Jacqueline J. Johnson
Birmingham,AL
Summary
Versatile and results-driven Administrative Professional with over 10 years of experience supporting executives, managing office operations, and improving customer service delivery in healthcare, financial services, and insurance. Adept at coordinating complex schedules, maintaining detailed records, and supporting teams through seamless administrative support. Known for a high degree of accuracy, professionalism, and a customer-first approach in every task.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Assistant
Aletheia House
Birmingham, AL
08.2024 - Current
- Manage administrative functions across multiple sites including recordkeeping, scheduling, and office communications.
- Coordinate internal meetings, prepare agendas, and record and distribute detailed meeting minutes.
- Maintain and organize confidential client records in compliance with HIPAA and agency policies.
- Support budget oversight by tracking receipts, reconciling accounts, and preparing expenditure reports.
- Provide veterans with resources, VA assistance, and administrative support to enhance services.
- Lead onboarding of new hires, creating orientation schedules and conducting systems training.
- Manage executive calendars and coordinate appointments between departments and clients.
Receptionist
Servis First Bank
Homewood, AL
04.2024 - 07.2024
- Served as first point of contact for clients and visitors; managed a multi-line phone system and executive calendars.
- Processed high-value transactions, including domestic/international wire transfers and NSF items.
- Supported commercial banking operations by managing sensitive documentation and coordinating client communications.
- Maintained conference room calendars and prepared materials for scheduled meetings.
Customer Service Representative
Kohl’s
Trussville, AL
10.2023 - 02.2024
- Handled front-line customer service and point-of-sale operations including accounting, returns, and special orders.
- Balanced cash drawers, prepared night deposits, and supported merchandise restocking and freight logistics.
- Assisted customers with online shopping and navigating purchase support systems.
Senior Customer Service Representative
Progressive Insurance
Mayfield Heights, OH
08.2016 - 09.2023
- Delivered advanced policy support and technical assistance to over 100+ clients per week.
- Coached and trained over 20 new employees, accelerating onboarding and team integration.
- Conducted payroll processing and administrative reporting for department leadership.
- Coordinated departmental meetings, taking notes and facilitating follow-up communications.
- Maintained case notes, escalated customer issues, and worked closely with claims and underwriting.
- Supported claims contingency teams during surge periods to ensure timely resolution.
Office Manager
ABB Acquisition
Cleveland, OH
05.2011 - 08.2016
- Oversaw administrative operations including scheduling, inventory tracking, purchasing, and payroll.
- Coordinated repair scheduling with vendors and managed all customer-facing communications.
- Reviewed invoices, processed bank card statements, and ensured accurate accounting of business expenses.
- Created and maintained document filing systems, managed incoming/outgoing mail, and supported executive leadership.
Store Manager
GVA-TWN Inc.
Cleveland, OH
06.2008 - 05.2013
- Led all administrative, customer service, and team management functions for a busy retail environment.
- Facilitated employee training, handled customer escalations, and created daily/weekly operational reports.
- Ensured compliance with store procedures and improved productivity through streamlined task delegation.
Education
High School Diploma -
John F. Kennedy High School
Cleveland, OH01.2003
Skills
- Executive Calendar & Meeting Coordination
- Records Management & File Maintenance
- Travel Planning & Itinerary Preparation
- Office Budget Tracking & Expense Reporting
- Microsoft Office Suite (Word, Excel, Outlook, Access, Teams, Power BI, OneNote)
- Microsoft SharePoint & OneDrive
- Data Entry & Reporting Accuracy
- Project Coordination & Logistics
- Confidential Document Handling
- Customer Relations & Front Desk Operations
- New Hire Onboarding & Training
- Conflict Resolution & Crisis Management
- Written & Verbal Communication Skills
- Typing Speed: 40 WPM
Certification
- Microsoft Office Certification (Word, Excel, Outlook, Access, Publisher, PowerPoint)
- Claims Contingency & Crisis Management
- Conflict Resolution & Interpersonal Communication
- Special Lines Insurance Endorsement
- Administrative Support & Time Management Training
- HIPAA Compliance & Confidential Data Handling
- Customer Experience Excellence Training
References
- Available upon request (Or keep: Monlecia Stewart – 216-337-1670
- Caneeka Miller – 256-724-2139)
Timeline
Program Assistant
Aletheia House
08.2024 - Current
Receptionist
Servis First Bank
04.2024 - 07.2024
Customer Service Representative
Kohl’s
10.2023 - 02.2024
Senior Customer Service Representative
Progressive Insurance
08.2016 - 09.2023
Office Manager
ABB Acquisition
05.2011 - 08.2016
Store Manager
GVA-TWN Inc.
06.2008 - 05.2013
High School Diploma -
John F. Kennedy High School