LATREVEON JOHNSON
Hancock Claims Consultants
LOGANVILLE
11
years of professional experience
Customer Service Lead experienced in complaint resolution, account management, and interdepartmental communication. Delivered impactful training to teams and enhanced workflow consistency while providing accurate customer support. Managed department operations and escalated issue resolution by coaching teams and coordinating with adjusters to ensure timely customer updates.
Work History
Customer Service Lead
5 Years 5 Months- Led customer service team handling claims inquiries, scheduling, and issue resolution.
- Trained representatives on service standards, claim workflows, and escalation procedures.
- Coordinated communication between policyholders, adjusters, and field inspectors.
- Monitored case queues to ensure timely updates and accurate claim documentation.
- Resolved escalated service issues with clear follow-up and professional guidance.
- Improved team consistency through coaching, process reinforcement, and quality checks.
- Supported workflow efficiency by balancing priorities across multiple active claims.
- Maintained accurate records while protecting service quality and customer satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
Customer Service Representative
2 Years 6 Months- Resolved patient inquiries regarding appointments, benefits, billing, and coverage with accurate, empathetic communication.
- Verified insurance eligibility and coordinated claim status updates using healthcare scheduling and patient record systems.
- Documented service requests, complaints, and resolutions in compliance with HIPAA and internal procedures.
- Guided callers through registration, authorization, and referral requirements to reduce service delays.
- Escalated complex account issues to appropriate departments while maintaining clear follow-up and ownership.
- Tracked recurring service concerns and recommended workflow improvements to strengthen response consistency.
- Supported team members with policy updates, system navigation, and customer service best practices.
- Maintained accurate patient information, call notes, and case histories across multiple administrative platforms.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Customer Service Representative
2 Years 2 Months- Resolved customer inquiries through email and chat, ensuring accurate information and timely follow-up.
- Reviewed account details and order information to deliver consistent, accurate support.
- Documented service requests in CRM systems, maintaining clear case notes and communication history.
- Escalated complex issues to internal teams, coordinating resolution and customer updates.
- Guided customers through troubleshooting steps, reducing repeat contacts and improving satisfaction.
- Trained new representatives on service procedures, documentation standards, and response expectations.
- Monitored case queues to prioritize urgent requests and maintain workflow efficiency.
- Improved support processes by identifying recurring issues and recommending knowledge base updates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma
Skills
Customer complaint resolution
Business writing
Payment dispute resolution
Department operations
Account management
Team leadership
Operational management
Payment processing
Cash handling
Inventory control
Service process optimization
Timeline
Customer Service Lead
Hancock Claims Consultants
05.2021 - CurrentRead More
Customer Service Representative
Innodata
11.2018 - 05.2021Read More
Customer Service Representative
WHILPOOL
01.2016 - 03.2018Read More
LITHONIA
High School Diploma
Read More