Ronneshia Johnson
Mount Juliet
Summary
Senior Customer Service Specialist experienced in managing complex customer inquiries and resolving conflicts to drive customer satisfaction. Enhanced efficiency by streamlining processes and improving overall customer experience through effective problem-solving and communication skills. Demonstrated leadership capabilities while fostering meaningful relationships with customers in both team and independent settings.
Overview
3
3
years of post-secondary education
14
14
years of professional experience
Work History
Billing/Senior Customer Service Specialist
Shelton
Nashville
09.2025 - 07.2026
- Resolved complex customer issues through effective communication and problem-solving techniques.
- Resolved customer complaints promptly and efficiently.
- Managed customer inquiries using company-specific CRM software to ensure accurate information delivery.
- Collaborated with team members to streamline service processes and enhance customer satisfaction.
- Assisted in implementing new service protocols that improved response times and efficiency.
- Conducted regular follow-ups with customers to ensure satisfaction and gather feedback on services.
- Analyzed customer feedback data to identify trends and recommend improvements to management.
- Trained new staff on best practices in customer service and company policies for consistency.
- Developed training materials to support ongoing employee development and knowledge retention.
Insurance Processor and Biller
Performant Financial Corporation
06.2019 - 09.2024
- Located and notified guarantors and third-party payors of delinquent accounts to solicit payment and update Coordination of Benefit Information.
- Processed initial billing and rebilling while accurately posting payments and adjustments.
- Maintained detailed records of collections and monitored the status of accounts.
- Utilized knowledge of third-party payor procedures and collection techniques as an Aetna specialist.
- Obtained HIPAA certification and ensured the protection of patient privacy in compliance with regulations.
- Accurately and timely create customer Quotes/invoices
- Communicate with internal and external customers regarding in-depth or complex billing issues and billing accuracy
- Resolved billing issues and verified coverage details by analyzing monitoring reports.
Customer Service Representative
Cigna Health Springs
01.2018 - 03.2019
- Handled customer inquiries, complaints, billing questions, and payment extension/service requests; calmed angry callers, repaired trust, located resources for problem resolution, and designed optimal solutions.
- Resolved customer service issues through phone calls and emails, providing effective solutions.
- Trained providers and office staff on contracts, policies, and procedures for Medicare and Medicaid.
- Troubleshot claims issues for providers, facilitating timely resolutions and enhancing provider satisfaction.
- Identify and resolve claims issues by analyzing relevant information and collaborating with stakeholders. for providers
- Conduct thorough investigations of grievances to understand issues raised by clients or customers.
- Generated and qualified sales opportunities by identifying potential coverage needs.
Customer Service Representative
Jackson National Life Insurance Company
08.2015 - 11.2017
- Handled high-volume workload effectively, ensuring timely resolution of customer inquiries.
- Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Became the lead 'go-to' person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
- Completed voluntary customer service training to enhance customer satisfaction and contribute to team performance.
- Providing independent resolution regarding account issues or concerns from customers
- Managing relationships with customers, prospective customers and independently acquiring new accounts/customers
- Resolved account issues for customers to ensure satisfaction and retention.
Customer Service Rep
Genesco/ Multi-Media
04.2012 - 04.2015
- Handled customer inquiries, complaints, and billing questions while placing customer orders online and over the phone.
- Identify and assess customer needs, to resolve customer issues and ensure superior customer satisfaction.
- Managed constant incoming interactions through effective multi-tasking to enhance customer experience.
- Built personal connections and established trusting relationships to ensure customer retention and loyalty.
- Use trained methods and tools to provide customers with accurate, valid, and complete information.
- Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions.
- Developed strong personal connections with customers to enhance their experience. and establish trusting relationships to ensure customer retention and maintain customer loyalty.
- Follow and promote all company policies, guidelines, procedures, and expectations.
Education
Associate of Applied Science - Medical Assistant
Draughan’s Junior College
Nashville, TN 05.2007 - 12.2009
Diploma -
Wilson Central High School
Skills
- Professional Demeanor
- Excel
- Salesforce
- Sharepoint
- Active Listening
- Main CRM's
- Empathy
- Patience
- Adaptability
- Practice Expertise
- Computer Proficiency
- Problem Solving
- Multi Tasking
- Customer Focus
- Customer Service
- Data Entry Skills
- Listening
- Phone Skills
- Verbal Communication
- Building Relationships
- People Skills
- Interpersonal Savvy
- Problem Solving
- Multitasking
- Customer Care
- CSR
- Call Center
- CRM software
- Billing
- Quote management
- Quote processing
- Administration
- Sales management
Timeline
Billing/Senior Customer Service Specialist
Shelton
09.2025 - 07.2026
Insurance Processor and Biller
Performant Financial Corporation
06.2019 - 09.2024
Customer Service Representative
Cigna Health Springs
01.2018 - 03.2019
Customer Service Representative
Jackson National Life Insurance Company
08.2015 - 11.2017
Customer Service Rep
Genesco/ Multi-Media
04.2012 - 04.2015
Associate of Applied Science - Medical Assistant
Draughan’s Junior College
05.2007 - 12.2009
Diploma -
Wilson Central High School