CEDRECIA JOHNSON
Lancaster
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Experienced with assessing and managing liability claims. Utilizes negotiation and analytical skills to resolve complex cases efficiently. Knowledge of regulatory compliance and effective communication techniques.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Liability Adjuster
Allstate
08.2023 - 07.2025
- Conduct comprehensive investigations of multi-vehicle auto accidents, gathering crucial information through recorded statements, review of police reports, and examination of damage photos to establish liability for the loss.
- Conduct in-depth research of policy details to determine the application of coverage and provide customers with clear explanations of their policy, coverages, and the implications for their claim.
- Negotiate claim settlements in accordance with business unit standard methodologies, ensuring fair outcomes and satisfactory resolutions.
- Prioritize incoming claims daily, balancing the needs of existing pending files to maintain timely and efficient claim handling.
- Foster ongoing communication with internal and external customers, including agents, vendors, and third parties, to ensure customer expectations are consistently met throughout the lifecycle of the claim.
- Actively participate in daily meetings and trainings, utilizing audio and video platforms to stay informed and enhance professional development
Account Resolution Specialist
Wells Fargo
03.2018 - 01.2023
- Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation.
- Negotiate for full payment or create terms for repayment. Resolve all accounts for full payoff.
- Make outbound calls utilizing an auto-dialer or direct dial system to initiate customer contact
- Handle skip trace and repossession activity on charge off accounts.
- Handle insurance claims and collect on insurance deficiencies.
Collections Specialist
Ally
09.2017 - 03.2018
- Follow and ensure compliance with the Fair Debt Collection Practices Act.
- Negotiate payment arrangements with borrowers, including offering suggestions as to how they can meet their obligations, propose alternative payment methods, and establish payment.
- Assist borrowers who attempt to voluntarily surrender their vehicle by devising a plan to allow them to keep their vehicle while meeting the obligations of the loan.
- Accurately and professionally document account information and account collection activities
- Locate customers through the use of databases and references
Claims Representative
United Healthcare
10.2016 - 09.2017
- Review, research, analyze and process complex healthcare claims.
- Ensure that the proper benefits are applied to each claim by using the appropriate tools, processes and procedures
- Communicate and collaborate with members and providers to resolve claims errors/issues, using clear, simple language to ensure understanding.
- Complete daily all data entry required to document and communicate the status of claims as needed adhering to all reporting requirements.
Late Stage Account Manager
Santander Consumer Usa
09.2014 - 09.2015
- Maintain and reduce delinquency on accounts while minimizing losses through repossession. Resolve all accounts to current status.
- Collects in accordance with all state and federal laws.
- Handles skip trace and repossession activity on pre-charge off accounts.
- Independently evaluates each loan and determine the best course of action for customer in resolving delinquency permanently.
- Negotiates with the customer on repayment schedules deferrals, and write-off by utilizing all collection tools.
Collector 2
Citi
09.2013 - 09.2014
- Assist clients with debt collections data for consumer accounts
- Providing detailed information for past due and pre-charge off accounts
- Document necessary Collections' data, for administrative purposes.
- Develop good rapport with consumers and handled sensitive inquiries from contacts with both officials and the general public.
- Investigate all payment arrears for various debt portfolios.
- Coordinated with customers to help reduce bad debt and assist with hardships.
Floor Support Lead
Sprint
12.2011 - 09.2013
- Troubleshooting Telecom's, PDA's and personal computers extensively with clients
- Maintained continuity among work teams by documenting and communicating actions, irregularities and continuing needs.
- Responsible for taking phone calls, taking messages, & carried out other domestic duties.
- Championed teamwork efforts by accomplishing company goals.
- To provide basic and advanced troubleshooting, answer billing question and process payments for customer accounts.
- Assist with device activation, plan changes, add/remove services, and all technical issues.
- Handle escalations calls for peers, also answer and provide advance assist to peers.
Education
Associate In Business Administration -
Kaplan University
12.2015
Skills
- Microsoft Expert
- Analytics
- 55 WPM Typing Speed
- Relationship Building
- Data Processing
- Customer Service
- Strategic Planing
- Active Listening
- Call Center Operations
Certification
Texas All Lines Adjuster License
Timeline
Liability Adjuster
Allstate
08.2023 - 07.2025
Account Resolution Specialist
Wells Fargo
03.2018 - 01.2023
Collections Specialist
Ally
09.2017 - 03.2018
Claims Representative
United Healthcare
10.2016 - 09.2017
Late Stage Account Manager
Santander Consumer Usa
09.2014 - 09.2015
Collector 2
Citi
09.2013 - 09.2014
Floor Support Lead
Sprint
12.2011 - 09.2013
Associate In Business Administration -
Kaplan University
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