April M. Putney Johnson - Customer-Focused Professional with 14+ Years
Resume:
April M. Putney Johnson
**** ******** ****** ********, ** 23225
************@*******.***/*******************@*******.***
Objective
Skilled at communicating technical information in a concise and clear manner, self-motivated. Intuitive interpersonal skills: ability to think on my feet and use humor, to mix easily with people. Fourteen years’ experience relating to people of various ethnic, socioeconomic, & educational backgrounds. Twelve years’ experience with Microsoft Office Suite: Excel, Access, PowerPoint, and Word. Excellent customer service attitude and strong work ethic. CRISIS WAVE, TOVA, CPR/First Aid and carrying and usage of a firearm certification. Twenty plus years of direct and indirect customer service, along with data entry and insurance enrollments and verifications. Work Experience
Direct Support Professional - Community Living Coach Grafton Intergrated Health Network Richmond, VA March 2024 to July 2024
To know the SNAP (strengths, needs, abilities and preferences), outcomes and supports that assisted the individual in living a person centered life, based on the Individual Support Plan(ISP). Promoted individuals’ achievement of behavioral goals by implementing behavior strategies and teaching alternative behaviors and coping skills, as indicated in the person centered plan. Provided active education to help individuals achieve their outcomes and life choices. Collected and documented identified data, accurately and reliably. Documented services and support that was delivered, accurately and in a timely manner. Maintained a high level of positive reinforcing engagement with individuals. Supported implementation of daily schedules, driven by individuals’ preferences and choices. Customer Care Associate (Remote) Continuum Global Solutions- Verizon wireless - Richmond, VA April 2022 to November 2022
Actively listen to customers to understand concerns. Provide information about their current plans and products. Identify and position new solutions that align with their needs. Navigate through multiple computer applications with speed and accuracy.
Eligibility Worker (Remote) TalTeam - Richmond, VA February 2021 to June 2021 Received and screened applications and followed up with customers to gather any missing information. Verified income, calculates income, determines eligibility and processes case referrals. Displayed excellent communication skills, and an understanding of human behavior to establish an atmosphere in which all contacts with the agency are positive. Interacted with program participants on a regular, daily basis. Educated customers on basic program services and eligibility requirements. Worked with customers to meet and achieve program goals and/or maintain program services and eligibility.
April M. Putney Johnson
6100 Coniston Avenue Richmond, VA 23225
************@*******.***
Field Representative (Temporary Appointment) US Department of Commerce – US Census Bureau - Richmond, VA October 2019 to March 2021
Interviewed respondents to collect survey or census data as required for current, on-going surveys, one-time surveys, and special censuses. Responsible for communicating with respondents, supervisors, and other persons as appropriate. Read survey materials and conducted door-to-door surveys. Explained the purpose of the survey, asked questions as worded on the questionnaire or survey instrument, and entered accurate and complete information into a laptop computer or onto survey forms. Maintained personal payroll records that reflect hours worked, miles driven, and reimbursements for travel and communications claimed. Program Support Technician 22nd Century Technologies, Inc. (VA Dept of Health) - Richmond, VA June 2020 to August 2020
Reviewed and entered patient and lab information from HIV surveillance reporting forms and lab reports into the enhanced HIV/AIDS Reporting System (eHARS) database; identified new and existing patient records by conducting record searches in multiple confidential data systems; determined completeness and accuracy of information based on the Centers for Disease Control and Prevention (CDC) HIV infection case definition; and updates eHARS database. Actively engaged in data quality assurance and improvement by reviewing data for accuracy and completeness prior to data entry and comparing paper forms and electronic records; addressing issues noted in QA reports; assisted team members with eHARS data cleaning, contacting other state health departments when needed to resolve data discrepancies or quality issues or to identify if clients were diagnosed with HIV/AIDS in other states. Assisted the team in documentation or tracking of QA efforts, and/or update/review of training materials, prepare meeting minutes, reports, and update forms. Adapted to special situations, competing priorities, requests for special projects; and engages in internal and cross-team collaborations. Provided general administrative and clerical support to the Regional Epidemiology Consultants (EC); and incorporated the Division of Disease Prevention's security & confidentiality processes and procedures into daily responsibilities Customer Care Representative I Mindlance (Anthem) - Richmond, VA October 2019 to January 2020
Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Analyzed problems and provided information/solutions. Operated a PC/image station to obtain and extract information, documents information, activities and changes in the database. Thoroughly documented inquiry outcomes for accurate tracking and analysis. Developed and maintained positive customer relations and coordinated with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Researched and analyzed data to address operational challenges and customer service issues. Provided external and internal customers with requested information. Under immediate supervision, receives and places follow-up telephone calls / emails to answer customer questions that are routine in nature. Used computerized systems for tracking, information gathering and troubleshooting. Required limited knowledge of company services, products, insurance benefits, provider contracts and claims. Seeks, understands and responds to the needs and expectations of internal and external customers. Required to meet department goals. April M. Putney Johnson
6100 Coniston Avenue Richmond, VA 23225
************@*******.***
Customer Care Associate Randstad US, LLC (Conduit) - Richmond, VA December 2018 to March 2019
Assisted with enrolling Virginia residents in the Medicaid program. Operates a PC/image station to obtain and extract information, documents information, activities and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Researches and analyzes data to address operational challenges and customer service issues. Provides external and internal customers with requested information. Customer Support Representative II (Seasonal) CorTech International, LLC (UPS) - Richmond, VA November 2018 to December 2018
Ensured delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. First point of customer contact for general inquiries like pricing, products, scheduling etc. Built and maintained business relationships with clients by providing prompt and accurate service to promote customer loyalty.
Direct Support Professional Good Neighbor Community Services Richmond, VA July 2017 to April 2018 Duties included providing supervision and guidance for residents during skills building activities. Developed and implemented individual treatment plans for residents. Assisted with daily living activities, including preparing meals and assisting with personal hygiene. Developed a rapport with residents and cultivated a safe and supportive relationship. Updated resident case notes daily observe and documents progress and behavior in the Record System and attends scheduled staffing and mandatory training sessions. Always ensured an appropriate staff- to-client ratio. Temporary Administrative Assistant The Outreach Foundation - Petersburg, VA March 2017 to December 2017
Duties included directing all incoming telephone calls to the proper individual. Directed all visitors at The Outreach Foundation, as necessary. Distributed incoming mail, faxes, deliveries, etc. to the proper individual. Post all outgoing mail. Maintained a neat and organized work area in the Reception area and Records Room. Filing, typing documents, and other basic administration duties as directed. Ordered office supplies as needed. Other duties assigned by HR Manager or CEO.
April M. Putney Johnson
6100 Coniston Avenue Richmond, VA 23225
************@*******.***
Customer Service Representative I (Medicare & Marketplace) General Dynamics Information Technology - Chester, VA May 2015 to October 2015 & November 2010 to June 2011 Provided knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre- scripted responses which they must read verbatim to provide basic general and claims specific information. Followed established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries. Utilized standard technology such as telephone, e-mail, and web browser to perform job duties. Assisted caller with filling out an online application and submitting it electronically to the plan provider for processing. Completed basic call log related to the phone. inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller. Referred calls as required to Customer Service Representative II. Maintained upto-date knowledge of CMS regulations and policies as they apply. Reported problems that occur via the online system so they can be addressed by the appropriate parties. Responded to telephone inquiries within the set departmental staffing and time parameters. Performed other related duties as assigned.
Job Coach Hargrove, Oliver and Parker Enterprises(H.O.P.E) C.P.A. Services - Richmond, VA October 2008 to April 2010
Primary responsibilities were to work in conjunction with other personnel, in order to provide services including life skills, employment skills, crisis intervention, and training to youth. Responsible for providing services to assist the youth to meet the goals and objectives of the service plan as it relates to life skills and employment. Provided directions to clients, to perform daily household chores, upkeep of personal hygiene, and to ensure that medications were taken in a timely fashion. Monitored behavior, moods, and interactions with others within the independent living setting, when out in public either as a group or one on one during household and personal shopping, visiting with other clients, family members or businesses, and social activities throughout the community. Documented daily reports and/or any incidents that might have occurred during the shift, which are passed onto the next shift. Controlled the dispensing of medications, cleaning materials and food when necessary. Administrative Assistant/Shipping & Receiving Clerk Captive Plastics, Inc. (temporary assignment) - Richmond, VA April 2007 to August 2007
Oversaw and maintain efficient operations in the Shipping department when the Shipping/Receiving Supervisor was not present. Prepared daily production job packets for 22 production lines and produced box labels used to identify each individual production order for each production line. Assisted with inventory control, ordered office supplies, and ran errands for the department. Prepared all products for shipment using approved materials and procedures. Prepared all supporting documentation for shipment of products. Arranged for shipments of all products using approved vendors. Requisitioned all necessary materials used in the shipping and receiving area and kept accurate records of the same. Maintained shipment as per the daily production schedule. Interacted with other departments when problem solving. April M. Putney Johnson
6100 Coniston Avenue Richmond, VA 23225
************@*******.***
Direct Care Staff White Oak Homes II, Inc. - Mount Olive, NC March 2006 to January 2007 Primary responsibilities were to work in conjunction, with other personnel, in order to provide services including life skills, employment skills, crisis intervention, and training to youth. Responsible for providing services to assist the youth to meet the goals and objectives of the service plan as it relates to life skills and employment. Provided directions to clients, to perform daily household chores, upkeep of personal hygiene, and to ensure that medications were taken in a timely fashion. Monitored behavior, moods, and interactions with others within the independent living setting, when out in public either as a group or one on one during household and personal shopping, visiting with other clients, family members or businesses, and social activities throughout the community. Documented daily reports and/or any incidents that might have occurred during the shift, which are passed onto the next shift. Controlled the dispensing of medications, cleaning materials and food when necessary. Transportation Security Screener US Dept. of Homeland Security, Transportation Security Administration - Richmond, VA August 2002 to November 2004
Provided frontline security and protection of air travelers, airports, and airplanes. Responsible for identifying dangerous or deadly objects in baggage, cargo, and passengers, and preventing those objects from being transported onto aircraft. Performed the essential security mission in a courteous and professional manner. Used diverse, cutting edge electronic detection and imaging equipment.
Office Services Assistant, Patient Access Services VCU Health Systems - Richmond, VA March 1991 to October 1999
Obtained demographic, financial, and medical information on incoming patients. Notified the insurance companies of patient admissions, obtained pre-certifications on admissions, verified benefits and eligibility. Obtained signatures on required forms. Escorted patients to testing areas or to their rooms. Assisted the Emergency Room Registration department and assigned beds to patients according to their medical conditions. April M. Putney Johnson
6100 Coniston Avenue Richmond, VA 23225
************@*******.***
Reference upon request
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