Derrek Johnson
Star
Summary
Dynamic professional with over 10 years in customer service and claims support. Proven ability to implement effective training programs and streamline operations, leading to increased employee engagement and improved service quality. Ready to leverage expertise to foster team growth and drive operational success.
Overview
13
13
years of professional experience
Work History
Claims Support Services Supervisor
Blue Cross of Idaho
Meridian, ID
10.2022 - 02.2026
- Supervised support services team, ensuring efficient operations and high-quality service delivery.
- Conducted performance evaluations, fostering professional development and employee engagement within the team.
- Evaluated employee performance regularly, providing constructive feedback and coaching as needed.
- Developed training materials, enhancing staff onboarding and knowledge retention.
- Streamlined communication processes between departments, improving response times to client inquiries.
- Implemented quality assurance measures, maintaining service standards and compliance with regulations.
Customer Service Supervisor
Blue Cross of Idaho
Meridian, ID
11.2020 - 10.2022
- Supervised customer service team, ensuring adherence to policies and procedures.
- Developed targeted training modules focused on enhancing staff skills and fostering positive customer interactions.
- Implemented process improvements, reducing response times for customer inquiries.
- Coordinated escalated issues resolution, fostering positive relationships with clients.
- Increased Q2-4 QA accuracy 5% from Q1 results utilizing targeted behavior trending and coaching/feedback process
▪ Group specific training and mentoring to attain all 12 ASA performance guarantee commitments
▪ Implement and lead process improvement to assure transition into ASO provides the CA with adequate training and knowledge with minimum member impact as well as for CA confidence and success overall
▪ FCR trending and KPI improvement to exceed the MBE goal by 3% through employee education and call behavior diagnosis
▪ Foster and manage inter-departmental relationships to aide in industry knowledge, inquiry timeliness, and member experience enhancement
▪ Collaborate with senior leadership in design, development, and implementation of functional area strategies like GUEST philosophy, ASO Performance Guarantee uptraining, department culture standards and foundations, and Team Lead strategy - Mentored new supervisors, promoting best practices in customer service management.
Customer Service Manager
T-Mobile
Meridian, ID
09.2012 - 09.2020
- Earned 3 time “In-Crowd” banquet winner recognizing 12 months of elite performance
- Achieved “Coach of the Year” recognition as top performing coach in Meridian care center
- Spearheaded top 10% national performing teams in management, revenue, and experience measured KPI’s
- Implemented market specific trend analytics leveraged for sales growth and new product opportunities
- Conducted weekly employee coaching utilizing S.M.A.R.T goal methodology with real time and continuous feedback allowing uniformed and clearly communicated employee development growth plans
- Mentored as an onboarding partner for recently hired internal leadership and Next-Level program
- Participate as a “Club-Hire” interviewer for potential employee recruits
- Facilitate and participate D&I Chapters for community involvement and “Best Place to Work” standards
- Accomplished consistent atmosphere toward winning Idaho’s “Best Place to Work” multiple years
- Developed and implemented training programs to improve staff performance and knowledge retention.
- Streamlined communication processes between departments, reducing response times for customer inquiries.
- Analyzed customer feedback data to identify trends and implement actionable improvements in service protocols.
Education
Bachelor of Science - History And Secondary Education
University of Northern Colorado
Greeley, COSkills
- Staff training and development
- Coaching and mentoring
- Workload management
- Compliance monitoring
- Remote team management
- Escalation management
- Training and mentoring
- Documentation skills
- Corrective actions
- HR collaboration
- Quality assurance
- Project management
Timeline
Claims Support Services Supervisor
Blue Cross of Idaho
10.2022 - 02.2026
Customer Service Supervisor
Blue Cross of Idaho
11.2020 - 10.2022
Customer Service Manager
T-Mobile
09.2012 - 09.2020
Bachelor of Science - History And Secondary Education
University of Northern Colorado