Autanzia Johnson
Stone Mountain
Summary
Senior Customer Support Advisor with 6+ years handling high-volume multi-channel customer interactions and complex account resolutions. Manages 80+ daily contacts while maintaining accurate CRM records, supporting escalations, and meeting productivity and quality metrics. Seeks to apply strong case documentation and compliance awareness to improve retention and operational efficiency.
Overview
6
6
years of professional experience
Work History
SENIOR CUSTOMER SUPPORT ADVISOR
TTEC
11.2024 - 03.2026
- Managed high-volume inbound and outbound phone, chat, and email support, resolving customer inquiries and account issues in a fast-paced environment
- Documented interactions in CRM systems (Zendesk), ensuring accuracy, compliance, and proper case tracking across workflows
- Handled 80+ daily contacts while maintaining strong communication, problem solving, and quality assurance standards
- Supported escalations, follow-ups, and customer retention efforts while meeting productivity and performance metrics
- Resolved complex billing disputes using Zendesk ticketing, cutting average resolution steps per case.
- Remote
CLAIMS PROCESSOR
MedQuest
03.2023 - 11.2024
- Processed high-volume claims and service requests with a focus on data accuracy, documentation review, and system updates
- Investigated discrepancies, completed account reviews, and resolved issues through research and cross-team coordination
- Managed queue-based workflows independently, meeting turnaround times and productivity expectations
- Maintained detailed records while supporting compliance, reporting, and overall workflow efficiency
- Communicated claim status and appeal steps to providers by phone and email, reducing follow-up escalations.
- Remote
ACCOUNT RESOLUTION COORDINATOR
PARTNERSHIP FOR COMMUNITY ACTION, INC
01.2022 - 03.2023
- Responded to client inquiries across phone, chat, and email, resolving account issues and service-related concerns
- Assisted with intake, verification, and onboarding processes while maintaining accurate documentation and records
- Tracked requests and updated case notes within internal systems to support workflow visibility and service continuity
- Delivered timely follow-ups and issue resolution, contributing to customer satisfaction and retention
- Negotiated account credits and payment plans with customers to recover revenue while preserving relationships.
- Remote
PATIENT Coordinator
C&C Health Care
08.2020 - 01.2022
- Provided advanced technical troubleshooting for system access, navigation, and workflow-related issues in a remote environment
- Resolved escalated support tickets requiring deeper system knowledge and cross-team coordination
- Maintained electronic records and ensured accurate data entry across multiple internal platforms
- Identified recurring system issues and supported process improvements through documentation and follow-up.
- Remote
Education
High School Diploma -
Georgia Southwestern Institute Of Education
Albany, GA05.2010
Skills
- Customer support, CRM systems, Data entry, Case documentation, Queue management, Multi-channel support, Issue resolution, Quality assurance, Compliance awareness, Account review, Workflow coordination, Ticketing systems, Sales support, Customer retention, Upselling and cross-selling, Relationship management, Remote collaboration, Time management, Attention to detail, Process adherence
Timeline
SENIOR CUSTOMER SUPPORT ADVISOR
TTEC
11.2024 - 03.2026
CLAIMS PROCESSOR
MedQuest
03.2023 - 11.2024
ACCOUNT RESOLUTION COORDINATOR
PARTNERSHIP FOR COMMUNITY ACTION, INC
01.2022 - 03.2023
PATIENT Coordinator
C&C Health Care
08.2020 - 01.2022
High School Diploma -
Georgia Southwestern Institute Of Education