Delor Johnson
Alight Solutions
Cypress,TX
26
years of professional experience
Detail-oriented Case Manager recognized for improving efficiency in claims processing and providing empathetic support to clients. Expertise in collaboration and mentorship, contributing to enhanced team performance and client satisfaction.
Work History
Long-Term Disability Case Manager
7 Years 4 Months- Evaluated long-term disability claims to ensure compliance with policy guidelines and regulations.
- Collaborated with healthcare providers to gather necessary medical documentation for claim assessments.
- Streamlined case management processes, improving turnaround times for claim resolutions.
- Mentored junior case managers on best practices in disability assessment and customer service techniques.
- Developed training materials to enhance team knowledge on updated disability policies and procedures.
- Provided expert guidance during complex case reviews, ensuring fair and consistent decision-making.
- Facilitated communication between clients, providers, and internal teams to resolve issues efficiently.
- Monitored ongoing cases for potential fraud indicators, conducting thorough investigations when necessary to protect company assets.
- Collaborated with healthcare professionals for accurate assessment of medical documentation, resulting in precise determination of benefit eligibility.
- Optimized caseload management by prioritizing tasks and implementing organizational strategies to ensure timely resolution of claims.
- Provided empathetic support to clients during challenging times, fostering trusting relationships while navigating through the disability process.
- Coordinated with multidisciplinary teams to address complex cases, employing critical thinking skills to devise effective solutions.
- Conducted comprehensive case evaluations to make informed decisions on claim approvals or denials, ensuring compliance with policy guidelines.
- Identified potential areas for improvement in company policies and procedures, recommending changes that led to increased efficiency and client satisfaction.
- Enhanced client satisfaction by efficiently managing long-term disability cases and providing timely updates.
- Maintained accurate records of case management activities, ensuring comprehensive documentation for future reference and audit purposes.
- Managed sensitive client information with utmost confidentiality, adhering to data protection regulations and maintaining a professional demeanor.
- Exceeded performance metrics by consistently resolving cases within designated timelines while maintaining high levels of client satisfaction.
Benefits Coordinator
3 Years 1 Month- Administered employee benefits programs, ensuring compliance with regulations and organizational policies.
- Collaborated with cross-functional teams to streamline benefits enrollment processes and improve user experience.
- Provided guidance on benefits options, assisting employees in making informed decisions regarding their coverage.
- Conducted regular audits of benefits data to maintain accuracy and resolve discrepancies promptly.
- Coordinated health benefits enrollment processes for new employees, ensuring compliance with regulations.
- Developed and maintained comprehensive documentation related to health plans and eligibility criteria.
- Assisted in the implementation of new health benefits programs, enhancing employee engagement and satisfaction.
- Streamlined benefits administration processes, improving efficiency and reducing processing time significantly.
- Answered questions about eligibility determinations and plan options.
- Maintained confidentiality of all employee information.
- Enhanced employee satisfaction by efficiently managing health benefits enrollment and changes.
- Managed annual open enrollment period efficiently, providing timely information to all employees about their options.
- Assisted in resolving benefits-related issues promptly, ensuring a positive employee experience.
- Handled leave of absence requests accurately while maintaining compliance with applicable laws and regulations related to employee time off work due to medical reasons or other personal circumstances requiring extended leave periods from their job duties within an organization setting such as FMLA leaves under federal law guidelines among others.
- Maintained accurate records of employee benefit data, preventing errors and discrepancies in coverage.
Assistant Store Manager
4 Years 1 Month- Supervised daily operations to ensure compliance with corporate standards and policies.
- Trained and mentored team members to enhance customer service skills and product knowledge.
- Implemented inventory management strategies to optimize stock levels and reduce shrinkage.
- Analyzed sales reports to identify trends and develop targeted promotional strategies.
- Managed daily store operations, ensuring compliance with company policies and procedures.
- Implemented inventory management strategies, reducing stock discrepancies and improving accuracy.
- Trained and mentored team members on operational best practices and customer engagement techniques.
- Collaborated with the Store Manager to develop strategic plans for sales growth and operational improvements.
- Managed daily store operations to ensure optimal customer service and employee productivity.
- Oversaw staff scheduling, ensuring adequate coverage during peak hours while minimizing labor costs.
- Fostered a positive workplace culture by consistently demonstrating leadership qualities such as integrity, professionalism, and open communication.
- Conducted regular audits on store procedures and performance, identifying areas for improvement and implementing corrective action plans.
- Maintained visual merchandising standards throughout the store to create an appealing shopping environment for customers.
- Monitored store KPIs regularly to track progress towards goals, adjusting strategies as needed to maximize results.
- Played a key role in achieving consistently high customer satisfaction ratings by addressing concerns promptly and providing solutions that exceeded expectations.
- Promoted a safe work environment by enforcing company safety policies and addressing potential hazards promptly.
- Logged operational documents, store-to-store transfers and shipment receipts as set forth in company policy.
- Executed successful store opening and closing procedures, ensuring all tasks were completed accurately and on time.
- Enhanced employee performance through regular coaching, training, and constructive feedback sessions.
- Assisted in the recruitment, hiring, and onboarding process to build a high-performing team of sales associates.
- Supported marketing initiatives by executing in-store promotions and events according to corporate guidelines.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Rotated merchandise and displays to feature new products and promotions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Quality Assurance Analyst
10 Years 8 Months- Developed and executed test plans to ensure software quality across multiple applications.
- Collaborated with cross-functional teams to identify and resolve defects in production environments.
- Conducted comprehensive regression testing to validate system functionality after updates and changes.
- Implemented automated testing procedures, enhancing efficiency and reducing manual workload by 30%.
- Analyzed test results and documented findings to support continuous improvement initiatives.
- Mentored junior analysts, fostering knowledge sharing and best practices in quality assurance processes.
- Led root cause analysis sessions to improve product reliability and user experience.
- Collaborated with cross-functional teams to ensure timely delivery of high-quality products and services.
- Conducted root cause analysis for recurring issues to provide actionable insights for long-term resolution.
- Mentored junior QA analysts in best practices, helping to elevate their skills and boost overall team performance.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Customer Care Representative
2 Years 2 Months- Resolved customer inquiries using advanced troubleshooting techniques and knowledge of wireless products.
- Educated customers on service plans, features, and promotions to enhance user experience.
- Managed account changes and billing inquiries efficiently, ensuring customer satisfaction.
- Collaborated with cross-functional teams to improve service delivery processes and reduce response times.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and timely responses.
- Managed complex customer issues, utilizing problem-solving skills to enhance service quality.
- Led training sessions for new representatives, fostering a collaborative team environment.
- Implemented process improvements that streamlined customer service operations and reduced response times.
- Developed comprehensive knowledge of products and services, enhancing the ability to assist customers effectively.
Education
Bachelor of Science - Business Management
Skills
Strong organization
Client advocacy
Motivational interviewing
Cultural sensitivity
Documentation proficiency
Teamwork and collaboration
Problem-solving
Time management
Attention to detail
Multitasking Abilities
Reliability
Excellent communication
Organizational skills
Active listening
Effective communication
Adaptability and flexibility
Interpersonal skills
Analytical thinking
Interpersonal communication
Effective customer communication
Professionalism
Timeline
Long-Term Disability Case Manager
Alight Solutions
02.2019 - CurrentRead More
Benefits Coordinator
Aon Hewitt
01.2016 - 02.2019Read More
Assistant Store Manager
Verizon Wireless
11.2012 - 12.2016Read More
Quality Assurance Analyst
Verizon Wireless
03.2002 - 11.2012Read More
Customer Care Representative
Verizon Wireless
01.2000 - 03.2002Read More
Mount Saint Mary
Bachelor of Science from Business Management
Read More