Herlicia Johnson
Ft Worth,TX
Summary
Detail-oriented Benefits Specialist knowledgeable about different programs and associated online or paper-based systems. Accurate in documenting information and organized in managing records. Offers great multitasking and problem-solving abilities. New employee enrollment Benefits explanation Organization and Time Management Proficient in CRM, ERP, and Microsoft Dynamics Written and oral communication Training and Development Analytical and Critical Thinking Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality.
Overview
11
11
years of professional experience
Work History
Benefits Enrollment Specialist
Morneau Shepell
05.2018 - 01.2021
- Successfully educated and informed employees on available benefits options, resulting in a 20% increase in employee understanding and engagement
- Providing guidance and answering questions regarding benefit plans, coverage levels, and premium cost.
- Ensuring that 90% of employees complete their enrollment within one week of the enrollment period opening.
- Verifying and reviewing enrollment forms for accuracy and with HR personnel to ensure employee data is accurately entered into the benefits management system
- Worked with internal staff and vendors to resolve difficult or sensitive insurance problems and related documentation.
Customer Support Specialist
Computer Science Corporation, CSC
12.2014 - 04.2018
- Provide excellent customer service by promptly responding to customer inquiries via phone, email, and chat platforms.
- Handled an average of 50-100 calls per day, ensuring that each customer interaction is professional, timely, and informative.
- Resolve customer concerns and complaints by identifying root cause of the issue and offering appropriate solutions
- Maintain punctuality and attendance, ensuring availability to assist customers during assigned shifts.
- Identify areas for process improvement and provide feedback to management.
- Helped users via telephone to diagnose and triage problems.
Auto Collection, Regional Acceptance
01.2010 - 10.2014
- Contacting customers via phone, email, or mail to discuss past-due accounts and negotiate payment arrangements
- Implemented skip tracing techniques and proactive communication strategies to successfully locate and negotiate payment arrangements with delinquent debtors, resulting in a 25% increase in collection rates
- Investigated and resolved balances using proactive communication with external and internal customers.
- Demonstrated exceptional customer service skills by promptly responding to an average of 60-80 calls per day, achieving a 95% customer satisfaction rating
- Providing regular reports and updates on collection activities, including metrics and performance to management.
- Improved efficiency by implementing streamlined payment processing methods, resulting in a 20% reduction in processing time.
- Consistently met and exceeded individual and team targets for collection rates, delinquency rates, and other key performance indicators.
- Skilled at working independently and collaboratively in a team environment
Education
Dunbar High School
Fort Worth, TXSkills
- Ledger Updating
- Benefits Interpretation
- Employee Benefits Laws
- Processing Policies
- Microsoft Excel
- Active Listening
- Account Management
- Credit Card Payment Processing
- Verbal and Written Communication
- Open Enrollment
- Employee Relations
- Microsoft Office Suite
- Employee Guidance
- Customer Care
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Benefits Enrollment Specialist
Morneau Shepell
05.2018 - 01.2021
Customer Support Specialist
Computer Science Corporation, CSC
12.2014 - 04.2018
Auto Collection, Regional Acceptance
01.2010 - 10.2014
Dunbar High School
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