Sabbrina Johnson
Rapid City
Summary
Detail-oriented professional with over 15 years of experience in delivering exceptional customer service and claims review in high-volume call centers. Expertise in managing grievances within the healthcare sector, utilizing advanced knowledge of industry best practices. Strong communication skills combined with creative problem-solving abilities and effective multi-tasking. Proficient in various computer applications, authorized to work in the US for any employer.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
JMT Staffing
06.2025 - Current
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
Customer Service Representative
Cognizant Technology Solutions
09.2023 - 06.2025
- Provide exceptional support for applications and associated services
- Answer phone calls, chat, and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc...
- Meet and exceed service level goals.
- Utilize support tools and resources necessary to get the job done, including e-mail, chat, telephone, and Salesforce.
- Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.
Customer Service Advocate
Centene
11.2023 - 03.2024
- Position Purpose: Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.
- Respond to inquiries and complaints by email and phone using critical thinking and proactive problem-solving skills, contributing to timely, accurate and professional resolution to clients
- Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
- Mitigates and prevents complaints from being escalated to resolve in initial contact.
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
- Maintains performance and quality standards based on established contact center metrics
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
Medicare Customer Service Representative
MVP Health Care
09.2019 - 11.2022
- Explain Medicare Advantage plans, procedures, protocols, benefits, services, and any other necessary information to the members (and occasionally providers)
- Medicare Advantage experience with knowledge of the claims process both members and providers – The ability to explain claims and how they process. Having processing experience it’s helpful
- Respond to complaints by utilizing the departments' Complaint/Grievance Policy and Procedure
- Make all attempts to resolve all member requests, complaint/grievances, and assist member with their questions or concerns
Contact Center Team Lead
Maximus, New York State of Health Contact Center
08.2016 - 09.2019
- At the New York State of health, a Contact Center Team Lead is a subject matter expert responsible for floor support to the Consumer Service Specialist. A Team Lead is responsible for general quality control and provide real time coaching, acts as a point of contact in the supervisor’s absence, also requires handling escalated calls and answers inbound calls in times of high volume calls at the request of management.
Customer Service Assistant Manager
Ruby Gordon INC
10.2013 - 08.2016
- Maintained up to date knowledge of store policies regarding payments, returns and exchanges.
- Worked as a team member as well as individually. Managed and trained others, required little to no supervision. Performed cashier duties, product assistance and cleaning. Expressed appreciation and invited customers to return to the store. Processed merchandise returns and exchanges. Get customers approved for and processed financing. Assist Finance manager by billing companies in her absence. Assisted warehouse manager with delivery notifications and paperwork organization to customers.
- Performed store opening and closing duties, including counting cash drawers and checking all equipment for proper functioning. Addressed negative customer feedback immediately. Effectively managed departmental expenses to stay within allocated budget. Resolved customer questions, issues and complaints. Developed rapport with the customer base by handling difficult issues with professionalism. Recommended changes to existing methods to increase the accuracy and efficiency to all departments.
Education
High school diploma or GED - undefined
New York State Department of Education
New York State02.2004
Skills
- Computer skills
- Organizational skills
- Salesforce (1 year)
- Writing skills
- Customer service
- Microsoft Office
- Customer support
- Attention to detail (10 years)
- Product management
- SharePoint
- Microsoft Word (10 years)
- Typing
- Financial services
- Research
- Assistant Manager Experience (2 years)
- Data entry
- Microsoft Powerpoint
- Insurance sales
- Customer support experience within healthcare industry
- Communication skills
- Medical terminology
- Computer literacy (10 years)
- HIPAA
- Technical troubleshooting support
- Phone etiquette (10 years)
- Technical support
- Windows
- Microsoft Outlook (10 years)
- English
- Telemarketing
- Cash handling (2 years)
- Help desk
- Clerical experience
- Filing
- Customer communication
- IVR
- Software troubleshooting
- Administrative experience (10 years)
- Medical office experience
- Banking
- Accounting
- Time management (10 years)
Timeline
Customer Service Representative
JMT Staffing
06.2025 - Current
Customer Service Advocate
Centene
11.2023 - 03.2024
Customer Service Representative
Cognizant Technology Solutions
09.2023 - 06.2025
Medicare Customer Service Representative
MVP Health Care
09.2019 - 11.2022
Contact Center Team Lead
Maximus, New York State of Health Contact Center
08.2016 - 09.2019
Customer Service Assistant Manager
Ruby Gordon INC
10.2013 - 08.2016
High school diploma or GED - undefined
New York State Department of Education
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