Mariah Johnson
Ridgeland,United States
Summary
- Sharsha Foster- Supervisor : Veteran Affairs VBA ( National Contact Center) : Email: Sharsha.FOSTER@va.gov
- Imani Dean- Beacon Hill Staffing Group/ Nan McKay Supervisor : 786-223-1494 Email: Idean005@outlook.com
Overview
2
2
years of professional experience
Work History
Legal Administrative Specialist
Veteran Affairs VBA NCC ( National Contact Center)
02.2023 - Current
- Hours Worked per Week: 40 hours per week
- Skillfully interacts with the public using phone, email, and video platforms. Offer guidance on benefits and rights, elucidate legal provisions, regulations, and administrative practices, assist in document preparation, and proactively address errors or delays in benefit acquisition.
- Explains benefits to plan participants in easy to understand terms in order to educate each on available options.
- Explains the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted.
- Advising and providing information on benefits and rights;
- Explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases.
- Assisting individuals regarding how best to provide needed documents and evidence required, and/or.
- Determine the identity of the visitor/caller and general purpose of the call. Initiating inquiries to resolve errors, delays, or other problems in obtaining benefits.
- Utilized various automated systems, including Word, PowerPoint, spreadsheets, and communication software, to enhance efficiency.
- Performs claim or appeal related work including, but not limited to, providing comprehensive claim or appeal status updates, processing change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim, etc.
- Reviewed outgoing correspondence.
- Explains VBA rating decisions and provides explanations for the decisions using extensive knowledge of VA benefits and services, claim and appeal processing procedures, and all pertinent information available within the systems of record.
- Researches, assembles, and summarizes a wide variety of material for office functions.
Customer Service Ambassador Team Lead (NJDCA)
Beacon Hill Staffing Group
08.2021 - 02.2023
- Hours Worked per Week: 40 hours per week.
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs for New Jersey Department Of Community Affairs COVID 19 Emergency Rental Assistant Program.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Analyzing problems to identify factors, gather pertinent data.
- .Resolved customer service issues using company processes and policies and provided updates to customers.
- Recognize solutions; planning and organizing work; and communicating effectively both orally and in writing.
- Assisting individuals regarding how best to provide needed documents and evidence required.
- Answered over 300 inbound and outbound calls from clients by phone and via email inquiring them of documentation needed for application.
- Explaining legal provisions, regulations, and decisions to a variety of audiences.
- Answered client questions about lease and rental agreements and advocated on behalf of client needs.
- Documented all communication with applicants and inputted information into system using Podio.
- Counseling individuals about benefits;
- Used Podio and Docuphase to maintain over [1000] candidate files and file notes.
- Initiating inquiries to resolve errors, delays, or other problems in obtaining benefits..
- Documented problems and corrective actions to maintain records.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Education
Associate of Occupational Therapy Assistant -
Holmes Community College
Goodman, MS08.2024
Associates of General Studies -
Hinds Community College
Raymond, MS05.2021
High School Diploma -
Ridgeland High School
Ridgeland, MS05.2019
Skills
- Advanced Clerical Knowledge
- Data Review
- Computer Skills
- Customer Account Management
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Transfer Processes
- Team Contribution
- Understanding Customer Needs
- Customer Retention Strategies
- Processing Personnel Records Compilation
- Benefits Explanations
- Writing
- Screening Processes
- Hiring and Retention
- Recruiting Processes
- HR Policies
- Written Communication
Systems
- Microsoft Word / Office Tools
- Excel Spreadsheet
- OneNote
- Powerpoint
- CRM Podio
- RightFax
- Genesys Cloud
- DOMA
- Centralized Mailing System
- Docuphase
- Cisco Finesse
Timeline
Legal Administrative Specialist
Veteran Affairs VBA NCC ( National Contact Center)
02.2023 - Current
Customer Service Ambassador Team Lead (NJDCA)
Beacon Hill Staffing Group
08.2021 - 02.2023
Associate of Occupational Therapy Assistant -
Holmes Community College
Associates of General Studies -
Hinds Community College
High School Diploma -
Ridgeland High School
Similar Profiles
Tracey KnowlesTracey Knowles
Readjustment Counselor, LCSW-S at Dept of Veteran Affairs Vet CenterReadjustment Counselor, LCSW-S at Dept of Veteran Affairs Vet Center
Kimberly Quillin BSN, RNKimberly Quillin BSN, RN
Gastroenterology Nurse at Veteran Affairs Medical CenterGastroenterology Nurse at Veteran Affairs Medical Center
Ashlee HollowayAshlee Holloway
Registered Nurse, MAC Team (Hem/Onc Clinic) at Richard L Roudebush Veteran Affairs Medical CenterRegistered Nurse, MAC Team (Hem/Onc Clinic) at Richard L Roudebush Veteran Affairs Medical Center