Summary

Overview

Work History

Education

Skills

Timeline

Jlaire Gelain Johnson

Dallas,GA

Summary

Customer Success and Client Operations professional with 8+ years of experience supporting enterprise and consumer clients across financial services, compliance, claims, and technology environments. Proven ability to manage the full customer lifecycle—from onboarding through retention—by driving service performance, handling escalations, analyzing operational data, and coordinating cross-functional teams. Proficient at operating in regulated, high-volume environments while maintaining high customer satisfaction and minimizing risk.

Overview

years of professional experience

Work History

Retirement Benefits / Advisor Support Representative

Principal Financial Group

04.2021 - 11.2024

Managed advisor and client relationships across the full customer lifecycle, including onboarding support, ongoing service delivery, issue resolution, and retention.
Delivered high-volume client support (80+ calls per day) while maintaining a 95% customer satisfaction rating in a regulated financial services environment.
Served as a primary point of contact for retirement plan inquiries, including ESOP education, plan rules, participant accounts, and transaction processing.
Identified service risks and recurring issues, clarified expectations, and resolved problems proactively to prevent escalations.
Conducted virtual onboarding and orientation sessions for new advisors to support early adoption and service readiness.
Collaborated with internal teams to resolve complex benefit inquiries, process documentation, and ensure compliance with plan and regulatory requirements.
Documented all client interactions accurately in CRM systems to support service continuity and reporting.
Remote

Compliance Analyst

LevelUp / Capco

09.2020 - 12.2020

Reviewed and analyzed military orders and supporting documentation to ensure compliance with state regulations and internal policies.
Validated records using proprietary systems to reduce compliance risk and prevent processing errors.
Communicated findings and discrepancies to internal stakeholders to support timely and compliant decision-making.
Conducted comprehensive contract reviews to ensure compliance with applicable laws and regulations.

Claims Analyst

Adecco

02.2019 - 09.2020

Analyzed end-to-end claims documentation to verify eligibility and ensure accurate, policy-compliant settlements.
Identified and resolved claim exceptions by coordinating with multiple departments and driving issues to completion.
Applied analytical review and process controls to reduce errors and payment delays.
Analyzed claims data to identify discrepancies and ensure compliance with industry standards.

Travel Consultant / Customer Service Representative

Intelenet Global

02.2017 - 02.2020

Managed client travel reservations using Sabre and Apollo systems, including changes, cancellations, and emergency rebooking.
Served as a trusted advisor during high-stress situations, providing alternatives and resolving issues quickly.
Built and maintained strong client relationships through proactive communication and reliable service delivery.
Remote/part time

Customer Service Representative III

Bank of America – Merrill Lynch

06.2015 - 11.2016

Supported Merrill Lynch clients with investment account setup, maintenance, and issue resolution.
Navigated internal systems and departments to resolve client requests efficiently.
Documented all interactions and resolutions in proprietary systems to ensure compliance and service continuity.
Contract

Customer Service Coordinator

MedRecon

01.2016 - 06.2016

Coordinated customer service requests, purchase orders, invoicing, and service follow-through.
Tracked orders from initiation through payment while ensuring accuracy and timeliness.
Escalated complex issues appropriately to maintain service standards and customer satisfaction.
Implemented process improvements that streamlined communication between departments, reducing response times.
Contract

Senior Product Support Analyst / Project Coordinator

Donovan Data Systems

New York, NY

05.2000 - 03.2009

Served as a primary liaison between clients, technical teams, and project managers for proprietary financial software platforms.
Managed service requests, incidents, and escalations using incident management and call-tracking systems.
Coordinated global software rollouts, client training, and system updates to ensure successful adoption.
Participated in SDLC activities, process improvement initiatives, and infrastructure audits to enhance system performance and client experience.
Delivered client communication, troubleshooting, and status updates to maintain trust and service stability.