Monica Johnson
Centene
Mabelvale,AR
9
years of professional experience
Service-focused leader with 36 years of experience in customer support, claims inquiries, and complex case resolution. Skilled at explaining benefits and procedures, reviewing case records, preparing correspondence, and coordinating solutions to resolve issues and delays.
Work History
Supervisor, Escalation Response
1 Year 8 Months- Lead daily escalation operations, coordinating timely responses to complex customer and member concerns.
- Reviewed case information, identified problems or delays, and collaborated across departments to resolve barriers and advance cases.
- Monitored case volumes, recurring issues, and resolution outcomes; recommended process and workflow improvements to enhance overall efficiency.
- Communicate case expectations, operational risks, trends, and resource needs to employees and leadership.
- Ensure case handling follows applicable regulatory requirements, confidentiality standards, and internal policies and procedures.
- Coach employees and review performance to improve the accuracy, quality, and consistency of resolutions.
- Managed case assignments and follow-up in ticketing systems to ensure timely action and maintain accurate documentation.
- Assist with onboarding, training, and scheduling coordination to maintain service coverage.
- Resolved process barriers by collaborating with cross-functional partners and escalating operational concerns.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Supervisor, Contact Center Operations
5 Years 6 Months- Directed daily operations for a 25-agent contact center, monitoring service levels, quality, and performance.
- Served as an escalation point for complex customer concerns, claims matters, and regulatory or Department of Insurance inquiries.
- Reviewed performance and service trends, adjusted workflows, and coordinated coverage in response to changing demand.
- Led employee coaching, performance management, and engagement; provided clear expectations and actionable feedback.
- Managed scheduling, time-off approvals, overtime planning, and attendance practices to support consistent operations.
- Collaborated with training teams to develop, review, and approve training materials.
Team Lead, Contact Centers
2 Years 3 Months- Led team workflow, assigning daily priorities and balancing service queues to support member operations.
- Resolved escalated member and provider concerns with timely coordination across internal departments.
- Monitored performance trends, identified process gaps, and implemented corrective actions to improve accuracy.
- Resolved escalated member and provider concerns with timely coordination across internal departments.Researched and resolved escalated member concerns and followed up with members regarding their issues.
- Explained member benefits and claims information to customer service agents and helped train them to respond to member inquiries.
- Helped identify performance gaps and mentored agents to improve service and issue resolution.
- Assisted with new-hire onboarding, nesting, and additional training after nesting.
- Investigated complex claims matters in coordination with health-plan and corporate teams.
Education
MBA - Human Resources Management
- GPA 3.63
BBA - Business Management
Skills
Issue escalation management
Regulatory and policy compliance
Detailed case documentation
Contact-center operations
Benefits management
Training and mentoring
Case resolution strategies
Escalation management
Case documentation
Customer engagement
Member support services
Customer issue resolution
Mentoring
Operational efficiency oversight
Data management systems
Timeline
Supervisor, Escalation Response
Centene
01.2025 - 09.2026Read More
Supervisor, Contact Center Operations
Centene
07.2019 - 01.2025Read More
Team Lead, Contact Centers
Centene
04.2017 - 07.2019Read More
American InterContinental
MBA from Human Resources Management
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University of Arkansas
BBA from Business Management
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