Summary

Overview

Work History

Education

Skills

Remote Eligible

Work Preference

Timeline

Open To Work

JLAIRE JOHNSON

Atlanta,GA

Summary

Results-driven operations and client support professional with 8+ years in high-volume environments. Successfully enhanced service accuracy and workflow efficiency through root cause analysis, cross-department collaboration, and comprehensive CRM documentation, leading to improved customer outcomes and streamlined processes.

Overview

years of professional experience

Work History

Retirement Benefits / Advisor Support Representative

Principal Financial Group

04.2020 - 11.2024

Educated users on system workflows and retirement plan processes, helping reduce recurring support issues.
Investigated complex operational and account issues, analyzing workflows and coordinating with operations and compliance teams to identify root causes and implement corrective actions.
Collaborated across departments to resolve transaction discrepancies and service issues, ensuring resolution within established timelines.
Supported onboarding and account setup processes by reviewing submitted documentation for completeness, accuracy, and compliance with internal requirements.
Maintained detailed CRM documentation for case tracking, enhancing issue visibility and supporting operational reporting.
Managed high-volume service requests while maintaining strong accuracy and service quality standards.

Claims Analyst

Adecco

05.2019 - 06.2020

Investigated claim processing exceptions, validating documentation and coordinating with internal teams to resolve discrepancies, thereby enhancing claims accuracy.
Executed standardized workflows and quality controls to achieve accurate claim outcomes, contributing to overall operational reliability.
Achieved consistent productivity and accuracy in high-volume, deadline-driven operational environments, supporting efficient claims processing.

Compliance Analyst

LevelUp / Capco

06.2020 - 12.2020

Reviewed documentation and account records to ensure regulatory and operational compliance, enhancing overall compliance integrity.
Identified discrepancies and escalated issues to teams, facilitating timely resolutions and improving operational accuracy.
Maintained comprehensive documentation to support compliance reviews, ensuring audit readiness and regulatory adherence.

Travel Consultant / Customer Service Representative

Intelenet Global

10.2017 - 02.2020

Troubleshot system errors and coordinated solutions with internal and external partners to resolve booking and system issues across multiple platforms.
Managed high call volumes while maintaining detailed case records and documentation to ensure accurate tracking of customer interactions.
Contributed feedback to support service process improvements by escalating recurring operational issues.

Senior Product Support Analyst / Project Coordinator

Donovan Data Systems

New York, NY

05.2001 - 03.2009

Served as liaison between clients and technical teams to support platform upgrades and operational continuity.
Assisted with onboarding and implementation initiatives by coordinating project activities and maintaining documentation.
Investigated system and workflow issues by reproducing problems, documenting findings, and collaborating with development teams to implement effective solutions.
Documented troubleshooting steps and system processes, enhancing internal knowledge base resources for future reference.

Education

Bachelor of Liberal Arts -

Southern New Hampshire University

Manchester, NH