Heather Gregory-Johnson
Customer Service | Escalations | Remote Support | CRM | Claims Support

Professional Summary
Results-driven customer service professional with extensive experience handling escalations, benefits support, claims investigation, billing inquiries, and technical support. Skilled in Salesforce, Zendesk, SAP, CRM systems, and resolving issues from start to finish.

Compassionate customer support professional with healthcare benefits, billing, enrollment, and claims experience. Dedicated to helping members and providers navigate complex issues with empathy and accuracy.

Experienced remote-ready professional with a proven track record of delivering excellent phone, email, and virtual support. Thrives independently while maintaining productivity and service quality.

Customer service leader with experience coaching peers, handling escalations, improving service processes, and supporting team success in high-volume environments.

Core Skills
Customer Experience, Call Center Support, Escalation Resolution, Salesforce, Zendesk, SAP, Claims Processing, Billing Support, De-escalation, Remote Work, Microsoft Office.

Experience

• Kelly & Associates Insurance Group – Benefits / Escalated Representative
• TTEC / Bank of America – Claims Investigator / Customer Service
• Verizon Wireless – Technical Support Representative
• Benefits Administration
• Claims Resolution
• Member Support
• Enrollment Assistance
• HIPAA Awareness
• Escalation Handling

Leadership Highlights

• Assisted peers with escalated calls
• Shared de-escalation strategies
• Improved service quality through support and guidance
• Strong ownership mindset

Tools
Salesforce, Zendesk, CRM Platforms, Email Support, Remote Communication Tools.