Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Elazandra Johnson

Byhalia,Mississippi

Summary

Experienced administrative and customer service professional with expertise in claims processing, provider support, and employee relations. Currently pursuing a bachelor's degree in Human Resource Management, demonstrating a strong foundation in HR principles. Proven ability to support teams, resolve issues, and enhance operational efficiency in people-focused environments.

Overview

10
10
years of professional experience

Work History

Senior service advocate

Aetna
01.2024 - 02.2025
  • Resolved inquiries efficiently, boosting satisfaction and loyalty.
  • Analyzed feedback to improve service delivery.
  • Implemented ticketing system, reducing response times significantly.
  • Developed training modules for providers on self-service tools, enhancing capabilities and reducing support requests.
  • Processed claims accurately, ensuring compliance with regulatory standards.
  • Compiled and analyzed audit data to determine eligibility, leading to improved compliance rates.
  • Fostered teamwork by coordinating with cross-functional teams, enhancing service solutions.
  • Provided empathetic support to members and providers, strengthening relationships and elevating satisfaction levels.

Inside Sales Representative

Lincare
05.2022 - 05.2023
  • Efficiently resolved inquiries, boosting satisfaction and loyalty.
  • Analyzed feedback to enhance service delivery.
  • Implemented ticketing system, reducing response times.
  • Educated providers on tools, enhancing self-service.
  • Processed claims accurately, ensuring compliance.
  • Developed training modules for providers on self-service tools, enhancing their capabilities and reducing support requests.
  • Compiled and analyzed audit data to determine eligibility, leading to actionable insights that improved compliance rates.
  • Fostered teamwork by coordinating with cross-functional teams, enhancing service solutions and driving collective success.
  • Provided empathetic support to members and providers, strengthening relationships and contributing to elevated satisfaction levels.
  • Streamlined claims processing workflow, ensuring compliance and achieving timely resolutions that enhanced member satisfaction.
  • Provided empathetic support to members, fostering strong relationships and promoting a positive service experience.
  • Built customer relationships through strategic follow-up calls, boosting product interest.
  • Maintained precise customer records, ensuring compliance with company standards.
  • Supported sales goals achievement, effectively communicating progress and outcomes.
  • Achieved departmental sales targets by consistently monitoring performance metrics and implementing strategic adjustments.
  • Collaborated with team members to share insights on customer feedback, fostering a culture of continuous improvement and responsiveness.
  • Maintained detailed customer records, ensuring compliance with policies and enabling data-driven decision-making.
  • Developed a streamlined reporting system for sales progress, facilitating timely updates and enhancing accountability within the team.
  • Implemented targeted follow-up strategies, leading to noticeable increases in product engagement and customer retention.
  • Developed a comprehensive reporting framework, enhancing visibility into sales performance and driving informed decision-making.

Claims benefits specialist

Aetna
10.2021 - 05.2022
  • Resolved inquiries, improving service efficiency while increasing member satisfaction.
  • Conducted thorough analysis of claims data to enhance decision-making accuracy.
  • Promoted self-service tools among providers through targeted education initiatives.
  • Coordinated claims processes to ensure compliance and timely service delivery.
  • Streamlined workflows for quicker turnaround times, benefiting member experiences.
  • Developed comprehensive training materials for providers to support claims management.
  • Collaborated with cross-functional teams to enhance claims workflows, improving compliance.

Assist Queue Representative/Account Manager

Genesis Financial Solutions, Inc.
07.2021 - 10.2021
  • Resolved inquiries, enhancing service efficiency and member satisfaction.
  • Analyzed claims data, improving decision-making accuracy.
  • Educated providers, increasing self-service tool adoption.
  • Coordinated claims processes, boosting compliance and delivery.
  • Streamlined workflows, achieving faster turnaround times.
  • Conducted in-depth analysis of claims data, enabling informed decisions that enhanced operational efficiency and minimized errors.
  • Provided dedicated support to members, fostering strong relationships and enhancing overall satisfaction with service delivery.
  • Partnered with cross-functional teams to refine claims workflows, achieving noticeable gains in compliance and service speed.
  • Developed training materials for providers, driving increased adoption of self-service tools and empowering efficient claims management.
  • Conducted thorough analysis of claims data, driving informed decisions that enhanced operational efficiency and minimized errors.
  • Streamlined claims workflows, achieving faster turnaround times and significantly improving member satisfaction.
  • Managed escalated calls, ensuring swift resolution and customer satisfaction.
  • Verified account activities, maintaining strict adherence to company policies.
  • Contributed to training programs, enhancing team capability in handling complex issues.
  • Streamlined account verification processes, enhancing compliance and significantly reducing processing times.
  • Analyzed customer feedback to identify trends, leading to actionable insights that improved service delivery and client satisfaction.
  • Fostered a collaborative environment by mentoring new agents, enhancing their ability to resolve complex customer inquiries effectively.
  • Implemented advanced problem-solving strategies for escalated calls, achieving notable improvements in customer retention rates.
  • Maintained meticulous records of customer interactions, ensuring accuracy and adherence to company policies while supporting audit readiness.
  • Managed escalated calls, achieving swift resolutions that increased customer satisfaction and retention.

Customer Service Representative/Authorizations

Genesis Financial Solutions, Inc.
12.2020 - 05.2021
  • Provided high-quality customer service adhering to regulatory guidelines.
  • Facilitated dispute resolution, account inquiries, and payment negotiations.
  • Improved application workflows, reducing partner request turnaround times.
  • Enhanced efficiency in processing, achieving measurable operational improvements.
  • Coordinated with cross-functional teams to resolve account disputes, leading to improved partner relationships and customer satisfaction.
  • Provided exceptional customer service, fostering trust and ensuring adherence to compliance standards in all interactions.
  • Maintained accurate records of account inquiries and resolutions, contributing to measurable improvements in operational transparency.
  • Utilized strong communication skills to negotiate payment terms, resulting in enhanced customer loyalty and retention.
  • Streamlined application processing workflows, leading to reduced turnaround times and enhanced partner satisfaction.
  • Utilized strong communication skills to foster trust and ensure compliance, contributing to a positive customer experience.

Alcohol and Drug Support Technician

CODA, Inc.
08.2019 - 04.2020
  • Ensured client safety and health during medication administration.
  • Facilitated client medication self-administration and conducted urinalysis.
  • Documented client activities to maintain accurate health records.
  • Supported clients in achieving health goals through consistent monitoring.
  • Contributed to improved client health outcomes with diligent care.
  • Provided compassionate support to clients, fostering a trusting environment that encouraged open communication and progress in their recovery journeys.
  • Administered medications accurately, ensuring compliance with safety protocols and enhancing overall client health outcomes.
  • Conducted thorough assessments of client needs, tailoring support strategies that led to noticeable improvements in engagement and program participation.
  • Worked closely with healthcare teams to develop individualized care plans, streamlining service delivery and improving client satisfaction.
  • Maintained precise documentation of client activities and medication administration, upholding regulatory standards and ensuring seamless care continuity.

Receptionist

Electro Scientific Industries
07.2019 - 07.2019
  • Managed clerical tasks and guest reception, ensuring seamless conference room scheduling.
  • Enhanced guest experience by efficiently coordinating meeting spaces using Outlook.
  • Streamlined scheduling processes, resulting in improved office operations.
  • Facilitated effective communication between guests and staff, contributing to a welcoming environment.
  • Facilitated positive guest interactions by providing a warm welcome, enhancing the overall visitor experience.
  • Coordinated conference room schedules, optimizing space usage and reducing booking conflicts, ensuring smooth operations.
  • Managed incoming communications with precision, ensuring timely responses and maintaining high customer service standards.
  • Streamlined clerical processes, which led to substantial improvements in office efficiency and reduced administrative delays.
  • Collaborated with team members to establish effective communication protocols, strengthening internal workflows and teamwork.
  • Provided a welcoming atmosphere for guests and staff, enhancing visitor satisfaction and fostering positive relationships.

Call Center Agent

Nautilus
12.2018 - 02.2019
  • Delivered exceptional customer service by addressing inquiries promptly, fostering client trust and loyalty.
  • Streamlined call handling processes, achieving reduced wait times and enhancing customer satisfaction ratings.
  • Coordinated with team members to develop effective solutions for complex customer issues, improving resolution rates.
  • Analyzed customer feedback trends to identify service gaps, leading to targeted improvements and increased retention.
  • Implemented a new tracking system for order statuses, significantly enhancing communication efficiency with customers.
  • Enhanced customer service protocols to improve response times, resulting in noticeable gains in customer satisfaction and retention.

In-Home Caregiver

01.2018 - 12.2018
  • Provided mobility and medication support for elderly client, enhancing daily independence.
  • Facilitated daily living activities and ensured timely medical appointments, improving care quality.
  • Managed transportation logistics, resulting in seamless access to healthcare services.
  • Provided compassionate in-home care, ensuring patient comfort and dignity while fostering a trusting relationship.
  • Implemented personalized care plans to enhance daily living skills, leading to noticeable improvements in patient independence.
  • Coordinated with healthcare professionals to align care strategies, improving overall health outcomes and patient satisfaction.
  • Maintained accurate records of patient progress and health changes, ensuring compliance with care protocols and enhancing communication.
  • Evaluated patient needs regularly to adjust care plans proactively, resulting in substantial improvements in overall well-being.
  • Delivered personalized support for daily living, enhancing client autonomy and fostering a nurturing environment.

Appointment Setter/Front Desk Receptionist

Prestige Telemarketing Agency
08.2015 - 08.2016
  • Scheduled interviews, managed reminders, improved customer engagement.
  • Resolved inquiries, enhanced customer satisfaction, supported team goals.
  • Assisted with paperwork, streamlined processes, ensured accuracy.
  • Delivered exceptional customer service by addressing inquiries promptly, enhancing client satisfaction and fostering positive relationships.
  • Coordinated appointment schedules and follow-ups, ensuring timely communication and improving appointment adherence rates.
  • Managed administrative tasks with precision, including customer paperwork and reminders, leading to streamlined operations.
  • Facilitated focus group interviews, gathering valuable insights that informed marketing strategies and heightened engagement.
  • Worked closely with team members to enhance the customer experience, contributing to a supportive and efficient office environment.
  • Coordinated scheduling of interviews and follow-ups, enhancing communication flow and improving appointment adherence rates.

Volunteer Cashier

PAC's Non-Profit Thrift Store
05.2015 - 01.2016
  • Handled transactions with accuracy, ensuring customer satisfaction and a tidy workspace.
  • Enhanced customer service by efficiently managing sales and maintaining store cleanliness.
  • Facilitated smooth operations by assisting customers and managing the cash register.
  • Improved checkout efficiency, contributing to a positive shopping experience.
  • Maintained a welcoming environment, supporting team efforts and customer engagement.
  • Provided excellent customer service as a volunteer cashier, fostering a welcoming environment that promoted community engagement.
  • Streamlined the checkout process, reducing wait times and enhancing customer satisfaction through efficient transaction management.
  • Coordinated with team members to organize merchandise displays, leading to noticeable increases in sales and customer interest.
  • Maintained accurate transaction records, ensuring financial transparency and adherence to organizational guidelines.
  • Embraced a positive attitude while assisting customers, contributing to a friendly shopping experience that encouraged repeat visits.
  • Facilitated efficient checkout processes, significantly enhancing customer satisfaction and reducing wait times during peak hours.

Education

Bachelor's - Human Resource Management

Southern New Hampshire University
Manchester, New Hampshire

Certificate - Pharmacy Technician

Northwest Health Career Institute
06.2018

High School Diploma -

Union High School
06.2009

Skills

  • Written and verbal communication skills
  • Supportive administrative functions
  • Multi-line phone systems operation
  • Fast typing speed
  • Technological proficiency in software tools
  • Customer service orientation and support strategies
  • Critical thinking and problem resolution
  • Meticulous attention to detail in documentation
  • Inventory control and management
  • Efficient data entry processes
  • Prioritization and time management skills
  • Strong organizational capabilities
  • Comprehensive office administration tasks
  • Effective appointment scheduling techniques
  • Proficient in Microsoft Office tools including PowerPoint, Excel, and Word
  • Expertise in insurance claims processing and verification
  • Familiarity with medical terminology

Additional Information

PAC's Non-Profit Thrift Store, Managed transactions, assisted customers, and maintained a clean workspace

Timeline

Senior service advocate

Aetna
01.2024 - 02.2025

Inside Sales Representative

Lincare
05.2022 - 05.2023

Claims benefits specialist

Aetna
10.2021 - 05.2022

Assist Queue Representative/Account Manager

Genesis Financial Solutions, Inc.
07.2021 - 10.2021

Customer Service Representative/Authorizations

Genesis Financial Solutions, Inc.
12.2020 - 05.2021

Alcohol and Drug Support Technician

CODA, Inc.
08.2019 - 04.2020

Receptionist

Electro Scientific Industries
07.2019 - 07.2019

Call Center Agent

Nautilus
12.2018 - 02.2019

In-Home Caregiver

01.2018 - 12.2018

Appointment Setter/Front Desk Receptionist

Prestige Telemarketing Agency
08.2015 - 08.2016

Volunteer Cashier

PAC's Non-Profit Thrift Store
05.2015 - 01.2016

Certificate - Pharmacy Technician

Northwest Health Career Institute

Bachelor's - Human Resource Management

Southern New Hampshire University

High School Diploma -

Union High School

Similar Profiles

CREATE PROFILE
Elazandra Johnson