Gremil J.
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Johnson L. is an experienced SR. Quality Evaluator specializing in the healthcare and telecommunications industries at Concentrix Nuvali. With a background in call monitoring & evaluation and compliance & risk management, Johnson ensures customer interactions meet regulatory and quality standards. In the healthcare sector, Johnson assists members with insurance details, billing, claims, and provider searches, aiming to optimize support and minimize costs. In telecom, Johnson manages customer queries, account updates, troubleshooting connectivity issues, and explains new product offerings. Johnson also conducts team calibrations, delivers coaching, and participates in process improvement programs to elevate customer service performance and maintain high-quality standards.
Experience
SR, Quality Evaluator
Concentrix Nuvali- Health Care · 2023 — 2026Evaluated healthcare-related customer interactions, ensuring adherence to quality and regulatory standards. Provided coaching to agents for accurate and efficient support, focusing on insurance, claims, and billing inquiries.Customer Service Representative
Concentrix Nuvali- Telco · 2022 — 2023Assisted callers by responding to inquiries and delivering effective solutions. Addressed billing concerns, informed customers about new product offerings, and provided support for account management. Handled troubleshooting for poor signal or unstable internet connections to reduce subscription costs.SR. Quality Evaluator
Concentrix · 2018 — 2022Functioned as a Quality Assurance Analyst, responsible for evaluating calls, ensuring compliance, and enhancing customer service performance. Conducted calibrations, participated in team meetings, and offered coaching to agents while maintaining high-quality standards.
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