business processes.

2 - 4 years working within an Customer Accounts environment

The ability to work as part of a team and on their own initiative.

May 2022-Sept 2023 Customer Service Representative

Enterprise Solutions, Inc.

Home based technology that is equipped with a Windows based operating system and high speed internet access in order to receive the agency's software applications required for candidates approved to telework •Compliance with State of GA teleworking policy requirements •Excellent oral, written, analytical, presentation and interpersonal communication skills •Strong proficiency in the use of Microsoft Office Suite and/or standard software applications typically used in a corporate office environment

Answer back to back calls and resolving issues

•Build a strong relationship with your customer

•When they hang up with you, they will have their issue completely resolved, and remember the great service they received

•Resolve the problem quickly and ensure situation does not escalateSpeaking clearly with empathy in both positive and negative ituationsommunicate clearly and effectively

•Multi-task while on the phone – resolve the issue while maintaining a short call time

August 2021-April 2022 Customer Care Representative I

Anthem Healthcare

Customer Care Representative

Customer Care Representative acts as a trusted advisor and educator on health care related inquires. Guide our customers to a better healthcare experience, working every day to make healthcare easy through the services provided.

Focused on proactively resolving our members and/or providers questions and concerns using computer based resources to find answers

Guide members and providers with their healthcare needs by explaining benefits, solving claim concerns, helping find a doctor via telephone calls, online chats or e-mails.

Partner internally to create a seamless experience for our customers and resolve potential issues.

August 2019 – July 2021 Agent 2

DHS/Division of Child Support Services

Primary Responsibilities

•Establishes child support obligations and ensures that such obligations are met. •Communicates with clients and other constituents via telephone, email, correspondence and direct contact to ensure that support obligations are met. •Performs other professional responsibilities as assigned by supervisor.

Core Competencies:

•Home based technology that is equipped with a Windows based operating system and high speed internet access in order to receive the agency's software applications required for candidates approved to telework •Compliance with State of GA teleworking policy requirements •Excellent oral, written, analytical, presentation and interpersonal communication skills •Strong proficiency in the use of Microsoft Office Suite and/or standard software applications typically used in a corporate office environment

January 2017 – July 2019 Customer Service Representative

Sykes Enterprises

Use empathy, patience and resilient nature to resolve issues. Provide each caller guidance and troubleshooting, all while maintaining a strong brand presence with all customers goal is to satisfactorily resolve the customer's need at the end of each interaction.

•Answer back to back calls and resolving issues

•Build a strong relationship with your customer

•When they hang up with you, they will have their issue completely resolved, and remember the great service they received

•Resolve the problem quickly and ensure situation does not escalate

•Speaking clearly with empathy in both positive and negative situations

•Communicate clearly and effectively

•Multi-task while on the phone – resolve the issue while maintaining a short call time

01/2011-05/2016 Records Administration

Georgia Department of Corrections – Jackson, GA

Reviewed and analyzed the institution and security level assignments for inmates. assessed diagnostic, behavioral, medical, and historical data on current inmates.

conducted research on current inmates, to identify those that met a particular criteria. Provided bed space at GA. Dept. of Correction facilities for jail backlog reduction.

Provided release eligibility from Board of Pardons and Paroles.

10/2002 to 12/2010Extradition Specialist

State of Georgia/Office the Governor – Atlanta, Georgia

Received and completed over 500 extradition requests yearly, submitted by the 159 County District Attorney's Offices of Georgia, as well as the other respective Governor's Offices in the Continental U.S.

Implemented new procedures for the processing of Governor's Warrant and Requisitions presented for the extradition fugitives nation wide, and presented all documents to the Governor to be executed and completed.

Managed the Governor's Reward Program which offered cash incentives to individuals who assistance with the completion of unsolved homicides.

Delivered a presentation to the National Association of Extradition Officials reviewing the process, policies and procedures, to the Prosecuting Attorneys Council, and Presiding Circuit Court Judges.

Education

Bachelor of Arts: Business Administration

Tennessee State University - Nashville, TN

Business Administration

2017 Associate of Applied Science: Real Estate

Taylor Made Realty - Atlanta, GA

Membership

Georgia Film, Music & Video Advisory Commission-Board Member; Kappa Alpha Psi Fraternity, Inc.

Computer Skills Access, Excel spreadsheets, MS Office, PowerPoint, Oracle, SAP, Sharepoint

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