CPAP & DME Customer Support Representative

BASIL V. JOHNSON Jr.

Tamarac, FL 786-***-**** *.**********@*****.***

PROFESSIONAL SUMMARY

Senior customer service professional with 15+ years in high-volume call-center operations supporting patients and policyholders. Experienced in CPAP/DME order intake, resupply coordination, and outbound patient outreach, with a strong record of accurate CRM documentation, payment handling, and HIPAA/CMS compliance. Known for high inbound close rates, dependable first-contact resolution, and clear patient communication. CORE SKILLS

• Customer Service Operations: Inbound & Outbound Calls, Call Center Operations, First Call Resolution (FCR), CSAT

/ Average Handle Time (AHT), Sales Conversion & Customer Retention, Upselling & Cross-Selling

• Transaction & Order Processing: Inbound Order Intake & Processing, Resupply Coordination, Payment Processing

• Systems & Technical Proficiency: CRM Systems (Brightree), Microsoft Office, Tier 1 Technical Troubleshooting, Patient Records / EHR Documentation, Collections Software

• Compliance & Industry Knowledge: CMS / HIPAA Compliance, Medicare Call Support, CPAP / DME Patient Support PROFESSIONAL EXPERIENCE

American Service Pets Jan 2026 – Present

Sales Agent (Contract) Miami, FL

• Convert roughly 100 of 150 daily inbound leads into completed ESA/PSA documentation sales through structured needs assessments and order intake.

• Process credit/debit payments and verify shipping data in CRM, maintaining accurate records across daily transactions.

• Reduce post-sale cancellations through clear expectation-setting and accurate documentation at point of sale. Good Night Medical Oct 2021 – Dec 2025

CPAP Customer Service Representative U.S. Remote

• Handled inbound patient calls to order CPAP equipment and supplies, processing orders and verifying patient information in Brightree with 99% accuracy while adhering to confidentiality standards.

• Conducted proactive outbound resupply reminder calls to patients due for replacement CPAP supplies, driving resupply compliance and recurring orders.

• Coordinated new-patient setups and order documentation in compliance with CMS and HIPAA requirements.

• Maintained accurate records of approximately 50 daily patient interactions in Brightree; used Microsoft Office to compile reports and track metrics.

• Addressed patient billing inquiries and resolved payment issues using collections software, coordinating follow-up on bounced payments via email and phone.

Integriant Solutions LLC Oct 2018 – Dec 2020

Medicare Enrollment Support Agent (AEP / OEP) Miami, FL

• Handled approximately 540 combined inbound and outbound Medicare calls per day across AEP, OEP, and special enrollment periods.

• Qualified prospects and transferred roughly 20 warm, eligible callers per day to licensed agents for plan enrollment, maintaining CMS and HIPAA compliance throughout.

• Educated callers on coverage, benefits, and costs to ensure clean, qualified transfers and reduce downstream cancellations.

Alorica Nov 2014 – Sep 2018

Technical Support / Customer Support Agent Miami, FL

• Resolved roughly 65% of approximately 185 daily hardware, warranty, and policy inquiries at first contact via phone and email.

• Maintained detailed CRM records across daily interactions, supporting audit readiness.

• Identified recurring issues and escalated patterns to improve handling of common problems. Call Center Pros Mar 2011 – Sep 2014

Customer Service Representative Bronx, NY

• Handled approximately 285 inbound service and technical calls per day, meeting AHT, QA, and CSAT targets.

• Delivered step-by-step troubleshooting for Brother printers and emailed written instructions to customers for recurring issues, enabling self-resolution and reducing repeat contacts.

• De-escalated high-tension calls using active-listening and conflict-resolution techniques to retain accounts and maintain customer satisfaction.

Cross County Home Services May 2004 – Dec 2010

Front Desk Agent New York, NY

• Managed inbound/outbound scheduling, billing, and complaint resolution. EDUCATION

Long Island University Brooklyn, NY

Business Management

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