ELANDA A JOHNSON

• Prepare document for Driver License/ID, titles, property tax, handicap permits
• Document disposal (Forms & licenses)
• Opening process
• Closing process
• Drive-thru Express Service (plates, registration, property tax)
• Title Processing
• Mail processing
• Ticketing System

• Company Overview: Retail-Netflix Shop
• Managed up to 2 Team Leads with 12 agents
• Conducted Quarterly & Annual performance reviews
• Assisted with Training & Onboarding
• Client meetings
• Forecasting scheduling
• Scheduling
• Conducted Team meeting weekly
• 1x1 coaching
• Special Projects
• Created Daily, Weekly & Quarterly report
• Offshore Agents
• Retail-Netflix Shop

• Company Overview: Healthcare
• Managed up to 3 Team Leads with 15 agents
• Conducted Quarterly & Annual performance reviews
• Assisted with Training & Onboarding
• Client meetings
• Forecasting scheduling
• Scheduling
• Conducted Team meeting weekly
• 1x1 coaching
• Special Projects
• Created Daily, Weekly & Quarterly report
• Healthcare

• Company Overview: Retail/Apple
• Managed 8 Team Leads
• Conducted Quarterly & Annual performance reviews
• Attended Client meetings
• Projection analysis for business needs
• Scheduling
• Conducted Team meeting weekly
• 1x1 TL coaching
• Special Projects
• Interviewing
• Created Daily, Weekly & Quarterly report
• Retail/Apple

• Company Overview: Unemployment Services
• Contractor for FIS
• Supervisor a team up to 26 agents
• Live call monitoring
• QA
• Coaching
• Adherence reports
• Attendance reports
• Liaison for all Contracted employees
• Process time off request
• Handle escalation calls & Callbacks
• Currently working unemployment for multiple stated prepaid debit cards Assist with training
• Weekly meetings with team and Supervisors
• Unemployment Services

• Company Overview: Apple/Intuit
• Maintained high proficiency scores
• Weekly coaching & monitoring
• Provided technical support of all agents
• Posting daily metrics
• Managed up to 40 agents
• Assisted with training/nesting
• Attendance reports
• Live call monitoring
• Process time off request/scheduling
• Payroll/Time card processing
• Apple/Intuit

• Company Overview: Hospitality
• Supervisor a team up to 20 agents
• Live call monitoring
• QA
• Coaching
• Adherence reports
• Attendance reports
• Reservation bookings
• Process time off request
• Handle escalation calls & Callbacks
• Weekly meetings with team and Supervisors
• Hospitality

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Worked different stations to provide optimal coverage and meet production goals.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.

Tier 1 Agent

IOS devices

Tech Support

Tier 2 Agent

IOS devices, Mac +

Tech Support

Tier 3 Agent

IOS devices, Mac +, iTunes Store

Trainer

Trained new hires on IOS devices

Team Lead

Managed 20+ new agents

Live call monitoring

• QA

• Coaching

• Adherence reports

• Attendance reports

• Process time off request

ER-EKG Monitoring for patients

Submit EKG to On-Call physician

Applied Lead to chest

Update medical charts

Assisted with triage

In-Patient Care

Maintained scheduled EKG for patients

Updated medical charts

Submitted EKG to physicians

Retirement benefits

401K distributions

Roth IRA distributions

IRA distributions

QDRO distributions

Resolved issues and inquiries from plan participants regarding retirement benefits and withdrawals through telephone & email.

Handled claim over $1M

Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.

Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.

Reviewed applications and supporting documents to verify claims eligibility and accuracy.

Managed workload and priorities to meet claims processing meet deadlines.

Utilized specialized software to process incoming claims, enter data and generate reports.