Acacia Johnson
Columbus,OH
Summary
Motivated and experienced professional, with over 20 years of experience in various professional environments eager to apply career gained skill and dedication to an advanced role. Seeking opportunities to demonstrate professional knowledge, service excellence, and strong work ethic while positively stepping into a position to drive company success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Case Manager
Action For Children
Columbus, OH
03.2023 - Current
- Assessed clients' needs, developed service plans and monitored progress towards client goals
- Developed trusting relationships with social services, health care providers and governmental agencies
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints
- Provided crisis intervention support for clients in emergency situations
- Counseled clients on available resources within the community that could help meet their needs
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Fraud Analyst
JPMorgan Chase
Westerville, OH
12.2021 - 06.2023
- Made recommendations for account closures based on detailed account examination
- Analyzed and reviewed confidential client identification documents to expose potential fraudulent activity
- Conducted check image review with clients to determine transaction validity.
Insurance Analyst
Dawson State Auto Insurance
Columbus, OH
02.2021 - 12.2021
- Processed customer inquiries on possible reinstatement of canceled policies
- Provided customer assistance with understanding coverage guidelines
- Assisted in policy maintenance procedures such sending proof of insurance, payment processing and coverage changes.
Universal Banking Specialist
Huntington National Bank
Columbus, OH
05.2017 - 02.2021
- Maintained high customer satisfaction scoring through consistent rapport
- Performed administrative support functions such as processing payments and providing financial education
- Investigated customer banking concerns, then communicated information between departments such as sales and customer support to resolve issues
- Maintained confidentiality of bank records and client information.
Senior Credit Advisor
Verizon Wireless
Dublin, OH
04.2013 - 05.2017
- Efficiently handle high volume inbound customer and front line support calls while maintaining excellent service ratings
- Processing of customer credit application approvals and denials
- Assisted as inbound technical support for the in store sales team; troubleshooting failed cellular activations
- Led specialist team in charge of applying promotional discounts to customer accounts
- Trained new hire employees in departmental practices, and company policy standards.
Customer Experience Specialist
Time Warner Cable
Zanesville, Ohio
09.2006 - 04.2013
- Consulted with customers to understand and troubleshoot their services as well as made recommendations of products based on their needs
- Handled escalated customer complaints using appropriate techniques, problem-solving skills and follow-up logs
- Trained and mentored new hire employees on company procedures and quality expectations.
Education
Business Psychology And Leadership -
Zane State College
Zanesville, OHState Tested Nursing Aide -
Adams Lane Nursing Facility
Zanesville, OHBusiness Communications, Design and Marketing -
Ashford University
Business Management and Visual Communication -
Art Institute of Pittsburgh
Skills
- History of customer service excellence
- Leadership and management
- Outlook, Skype and Zoom proficient
- Telephone and email etiquette
- Verbal and written communication
- Training and development
- Basic health and safety guidelines
- Problem resolution
- Fraud prevention
- Clerical support and organization
- Data collection processes
- Financial analysis
- Friendly, positive attitude
- Client/Patient relationship building through positive rapport
- Calm and level-headed under duress
- Confidential record keeping
- Active listening
- Community Outreach
- Client Advocacy
- Case Management
- Case Needs Assessment
Certification
- Newborn Care Specialist
- Mandated Reporter
- OSU STAR Trauma Recovery Center: Brief Emotional Support Team Trained
Timeline
Case Manager
Action For Children
03.2023 - Current
Fraud Analyst
JPMorgan Chase
12.2021 - 06.2023
Insurance Analyst
Dawson State Auto Insurance
02.2021 - 12.2021
Universal Banking Specialist
Huntington National Bank
05.2017 - 02.2021
Senior Credit Advisor
Verizon Wireless
04.2013 - 05.2017
Customer Experience Specialist
Time Warner Cable
09.2006 - 04.2013
Business Psychology And Leadership -
Zane State College
State Tested Nursing Aide -
Adams Lane Nursing Facility
Business Communications, Design and Marketing -
Ashford University
Business Management and Visual Communication -
Art Institute of Pittsburgh