Kendra Johnson
Lexington,KY
Summary
Hard-working professional with 20+ years of experience and a proven knowledge of customer service, customer communications, and conflict resolution. Aiming to leverage my skills to secure a role with your company that proves beneficial to both of us.
Overview
9
9
years of professional experience
Work History
Duel CSR
Maximus Federal Services
Winchester, KY
06.2021 - Current
- MEDICARE
- Answer incoming calls from Medicare beneficiary
- Active Listening for their need on how to assist
- Researching Claims
- Explaining Premiums, deductibles, secondary insurance, primary insurance
- Going over medicare advantage plans and medi-gap plans in details
- getting a list of mediations they take to find th right plan
- Working with Doctors to get prior auth for procedure or codes
- Reporting fraudulent claims reassuring the beneficiary we are taking every measure to keep them safe
- Transferring calls to appropriate departments
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Sending out Medicare cards
- sending out 1095-b
- MARKETPLACE
- Signing up consumers for insurance, explaining co-payments, deductibles, coinsurance
- Going over all insurance plans in details
- Filling out insurance applications
- sending out 1095-a
- Assisting consumer with outstanding customer service to maintain my 5 star rating
Assistant Manager
Intermark Management
Columbia , SC
08.2014 - 06.2020
- Meet with prospective tenants to show properties, explain terms of occupancy, and provide information about local areas.
- Direct collection of monthly assessments, rental fees, and deposits and payment of insurance premiums, mortgage, taxes, and incurred operating expenses.
- Manage and oversee operations, maintenance, administration, and improvement of commercial, industrial, or residential properties.
- Market vacant space to prospective tenants through leasing agents, advertising, or other methods.
Accounting Specialist
Miller Mayor Sullivans Stevens
Lexington, KY
01.2012 - 07.2014
- Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.
Interview clients to obtain additional information on taxable income and deductible - • Supervise financial and accounting processes and ensure adherence to company/federal laws.
• Prepare and distribute financial statements and reports to management in a timely manner.
• Perform account reconciliation activities on a periodic basis.
• Post monthly journal entries.
• Conducting bi-weekly KPIs with my team.
• Assist in goals setting and performance improvements for finance staff.
• Register all finance transactions accurately for future references.
• Create financial presentations for management and clients.
• Address financial issues and inquiries from internal and external customers.
• Develop best practices to enhance operational performance and productivity.
▪ Accountable for partnering with clients to find efficient/effective methods to address their goals and deliver satisfying client experiences; collaborated with peers to provide customers with technical knowledge and to consistently deliver best-in-class service in fast-paced, sometimes hectic, customer-centric environments.
▪
Convey complex/detailed issues, rules, and requirements for clients on accounts, expectations, and follow-ups in delivering value-added data.
▪ Provide general accounting and analysis and perform both routine/non-routine accounting functions; contribute to the month end close process, contract compliance, SOX key controls, and account analyses.
▪ Analyzing GL accounts to ensure activities comply with company policy; verify contract compliance; conduct SOX compliance testing; and complete ad-hoc projects as requested.
Education
Bachelor of Arts - Business Administration
University of Kentucky
Lexington, KYReal Estate
Keller Williams
Lexington, KY2022
High School Diploma -
Fort Knox High School
Ft Knox Ky05.1997
Skills
- Core Competencies
- Working with Clients Delivering World-Class Service Attention to Detail Subject Matter Expert Analytical Thinking Strategic Planning Quality Assurance Troubleshooting Testing Customer Service Multitasking Team Leadership Training Facilitation Complex Problem-Solving Client Relations Management Oracle JDE 400 QuickBooks Communication Strong Work Ethic, Data Entry Skills, Time Management, Problem Solving
- Microsoft Office Multitasking and Prioritization
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Issue and Complaint Resolution
- Customer Retention Strategies
- Patient and Empathetic
Timeline
Duel CSR
Maximus Federal Services
06.2021 - Current
Assistant Manager
Intermark Management
08.2014 - 06.2020
Accounting Specialist
Miller Mayor Sullivans Stevens
01.2012 - 07.2014
Bachelor of Arts - Business Administration
University of Kentucky
Real Estate
Keller Williams
High School Diploma -
Fort Knox High School