1. Whitney Johnson
Leadership and Operations Training & Development
Whitney.johnson87@gmail.com | (281) 673-9070
PROFESSIONALPROFILE A dedicated professional with an experience in corporate training,
employee development, customer service, health care, and management. Specialize in ability to multi-task
and complete time sensitive projects, relates well to diverse groups of people with an ability to quickly
engender trust and confidence, and communication.
KEY COMPENTENCIES
 Curriculum design
 Developing direct reports
 Team building
 Directing others
 Customer service
 Coaching
 Problem Solving
 Client relations
 Quality Management
 Process improvement
 Communication
 Adaptability
PROFESSIONALEXPERIENCE
Platinum Provider Service Rep | United Health Care 05/2012-Present
Answer incoming provider calls, analyze and identify the provider’s service issue (i.e. benefit and
eligibility, billing and payments, authorizations for treatment and explanation of benefits-EOBs).
Focus on developing a strong relationship with the caller by providing personal contact
information, dedicated facsimile number, 48 hour provider follow up call, and owning the
resolution of the service issue.
Key Contributions
 Consistently exceeded all performance goals.
 Recognized as top performer for several months in a row based on performance and goal
attainment.
 Selected for platinum provider service team based on excellent customer service, and
performance.
Operations Trainer | ACS, a Xerox Company 05/2011-04/2012
Planned, organized and developed training materials that met specific needs for new hire classes.
Trained more than 80 employees to resolve customer conflicts Delivered operational,
compliance, and leadership training courses through blended delivery
methods (virtual classrooms, webinars, instructor-led).
Key Contributions
 Served as lead trainer for the team and in classroom, receiving 4.0 scores on a 5 point
scale.

2.  Mentored new hires, resulting in 3 being promoted.
 Rebuilt seasonal new hire training program.
 Managed customers and clients on daily basis, building rapportand retaining
relationships.
Supervisor | ACS, a Xerox Company 05/2011-04/2012
Managed team members and office responsibilities. Supervised and developed up to 25
people in office and production related environments Thrived in a fast-paced call center
environment that values an exceptional work ethic and integrity. Managed customers and
clients on a daily basis, building rapport and retaining quality relationships.
Key Contributions
 25 person team maintained 98% quality compared to quality goal of 94%.
 Maintained team attendance of 92% compared to goal of 90%.
 Selected for training new hires, based on leadership skills, and productknowledge.
Lead Quality Analyst | ACS, a Xerox Company 06/2009-05/2011
Create, schedule, and present new hire, group, and individual training based on learning
needs, including weekly learning enhancement training on call quality and customer service
excellence. Responsible weekly to monitor, score, and deliver call quality, including coaching
and follow up. Analyzes QA reports, and customer surveys to determine performance
improvement approaches and interventions. Served as a liaison between clients and staff to
resolve client’s problems and implement long and short term solutions.
Key Contributions
 Developed new quality standards for better quality performance and reliability.
 Increased call center quality by 20%.
 Exceeded call center quality goal by 3%.
 Recognized for excellent work ethic and results of quality improvement, promoted to
lead QA.