Yasmin Johnson
Customer Support Specialist at AgVantis, Inc.- Claim this Profile
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Topline Score
Bio
Credentials
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Lean Six Sigma Yellow Belt
Advanced Innovation Group Pro Excellence (AIGPE™)Aug, 2023- Nov, 2024
Experience
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AgVantis, Inc.
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United States
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Software Development
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1 - 100 Employee
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Customer Support Specialist
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Aug 2022 - Present
• Handle web tickets in Salesforce regarding accounting software • Oversee Incident Management Process • Manage Credit Bureau Dispute Response Process • Document cases within Service Cloud with accurate step-by-step information, including what the expected result will be, and if escalated, ensure the information is summarized, so the next tier has a clear understating of the problem for a faster resolution time • Deliver prompt and professional solutions for customer inquiries and internal requests via phone or email • Analyze and summarize issues to prepare appropriate solutions/clarifications to respond to customers • Document steps taken in the test environment before any production changes are made, including loan maintenance tool changes based on procedures in Knowledge Base Articles, ensuring proper approval has been given • Write Knowledge Base Articles • Follows Escalation procedures based on Support and Escalation documents • Answers all calls, emails, and Salesforce cases promptly and professionally • Provides First Contact Resolution • Perform tier 1 troubleshooting for accounting software issues • Follows up with customer to ensure the issue(s) are resolved and they are satisfied with the outcome Show less
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Wolters Kluwer
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Netherlands
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Information Services
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700 & Above Employee
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Senior Customer Service Representative
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Aug 2019 - Aug 2022
• Complied with IRS tax filing guidelines • Selected for mentorship program for new hires • Subject Matter Expert for account reconciliations • Worked on a cross-functional team with Sales to look for gaps in timely resolution and customer satisfaction • Acted as a liaison between clients and other departments, including Accounts Receivable, Order Management, and Sales • Performed conference calls using visual aids such as Microsoft Word, Excel, and PowerPoint with Sales associates and customers regarding escalated issues • Worked on complex billing issues concerning contract sales agreements • Explained complex issues to clients and sales reps • Acted as a customer advocate • Received inbound calls, chats, and web tickets regarding tax software subscriptions • Processed payments on subscriptions • Updated billing and shipping addresses • Processed Firm Name changes in Master Data Tool • Processed administrator changes in the Single Sign-On tool • Emailed invoices • Processed account reconciliations • Performed tier 1 troubleshooting software issues • Submitted credit requests Show less
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Delta Dental of Kansas
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United States
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Insurance
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1 - 100 Employee
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Customer Service Representative
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Jun 2015 - Aug 2019
• Developed and implemented training documentation for new hires • Trained new hires • Provided mentorship for new hires • Received inbound calls regarding dental benefits and provided claim and eligibility status • Analyzed determining factors for unpaid claims • Assisted with address changes, ordering id cards, preparing and mailing certificates of creditable coverage letters, and coordination of benefits letters • Reviewed and safeguarded PHI • Explained benefits, claim denials and pre-determination requests • Assisted customers with locating in-network providers • Responded to correspondence received via fax and email • Processed correspondence promptly • Forwarded coordination of benefits letters to the COB department for an update • Submitted documents containing PHI to Dental Consultant for review • Mailed contractual denial letters where applicable Show less
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Kelly
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United States
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Staffing and Recruiting
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700 & Above Employee
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Quality Assurance Tester
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Oct 2014 - Dec 2014
• Received inbound calls in a call center setting regarding billing questions, • Upgraded existing services and offered new services and products. • Provided technical assistance for internet, • Scheduled service calls, • Processed changes of responsibility • Received inbound calls in a call center setting regarding billing questions, • Upgraded existing services and offered new services and products. • Provided technical assistance for internet, • Scheduled service calls, • Processed changes of responsibility
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Cox Communications
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United States
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Telecommunications
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700 & Above Employee
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Account Services Representative
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May 2014 - Aug 2014
• Received inbound calls in a call center setting regarding billing questions, • Upgraded existing services and offered new services and products. • Provided technical assistance for internet, • Scheduled service calls, • Processed changes of responsibility • Received inbound calls in a call center setting regarding billing questions, • Upgraded existing services and offered new services and products. • Provided technical assistance for internet, • Scheduled service calls, • Processed changes of responsibility
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Medicine AI
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United Kingdom
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Software Development
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400 - 500 Employee
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Account Services Representative
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Oct 2011 - May 2014
• Received inbound calls in a call center setting to investigate adjudication of claims. • Familiar with durable medical equipment and located in network providers • Provided claim, appeal and preauthorization status to providers and members. • Answered billing questions • Provided benefit explanations • Issued id cards • Processed primary care provider changes, • Processed name and address changes, • Performed in network provider searches • Ordered certificates of creditable coverage letters, • Mailed explanations of benefits to members and remittance advices to providers, • Updated and explained coordination of benefits Show less
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Education
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2020 - 2022
Strayer University
Master of Business Administration - MBA, Public Administration -
2017 - 2019
Strayer University
Bachelor's degree, Criminal Justice/Law Enforcement Administration -
2015 - 2016
National American University
Associate of Science (A.S.), Criminal Justice/Police Science
Community
