Summary
Overview
Work History
Education
Skills
Timeline
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Kirstein Johnson

Chicago

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.

Overview

11
11
years of professional experience

Work History

Member Service representative

Zing healthcare
03.2022 - Current
  • Respond promptly and professionally to member inquiries via phone, email, and chat. Handle complaints with empathy and efficiency, aiming for first-contact resolution. Assist members with account updates, service changes, and general information requests. Provide guidance on benefits, policies, and procedures to ensure member satisfaction. Investigate member-reported issues thoroughly, using internal systems and resources. Collaborate with other departments to resolve complex or technical problems. Escalate cases when necessary, ensuring timely follow-up and resolution. Document all interactions and resolutions accurately for future reference. Follow organizational policies and industry regulations, including HIPAA, GDPR, or other relevant standards. Maintain strict confidentiality of member data and sensitive information. Participate in regular training to stay updated on compliance requirements. Report any potential breaches or irregularities to appropriate channels.

CUSTOMER SERVICE REPRESENTATIVE

Evolent Healthcare
09.2019 - 04.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Assisted customers with setting appointments, special order requests, and with picking the correct medical care provider. Answered customer telephone calls promptly to avoid on-hold wait times.

ENROLLMENT SPECIALIST

Iowa Medicaid Enterprise
01.2017 - 08.2019
  • My responsibilities were to review clients applications for services. Communicated effectively via telephone, email and in person with prospective customers. Updated, entered and reviewed customer data. Created and followed call scripts and flows to maximize effectiveness. Finalized and processed enrollment applications. Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.

PAYROLL SPECIALIST

Automatic Data Processing
04.2016 - 11.2016
  • My responsibilities were to help clients with any discrepancies found on their paychecks, tax forms, And any other payouts that were administered by ADP. I performed outbound calls as well as received inbound calls from clients needing further assistance with discrepancies on the paycheck/ pay documents. I worked closely with the client's employer to ensure that all the information inputted on the pay documents were accurate and administered in a timely fashion so that the clients could be on the correct payroll schedule. Verified and submitted timekeeping information for accurate and efficient payroll processing. Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.

CSR 1

EQUIFAX
08.2014 - 03.2016
  • My responsibilities were to send our clients out their w2 documents, 1095c documents, and 1099Rs if they never received them by their employers or if there was a change of address. I did so by either getting them signed up on the web portal where they could download the documents themselves and save it on any electronic device of choice, or I sent the documents out by USPS mailing services to the correct address. I performed soft credit checks and identification verification to ensure that the tax forms were delivered/ transferred safely to the correct client. Answered customer telephone calls promptly to avoid on-hold wait times.

Education

High School Diploma -

Crete Monee Highschool
Crete, IL
05.2014

Skills

  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • CRM Software
  • Customer Retention Strategies
  • Courteous with Strong Service Mindset
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Data Entry and Maintenance
  • Responding to Difficult Customers
  • Multitasking and Prioritization
  • Call center experience
  • Customer support

Timeline

Member Service representative

Zing healthcare
03.2022 - Current

CUSTOMER SERVICE REPRESENTATIVE

Evolent Healthcare
09.2019 - 04.2021

ENROLLMENT SPECIALIST

Iowa Medicaid Enterprise
01.2017 - 08.2019

PAYROLL SPECIALIST

Automatic Data Processing
04.2016 - 11.2016

CSR 1

EQUIFAX
08.2014 - 03.2016

High School Diploma -

Crete Monee Highschool

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Kirstein Johnson