Johnnita Spencer
Machesney Park
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
12
12
years of professional experience
Work History
Customer Service Representative Specialist
United Healthcare Group
10.2022 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Generated, posted and attached information to claim files.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
Direct Care Staff Member
Milestone Inc
12.2016 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Documented client progress and services performed, reporting changes in client condition to manager or supervisor.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Administered medication as directed by physician.
Assistant Program Director
YWCA
08.2021 - 09.2022
- Managed human resource goals by recruiting, training, coaching and disciplining employees.
- Revised policies and developed and implemented training programs to increase productivity of organization.
- Exceeded productivity, quality and customer service standards by resolving problems, completing audits, identifying trends and determining system improvements.
- Updated director about project status, updates and concerns on daily basis.
- Promoted good behavior with positive reinforcement methods.
- Developed age-appropriate activities and crafts to engage children.
- Provided emotional support and guidance to children during difficult times.
Residential House Manager
Opportunity House Inc
12.2019 - 07.2021
- Assisted residents with daily hygiene and living tasks.
- Managed all intake and discharge paperwork and procedures for residents.
- Managed day-to-day operation of home to comply with regulations and agency standards.
- Scheduled and coordinated staff meetings to discuss policies, procedures and goals.
- Trained and supervised staff on proper cleaning techniques, safety protocols and customer service to increase quality standards.
- Developed and maintained positive relationships with guests, vendors and other external partners to establish rapport.
Forklift Operator
Lowes Distribution Center
02.2017 - 06.2019
- Operated forklift in compliance with OSHA guidelines and organizational policies.
- Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Maneuvered forklift safely using appropriate load rates and maintaining clear visibility of work areas.
Direct Care Professional
REM Iowa
07.2011 - 07.2015
- Maintained clean, safe, and well-organized patient environment.
- Supervised daily activities and provided assistance to staff.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted disabled clients to support independence and well-being.
Education
Diploma - Human Resources Management
Rockford Career College
Rockford, IL06.2021
High School Diploma -
Auburn High School
Rockford, IL05.2010
Skills
- Call Management
- Data Collection
- Account Updating
- HIPAA
- Thorough Claims Reviews
- Insurance Claims
Timeline
Customer Service Representative Specialist
United Healthcare Group
10.2022 - Current
Assistant Program Director
YWCA
08.2021 - 09.2022
Residential House Manager
Opportunity House Inc
12.2019 - 07.2021
Forklift Operator
Lowes Distribution Center
02.2017 - 06.2019
Direct Care Staff Member
Milestone Inc
12.2016 - Current
Direct Care Professional
REM Iowa
07.2011 - 07.2015
Diploma - Human Resources Management
Rockford Career College
High School Diploma -
Auburn High School
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