I’KESHA JOHNSON
Garland,TX
Summary
Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Benefit Service Representative
ManpowerGroup
03.2020 - 08.2023
- Liaised between clients and internal staff to resolve problems involving access, payment of bills and eligibility issues concerning medical care.
- Logged client conversations, policy information and changes in client information at time of each phone call made.
- Advised customers on making decisions regarding health care packages, carefully matching customers with most appropriate products and services.
- Directed and controlled 401K, medical, dental, and vision benefit packages.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Health Insurance Representative
United Healthcare
10.2020 - 06.2023
- Assisted customers with inquiries about health insurance policies and coverage options.
- Provided guidance to customers regarding eligibility criteria for various health plans.
- Conducted research to identify cost-effective healthcare solutions for clients.
- Processed customer applications in order to facilitate enrollment into appropriate health plans.
- Resolved customer complaints or escalated them as necessary in a timely manner.
- Analyzed current trends in the healthcare industry in order to provide informed advice to customers.
Fraud Analyst
Genpact
07.2019 - 05.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
CUSTOMER SERVICE REPRESENTATIVE/Lead
Teleperformance USA
08.2017 - 10.2019
- Speak 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
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Education
Associate of Business Administration - Secretarial Studies and Office Administration
Shreveport Job Corps Opportunity Center
Shreveport, LA01.2021
High School Diploma -
C.E. Byrd High School
Shreveport, La05.2018
Skills
- Fraud Prevention
- Account management
- Cold Calling
- Health Plan Benefits
- Inbound and Outbound Calling
- Credit Card Payment Processing
- Active Listening
- Technical Support
- Problem-Solving Abilities
- Credit and Collections
- Client Relations Skills
- Time Prioritization
- New Employee Orientation
- Information Updates
Timeline
Health Insurance Representative
United Healthcare
10.2020 - 06.2023
Benefit Service Representative
ManpowerGroup
03.2020 - 08.2023
Fraud Analyst
Genpact
07.2019 - 05.2023
CUSTOMER SERVICE REPRESENTATIVE/Lead
Teleperformance USA
08.2017 - 10.2019
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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