Jalekqual Johnson
Fort Worth,Texas
Summary
Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability,and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills. Solid team player with an upbeat and positive attitude. Motivated to maintain a history of meeting company needs with consistent and organized practices to contribute to company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
United Health Group, Optum
Fort Worth, Texas
06.2022 - Current
- Provided accurate, valid, and complete information to customers in a timely manner.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Managed incoming calls from customers in a professional manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld privacy and security requirements for customer information.
- Exceeded company productivity standards on consistent basis.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Investigated complex claims to identify discrepancies and fraud indicators.
- Collaborated with other departments within the organization to resolve issues related to claims processing.
- Researched and reviewed information to determine validity of insurance claims and contacted companies.
Transportation Manager
M&M Express Transportation Services
Merrillville, IN
09.2020 - 06.2022
- Monitored driver performance and compliance with safety regulations.
- Communicated effectively with patients, family members and healthcare staff regarding patient care needs.
- Adhered to company policies and procedures related to patient confidentiality and HIPAA regulations.
- Maintained accurate records of mileage driven per day, week, month as well as any maintenance issues with assigned vehicle.
- Interacted with customers pleasantly to meet needs and drive satisfaction.
- Checked vehicle after shift for damage.
- Ensured compliance with local, state, federal laws governing the transportation industry.
- Completed required paperwork accurately and on time for each transport assignment including trip logs, invoices, incident reports.
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Collaborated with other departments to resolve billing disputes or address customer concerns quickly.
- Ensured timely submission of required documentation from claimants prior to approval of payment.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
Customer Service Representative
Skybridge Americas
Minneapolis, MN
04.2021 - 09.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Activities Assistant
Wittenberg Lutheran Village
Crown Point, IN
10.2019 - 03.2020
- Assisted in the development of activity plans for residents on a weekly basis.
- Organized and implemented activities to meet the individual needs of each resident.
- Facilitated group activities such as bingo, arts and crafts, cooking classes.
- Provided one-on-one assistance with activities for those who needed it.
- Maintained records of all activity participation.
- Monitored safety and cleanliness during activities.
- Encouraged residents to participate in leisure activities according to their abilities.
- Collaborated with team members to ensure that all programs were successful and enjoyable for all involved.
- Participated in special events such as birthday celebrations, holiday parties.
- Provided emotional support when necessary during recreational activities.
- Helped residents participate in activities with basic and advanced mobility support.
Housekeeper
Franciscan St. James Hospital
Chicago Heights, IL
07.2017 - 06.2018
- Changed bed linens and towels, tidied up rooms.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Responded to requests from guests regarding housekeeping needs.
- Delivered requested items such as extra pillows or blankets to guest rooms.
- Followed safety procedures when handling hazardous materials.
- Observed proper use of chemicals when cleaning various surfaces.
- Disinfected telephones, light switches and other frequently touched objects.
- Ensured that all health standards were met during cleaning operations.
- Used cleaning chemicals following proper guidelines.
- Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
- Returned rooms to occupant-ready status to satisfy future guests.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
Activities Assistant
Franciscan St. James Health
Crete, IL
09.2017 - 11.2017
- Assisted in the development of activity plans for residents on a weekly basis.
- Organized and implemented activities to meet the individual needs of each resident.
- Facilitated group activities such as bingo, arts and crafts, cooking classes.
- Provided one-on-one assistance with activities for those who needed it.
- Monitored safety and cleanliness during activities.
- Maintained records of all activity participation.
- Developed relationships with families and other members of the community to further enhance recreational opportunities for residents.
- Kept activities spaces organized, clean and tidy.
- Tracked resident demographics and preferences in order to develop enjoyable activities plans.
Elderly Caregiver
First Light Home Care
Valparaiso, IN
03.2017 - 07.2017
- Provided companionship and emotional support to elderly clients.
- Assisted with activities of daily living such as bathing, dressing, grooming, toileting and eating.
- Ensured safety of clients in their home environment by using appropriate equipment and techniques.
- Organized recreational activities to promote physical and mental well-being of the elderly.
- Transported clients to doctor appointments or other necessary outings.
- Communicated effectively with family members on progress of client's health condition.
- Conducted light housekeeping duties including laundry, cleaning and meal preparation for clients.
- Encouraged social interaction between clients and their families.
- Responded quickly in emergency situations in a calm manner.
- Provided emotional support during end-of-life transitions.
- Respected the privacy, dignity and confidentiality of each client served.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Tracked and reported clients' progress based on observations and conversations.
Supervisor
Enhanced Marketing Solutions
Chicago Heights, IL
03.2014 - 02.2017
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Created new strategies for improving customer service standards within the organization.
- Coordinated employee schedules according to shift changes and availability.
- Provided ongoing training to address staff needs.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Set specific goals for projects to measure progress and evaluate end results.
Sales Associate
Kohls Department Store
Merrillville, IN
11.2016 - 01.2017
- Greeted customers and provided exceptional customer service.
- Demonstrated product features and benefits for customers' needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Collected payments and provided accurate change.
- Adhered to company initiatives and achieved established goals.
Sales Agent
ORC Protel
Lansing, IL
04.2012 - 12.2012
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Developed relationships with customers by providing excellent customer service.
- Negotiated contracts with customers to secure sales deals.
- Offered product and service consultations and employed upselling techniques.
- Offered coupons and special deals to increase customer spending.
Directors Assistant
Village of Ford Heights
Ford Heights, IL
05.2010 - 01.2011
- Processed orders, forms, applications and requests.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Suggested solutions for improvement of product offerings based on customer feedback.
- Inputted data into computer system to ensure accuracy and completeness of records.
- Validated customer information, such as addresses and contact numbers.
- Created spreadsheets for tracking incoming orders and outgoing shipments.
- Generated reports on discrepancies between physical counts and computer records.
- Organized files, updated customer information, and generated reports as requested.
- Resolved problems related to incorrect or incomplete data entries.
- Conducted quality control checks on all entries prior to submission.
Teacher's Aide
Alphabet Campus 2
Glenwood, IL
06.2009 - 08.2009
- Assisted teachers in preparing materials for instruction and classroom activities.
- Provided support to students by monitoring their progress, answering questions, and helping with assignments.
- Instructed small groups of students on specific topics within the scope of teacher's lesson plan.
- Helped maintain a safe learning environment for all students.
- Enforced rules for behavior and procedures to maintain order among class.
- Supervised children and participated with children in activities.
- Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
- Assisted teachers with lesson preparation and curriculum implementation.
- Prepared lesson materials and visual aids to reinforce lesson concepts.
Education
Dialysis Tech Program -
Midwestern Career College
Chicago, IL01.2012
High School Diploma -
Thornton Fraction South
Lansing, IL05.2011
Bachelor of Science - Business Health Administration
Western Governors University
Salt Lake City, UTAssociate of Science -
Lincoln College
Lincoln, ILSkills
- Report Creation
- Computer Proficiency
- Inbound and Outbound Calling
- Problem-Solving Abilities
- Clerical Support
- Business Development Understanding
- Project Management Abilities
- Telephone Etiquette
- Courteous and Professional
- Multi-Line Phone Systems
Certification
- CPR/AED Certificate-October 2021- Current
Accomplishments
- United Health Group-
Diamond Award
The award was for Consistent Performance Metrics
M&R Certification Award
The award for completion of Medicare & retirement Certifications levels 1&2
My LinkedIn/My Learning
- Claims (UNET-Facets) Learn sources
- UMR Learn sources
Timeline
Customer Service Advocate
United Health Group, Optum
06.2022 - Current
Customer Service Representative
Skybridge Americas
04.2021 - 09.2021
Transportation Manager
M&M Express Transportation Services
09.2020 - 06.2022
Activities Assistant
Wittenberg Lutheran Village
10.2019 - 03.2020
Activities Assistant
Franciscan St. James Health
09.2017 - 11.2017
Housekeeper
Franciscan St. James Hospital
07.2017 - 06.2018
Elderly Caregiver
First Light Home Care
03.2017 - 07.2017
Sales Associate
Kohls Department Store
11.2016 - 01.2017
Supervisor
Enhanced Marketing Solutions
03.2014 - 02.2017
Sales Agent
ORC Protel
04.2012 - 12.2012
Directors Assistant
Village of Ford Heights
05.2010 - 01.2011
Teacher's Aide
Alphabet Campus 2
06.2009 - 08.2009
Dialysis Tech Program -
Midwestern Career College
High School Diploma -
Thornton Fraction South
Bachelor of Science - Business Health Administration
Western Governors University
Associate of Science -
Lincoln College