Summary
Overview
Work History
Education
Skills
References
Addition Projects/Volunteer Assignments
References
Timeline
Generic

Kyahna Johnson

Hazelwood,MO

Summary

My objective is to efficiently utilize my skills in risk management, compliance, research/and resolution to advance in the company. Having a solid team player is very important. I have demonstrated the ability to empathize, actively listen, problem solve while building a report with clients in Wealth and Investment scope. I take pride in being able to service and provide resolution our client while being able to exceed metric expectation. My positive attitude, work ethics, and long-term goals align with the job requirements, making me a committed and valuable asset to the company.

Overview

8
8
years of professional experience

Work History

Customer Service Representative- WIM Investments

Well Fargo ICC
Saint Louis, MO
02.2023 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Escalated customer concerns, within scope of support issues and requirements, to supervisors for immediate rectification.
  • Assist with general forms and requests initiated by the client, such as account access, money movement, and authorizations/status updates.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Leveraged multiple software, such as Utilize system such as CIV, Smart Station, BETA, UAR, and Enterprise Escalation Portal. Sources are used to compile data gathered from various sources.

PHARMACY TECHNICIANQUALITY TECH

Walmart
Saint Louis, MT
01.2022 - 01.2023
  • Receiving prescriptions, processing prescriptions electronically, and ensuring all information is complete and accurate.
  • Working with insurance companies in network regulation, prior authorization request within SLA processing.
  • Works under pharmacist and completes additional tasks assigned.
  • Conduct non-sterile and/or sterile compounding, and be responsible for maintaining the required documentation and records.
  • Maintains quality assurance standards and required documentation; maintains regulatory cleanliness compliance.
  • Assists in the preparation of medication orders, including workflow management, basic preparation, and non-sterile compounding.
  • Accepting written prescriptions or refill requests from patients, and evaluating information for completeness and accuracy.
  • Recording medical histories while maintaining confidentiality and compliance with HIPAA regulations.
  • Delivering quality customer service to patients, responding to inquiries, questions, or requests, and referring them to the pharmacist for medical information.
  • Verifying the accuracy of patient information.
  • Counting prescription medication, filling prescriptions, and typing and attaching medication labels.
  • Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.

DIRECTOR

Our Future Leaders Academy
St. Louis, MO
08.2019 - 01.2023
  • Partners with the leadership team to understand and execute the organization's human resource and talent strategy, particularly as it relates to current and future talent needs, recruiting, retention, and succession planning.
  • Provides support and guidance to HR generalists, management, and other staff when complex, specialized, and sensitive questions and issues arise. May be required to administer and execute routine tasks in delicate circumstances, such as providing reasonable accommodations, investigating allegations of wrongdoing, and terminations.
  • Perform basic bookkeeping duties. Responsible for creating job listings for open positions in the company, then must be able to process a thorough screen for possible candidates.
  • Conducting interviews with potential candidates, proceed with screening, and if hired, continue with orientation and onboarding.
  • Manages the talent acquisition process, which may include recruitment, interviewing, and hiring of qualified job applicants, particularly for managerial, exempt, and professional roles. Collaborates with departmental managers to understand skills and competencies required for openings.
  • Analyzes trends in compensation and benefits; researches and proposes competitive base and incentive pay programs to ensure the organization attracts and retains top talent.
  • Creates learning and development programs and initiatives that provide internal development opportunities for employees.
  • Oversees employee disciplinary meetings, terminations, and investigations.
  • Maintains compliance with federal, state, and local employment laws and regulations, and recommended best practices; reviews policies and practices to maintain compliance.
  • Maintains knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law.
  • Responsible for creating job listings for open positions in the company, then must be able to process a thorough screening for possible candidates.
  • Conducting interviews with potential candidates, proceed with screening, and if hired, continue with orientation and onboarding.

INTERNET/PHONEQUALITY RESOLUTION SPECIALST

Spectrum
St Louis, MO
06.2019 - 05.2022
  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Monitor and resolve exception tasks from the billing and provisioning systems for all residential and commercial order activity, including new connections, reconnects, service changes, and disconnects.
  • Process inbound and outbound customer calls related to order exceptions, such as TPV failures and LNP errors, which prevent orders from flowing properly.
  • Research, resolve, and reschedule orders as needed.
  • Contact the customer or authorized contact to resolve the failure in accordance with company and regulatory requirements.
  • Perform all customer contacts within established service and performance guidelines.
  • Knowledge of general accounting and billing procedures, office procedures, and company policies.
  • Process a variety of customer inquiries: order placement, quotations, requests for status on orders, deliveries, and repairs.
  • Input account data into software, verify customer account accuracy, credit terms, etc.
  • Handles escalation tickets.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.

LEAD AUDITOR AND INTAKE COORDINATOR

Our Future Leaders Academy
St. Louis
11.2016 - 08.2019
  • Verifies assets and liabilities by comparing items to documentation.
  • Examined financial statements to detect and report errors and irregularities.
  • Supervised order fulfillment and inventory management services to ease operations and support administrative and healthcare staff.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Ensure that the organization is complying with relevant laws and statutes.
  • Evaluate internal control and make recommendations on how to improve.
  • Accessed enrollment forms for state-based pay, and approved admissions paperwork.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Creates and maintains student records.
  • Identified risks and opportunities with management to improve business processes.
  • Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.

OFFICE MANAGER- Risk and Compliance Overseer

About U In Home Service LLC
St. Louis, MO
06.2018 - 06.2019
  • Warmly greet visitors to our facility, answer and direct phone calls promptly, fielding solicitors/cold sales calls, and maintain office efficiency by arranging necessary repairs.
  • Perform a variety of administrative duties, such as generating and distributing memos, letters, spreadsheets, forms, and faxes; and sorting and distributing incoming mail.
  • Facilitated billing by preparing and sending invoices, maintaining client databases, tracking accounts, overseeing the invoice workflow, and assisting in copying and distributing production orders and other internal documents as requested.
  • Update spreadsheets used by accounting, production, and field services, as requested.
  • Schedule and track meetings and appointments, and make sure prospective clients meet the requirements of medical assessment to determine service coverage.
  • Assigned work and monitored performance of project personnel.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Recruited and trained new employees to meet job requirements.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Performed internal compliance audits by reviewing inquiries into elder fraud and misconduct, records of company policy, and noncompliance reports.
  • Oversaw full audit lifecycle according to organizational protocol, generating progress and closing reports for leadership and clients.

OFFICE ADMINISTRATOR MANAGER

Gentle Hands Home Care LLC
St. Louis
06.2017 - 06.2018
  • Perform basic bookkeeping duties.
  • Creating job listings for open positions in the company, then must be able to process a thorough screening for possible candidates; proceed with screening, and if hired, continue with orientation and onboarding.
  • Managed service agreements and purchase orders to drive budget performance and meet schedule requirements.
  • Warmly greet visitors to our facility, answer and direct phone calls promptly, fielding solicitors/cold sales calls, and maintain office efficiency by arranging necessary repairs.
  • Perform a variety of administrative duties, such as generating and distributing memos, letters, spreadsheets, forms, and faxes; and sorting and distributing incoming mail.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Schedule and track meetings/appointments, and make sure prospective clients meet the requirements of medical assessment to determine service coverage.
  • Provide some construction document and project controls (RFIs, submittals, etc)
  • Maintain the department seating chart, type memos, correspondence, reports, and other documents.
  • Input information regarding fraud investigations into detailed reports for submission to clients.
  • Coordinate travel arrangements and any other internal services for various projects.
  • Assist with the processing of expense reports.
  • Set up and monitor training, and assist with applications and licensing.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.

Teacher

Playtime Child Care Learning Center
St. Louis
09.2016 - 09.2017
  • Develop a program for young children within the preschool
  • Establish policies and procedures for inside and outside the classroom
  • Prepare the classroom for class activities
  • Provide a variety of learning materials and resources for use in educational activities
  • Observe and evaluate student's performance and development
  • Assign and grade class work, homework, tests and assignments.

Education

Bachelor of Science - Business Administration And Risk Management

Southern New Hampshire University
Hooksett, NH
05-2022

Bachelor of Arts - Business Communications

Saint Louis Community College
St Louis, MO
05-2019

Skills

  • Comunication
  • Risk and Compliance Regulations Trained
  • Conflict Mediation
  • Data Entry
  • Work Orders
  • Human Resource/Generalist
  • Project Coordinator
  • Active Listening
  • Critical Thinking
  • Bookkeeping
  • Fraud Awareness
  • Customer Relationship Management (CRM)
  • Quality Assurance Controls
  • Solution Quality Assurance
  • CIV, BETA, POS
  • Project Planning and Implementation
  • Research Planning
  • Documentation And Reporting

References

  • Monique Williams-Moore, 314-761-8686, WIA YOUTH DIRECTOR URBAN LEAGUE
  • Brad Tillis, 314-615-6053, Urban League Mentor/Advisor
  • Tim Lakey, 314-506-9494, Business Professor

Addition Projects/Volunteer Assignments

*Digital Advocacy for team McRoberts@WIM- strategy project to promoted digital advocacy awareness promotion 

*Team Captain for team Bonnor@ Spectrum- additional chat observer and team support  january 2021- 2022

*interim Directory for Our Future LeadersAcademy August 2018- August 2019promoted to director

References

References available upon request.

Timeline

Customer Service Representative- WIM Investments

Well Fargo ICC
02.2023 - Current

PHARMACY TECHNICIANQUALITY TECH

Walmart
01.2022 - 01.2023

DIRECTOR

Our Future Leaders Academy
08.2019 - 01.2023

INTERNET/PHONEQUALITY RESOLUTION SPECIALST

Spectrum
06.2019 - 05.2022

OFFICE MANAGER- Risk and Compliance Overseer

About U In Home Service LLC
06.2018 - 06.2019

OFFICE ADMINISTRATOR MANAGER

Gentle Hands Home Care LLC
06.2017 - 06.2018

LEAD AUDITOR AND INTAKE COORDINATOR

Our Future Leaders Academy
11.2016 - 08.2019

Teacher

Playtime Child Care Learning Center
09.2016 - 09.2017

Bachelor of Science - Business Administration And Risk Management

Southern New Hampshire University

Bachelor of Arts - Business Communications

Saint Louis Community College

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Kyahna Johnson