Johnnita Spencer
Rockford,IL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
Work History
Account Service Manager
United Healthcare Group
02.2024 - Current
- Analyzed market trends and competitor activity in order to develop effective strategies for improving services offered by the company.
- Initiated contact with potential customers through cold calls or emails to promote company products and services.
- Assessed current client needs and identified new opportunities for growth.
- Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Worked collaboratively with team members across multiple departments; identified areas where processes could be improved.
Claims Customer Service Representative
United Healthcare Group
10.2022 - Current
- Investigated discrepancies between customer's records and company documents to resolve disputes quickly and efficiently.
- Advised customers on how to submit claims correctly according to policy terms and conditions.
- Participated in team meetings discussing issues related to customer service operations.
- Maintained up-to-date knowledge of industry standards, trends, best practices, regulatory changes and new services related to customer service operations.
- Processed payments for approved claims within established time frames.
- Provided customer service to clients regarding their insurance claims inquiries.
- Prepared reports detailing daily activities including number of calls taken, call durations, resolution times.
- Ensured compliance with applicable laws and regulations when handling customer inquiries or requests.
Direct Care Staff Member
Milestone
Rockford, IL
12.2016 - 06.2023
- Maintained accurate records and reports related to client care activities.
- Utilized appropriate techniques when dealing with challenging behaviors.
- Participated in training programs as required by state licensing regulations.
- Communicated effectively with other members of the healthcare team.
- Promoted a positive environment that respects the dignity of residents and clients.
- Ensured safety of all clients in accordance with facility regulations.
- Performed housekeeping tasks, such as changing linens and cleaning rooms.
- Transported clients to medical appointments or other destinations as needed.
- Responded promptly to emergency situations involving client health or safety.
- Supported client rights in accordance with applicable laws, regulations and ethical standards.
- Provided personal care to clients, such as bathing, dressing and grooming.
Assistant Program Director
YWCA
Janesville, WI
08.2021 - 09.2022
- Oversaw daily operations of the program including scheduling, staffing, and administrative tasks.
- Created strategies for improving overall efficiency of the program through better utilization of resources.
- Provided technical assistance to program staff on a variety of topics related to program operations.
- Participated in weekly team meetings with Program Director to discuss progress on projects and initiatives.
- Prepared reports summarizing project performance data for submission to the Program Director or upper management.
- Facilitated communication between the Program Director and other departments within the organization.
- Monitored program budgets to ensure fiscal responsibility and accuracy.
Residential House Manager
Opportunity House Inc
Sycamore, IL
12.2019 - 07.2021
- Supervised a team of housekeepers, gardeners, and other personnel responsible for maintaining the property's upkeep and appearance.
- Maintained records of supplies, equipment, and services purchased.
- Ensured compliance with local laws regarding residential housing regulations.
- Arranged transportation services for tenants when necessary.
- Provided support to tenants during their stay in the residential house.
- Conducted regular safety checks and implemented preventive measures as necessary.
- Managed scheduling of staff and contractors, ensuring timely completion of tasks.
- Assisted in developing policies and procedures related to residential life at the property.
Forklift Operator
Lowes Distribution Center
Rockford, IL
02.2017 - 06.2019
- Monitored warehouse aisles to prevent collisions with pedestrians or other equipment.
- Assisted in the loading and unloading of goods from trucks, containers and railcars using forklift.
- Inspected loads prior to lifting to determine weight distribution and stability.
- Organized warehouse shelves and racks for efficient retrieval during order fulfillment process.
- Performed daily maintenance checks on forklifts to ensure optimal performance.
- Verified accuracy of incoming orders against packing slips before loading onto truck and trailer for shipment.
- Followed standard work instructions accurately when picking, sorting, staging and scanning products.
- Ensured safety procedures were followed when operating forklifts.
Lead Direct Care Staff Member
REM Iowa
Davenport, IA
07.2011 - 07.2015
- Created daily activity schedules for clients, including educational and recreational activities.
- Advised family members on how best to support their loved one's recovery process.
- Ensured compliance with all state regulations related to the operation of the facility.
- Provided direct supervision of staff and clients in a residential setting.
- Collaborated with other departments within the organization to coordinate services for clients.
- Provided support during difficult transitions such as discharge from the facility or admission into another program.
- Oversaw the maintenance of a clean environment that meets health standards while promoting an atmosphere conducive to healing.
- Assessed client needs and developed individualized treatment plans.
- Served as a mentor for new staff members by providing guidance on how best to serve clients' needs.
Education
Human Resources Management
Rockford Career College
Rockford, IL06-2021
Skills
- CRM software proficiency
- Data-driven decision-making
- Upselling strategies
- Employee Development
Timeline
Account Service Manager
United Healthcare Group
02.2024 - Current
Claims Customer Service Representative
United Healthcare Group
10.2022 - Current
Assistant Program Director
YWCA
08.2021 - 09.2022
Residential House Manager
Opportunity House Inc
12.2019 - 07.2021
Forklift Operator
Lowes Distribution Center
02.2017 - 06.2019
Direct Care Staff Member
Milestone
12.2016 - 06.2023
Lead Direct Care Staff Member
REM Iowa
07.2011 - 07.2015
Human Resources Management
Rockford Career College