Kierra B. Johnson
Atlanta,GA
Summary
HR and Employee Experience professional with specialized experience supporting employees and retirees through benefits, retirement, and employment life-cycle events. Known for delivering empathetic, clear, and accurate guidance while resolving complex inquiries, managing cases, and navigating HR systems in high-volume corporate environments.
Overview
5
5
years of professional experience
Work History
Pension Analyst / Retirement Counselor
UPS
Atlanta, GA
04.2024 - Current
- Serve as a primary point of contact for employees and retirees regarding retirement, pension, and benefit-related inquiries
- Provide empathetic counseling to participants navigating retirement elections, beneficiary changes, and life transitions
- Analyze cases to ensure accurate eligibility determinations, calculations, and timely resolutions
- Resolve escalated Tier 1 inquiries by researching plan provisions, policies, and historical records
- Utilize HR and pension systems to document, track, and resolve cases across phone and case management platforms
- Collaborate with internal teams to ensure compliance with plan rules, regulations, and confidentiality standards
- Balance phone-based counseling with production-driven case management in a high-volume corporate environment
- UPS Corporate HQ
Sales Associate
iTravel
Atlanta, GA
04.2023 - 09.2023
- Provided exceptional customer service and accurate product information
- Increased purchase amounts through consultative cross-selling
- Assisted customers with troubleshooting and technical support for Apple devices
Leave of Absence Coordinator / Claims Specialist
Sedgwick CMS
Hilliard, OH
09.2021 - 03.2023
- Reviewed and processed employee leave of absence requests in accordance with federal, state, and local regulations
- Provided compassionate guidance to employees managing medical, family, and disability-related situations
- Acted as a liaison between employees, managers, HR teams, and healthcare providers
- Maintained accurate and confidential medical and employment records within HR systems
- Drafted formal correspondence related to leave determinations and employee notifications
Customer Service Representative
Navy Federal Credit Union
Pensacola, FL
04.2021 - 09.2021
- Supported members with complex financial inquiries requiring trust and discretion
- Maintained accuracy and confidentiality in all transactions
- Delivered empathetic service in high-volume call environments
Education
Bachelor of Science - Computer Information Systems (Concentration in Cybersecurity)
Post University
12.2027
High School Diploma -
Hephzibah High School
05.2014
Skills
Retirement & Benefits Counseling
Employee & Retiree Support
Case Management & Escalation Resolution
HRIS Systems (PeopleSoft, SAP, Salesforce)
Payroll, Benefits & Leave Administration
Knowledge Base & Self-Service Support
Confidential Data Handling (HIPAA)
Process Improvement & Documentation
Verbal & Written Communication
Employee Advocacy & Empathy
HR policies and procedures
Timeline
Pension Analyst / Retirement Counselor
UPS
04.2024 - Current
Sales Associate
iTravel
04.2023 - 09.2023
Leave of Absence Coordinator / Claims Specialist
Sedgwick CMS
09.2021 - 03.2023
Customer Service Representative
Navy Federal Credit Union
04.2021 - 09.2021
Bachelor of Science - Computer Information Systems (Concentration in Cybersecurity)
Post University
High School Diploma -
Hephzibah High School