Ikendra Johnson
Shreveport,LA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
6
6
years of professional experience
Work History
Benefits Specialist
Conduent
Plano, TX
11.2021 - 07.2023
- Coordinated benefits processing, including enrollments, terminations and claims
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits
- Reviewed employee enrollments to verify accuracy, inputting information into company database
- Provided assistance to plan participants by explaining benefits information to ensure educated selections
- Checked accuracy and completeness of benefits applications and documents
- Mastered state and Federal benefit laws Including ERISA, FMLA, COBRA, HIPPA and 401k administration
- Oversaw enrollment of new employees and company-wide yearly enrollment period
- Updated and reconciled retirement, tax and health care accounts
- Evaluated efficiency and value of current benefit programs and made recommendations for improvement.
Insurance Representative
United Health Care: CSR
Shreveport, LA
10.2020 - 06.2021
- Providing introductory information to new customers
- Ensuring that customers are satisfied with products or services
- Following up with clients or customers to check that they're still satisfied with any purchases
- Letting customers or clients know about additional products or services
- Determining the quickest, most effective ways to answer a client's or customer's questions
- Escalating queries and concerns
- Market our health insurance policies
- Make cold calls and develop leads
- Effectively explain the benefits of coverage
- Identify client needs
- Verify policy information
- Kept detailed records on individual insurance claims and incorporated into detailed client files
- Responded to customer calls swiftly to resolve issues and answer questions
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension
- Contacted underwriter and submitted appropriate forms to obtain binder coverage.
Collections Representative
Genpact
Richardson, TX
03.2020 - 10.2020
- Collaborating on debt collection efforts with Accounts, Sales, and the Legal Department
- Developing debt collection strategies and plans
- Adhering to the FDCPA throughout the debt collection process
- Contacting debtors by telephone to enact and negotiate debt recovery
- Searching publicly available databases to track down defaulters, including Credit Bureau information, background checks, and loan documents
- Preventing repeated payment delinquency by negotiating manageable debt payments
- Negotiating settlements to receive payment on a certain percentage of the debt
- Keeping hard copy and electronic records of all communications, payment plans agreed to, and amounts paid
- Sending statements of delinquencies and satisfied debts to the Credit Bureau, as well as purging records where debts have been satisfied
- Initiating legal and repossession proceedings if debt recovery fails.
Fraud Analyst
Genpact
Richardson, TX
01.2020 - 03.2020
- Monitor real-time queues and identify high-risk transactions within the business portfolio
- Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks
- Identify fraudulent transactions and cancel them from further processing
- Resolve queued transactions within the service level agreements to reduce potential revenue losses
- Interact with banks and customers to validate information and to confirm or cancel authorizations
- Resolve customer issues within the scope of existing service level agreements
- Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts
- Maintain fraud analysis models to improve efficiency and effectiveness of company systems
- Ensure confidentiality of all information collected during investigation
- Determine existing fraud trends by analyzing accounts and transaction patterns
- Identify system improvements to prevent fraudulent activities
- Recommend anti-fraud processes for changing transaction patterns and trends
- Recommend new software tools used for fraud detection, prevention, and reporting activities
- Generate suspicious activity reports and risk management reports for Managers
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Contacted customers directly to notify of fraudulent activity and minimize impacts
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case
- Summarized all key information regarding investigation into detailed report for delivery to client
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime
- Gathered evidence, which included recorded and written statements, financial documentation, and audio materials for examination
- Provided exemplary level of customer service to clients and company personnel
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Exceeded goals through effective task prioritization and great work ethic.
Sales Associate
Genpact
Richardson, TX
07.2019 - 01.2020
- Assisted customers in completing applications for credit cards.
- Developed and maintained relationships with current and prospective clients.
- Ensured compliance with all banking regulations while servicing customer accounts.
- Maintained accurate records of all customer interactions using the bank's database system.
- Built relationships with customers by providing personalized service and advice based on their individual needs and goals.
- Participated in weekly team meetings to discuss performance metrics and strategize new marketing initiatives.
- Monitored accounts receivable balances to ensure timely payments from customers.
- Performed risk analysis on loan applications to ensure compliance with bank regulations.
- Provided ongoing support for existing customers by responding promptly to inquiries and resolving any issues in a timely manner.
- Assembled purchase orders after final negotiations with customers.
Customer Service Representative
Teleperformance
Shreveport, LA
01.2017 - 06.2019
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Contact customers to respond to inquiries or to notify them of claim investigation results or any.
Education
Associate of Business Administration - Secretarial Studies And Office Administration
Shreveport Job Corps Opportunity Center
Shreveport, LA04.2019
High School Diploma -
C.E. Byrd High School
Shreveport, LA05.2018
Skills
- Customer Service
- Call Center
- Investigation
- Investigator
- Fraud Prevention
- Underwriting and adjustments
- Health insurance
- Claims reporting systems
- Client needs analysis
- Quotes and sales
- Business planning
- Account management
- Quote information
- Independent decision-making
- Writing skills
- Training development aptitude
- Report preparation
- Strategic sales knowledge
- Benefits Interpretation
- ACA Standards Knowledge
- Highly Skilled in [Software]
- Employee Benefits Practices
- Special Projects
- Open Enrollment
- Verbal and Written Communication
- People Skills
- Sales closing
- Price Analysis
- Critical Thinking
- Goal-Oriented
Timeline
Benefits Specialist
Conduent
11.2021 - 07.2023
Insurance Representative
United Health Care: CSR
10.2020 - 06.2021
Collections Representative
Genpact
03.2020 - 10.2020
Fraud Analyst
Genpact
01.2020 - 03.2020
Sales Associate
Genpact
07.2019 - 01.2020
Customer Service Representative
Teleperformance
01.2017 - 06.2019
Associate of Business Administration - Secretarial Studies And Office Administration
Shreveport Job Corps Opportunity Center
High School Diploma -
C.E. Byrd High School
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