Oneika Johnson

• Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
• Processed human resources requests.
• Entered and analyzed HR data using APD, Hartford, Risk Connect, SNOW, SAP Microsoft word excel-ETC.
• Resolved employee and managerial issues.
• Applied effective time management techniques to meet tight deadlines.
• Gained strong leadership skills by managing projects from start to finish.
• Worked effectively in fast-paced environments.
• Collaborated with department managers to monitor project progress.
• Identified issues, analyzed information and provided solutions to problems
• Learned and adapted quickly to new technology and software applications
• Applied effective time management techniques to meet tight deadlines
• Demonstrated a high level of initiative and creativity while tackling difficult tasks
• Exercised leadership capabilities by successfully motivating and inspiring others

• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
• Drove customer escalations to resolution by engaging directly with clients.
• Created operational protocols and customer service processes to improve staff performance.
• Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,
• Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
• Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.

• Conducted employment verification and background investigation to facilitate hiring process.
• Developed and maintained training materials and benefits packets for new hires.
• Reviewed and processed payroll-related actions to drive data accuracy and comply with company policy and federal and state regulations.
• Scheduled appointments, meetings and conferences with employees to discuss and mitigate personnel issues.
• Posted job announcements and pre-screened applicants to candidates for available positions.
• Maintained up-to-date knowledge of industry trends through attending conferences, workshops, reading relevant articles or journals
• Participated in ongoing research projects related to best practices in human resources management for continuous improvement purposes
• Assisted with compensation analysis efforts using market data comparison tools
• Maintained compliance with federal and state labor laws by conducting regular audits of HR practices and documentation

• Verified details of transactions, funds received and total account balances.
• Reconciled accounts with statements and invoices on monthly basis, investigating and resolving discrepancies to maintain records accuracy.
• Supervised accounting activities and managed accounts payable, month-end close, account reconciliation and preparation of journal entries.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Accepted and processed customer payments and applied toward account balances.
• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
• Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
• Monitored overdue accounts using automated information systems.
• Arranged debt repayment or established schedules for repayment based on customer's financial situation.
• Contacted insurance companies to check status of claim payments.
• Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
• Negotiated credit extensions and waivers when necessary.
• Answered customer questions regarding account discrepancies or problems.

Recorded information about status of collection efforts.

• Advised delinquent customers on strategies for debt repayment.
• Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
• Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.

• Managed a high volume of customer accounts while maintaining strict attention to detail, ensuring all transactions were accurately recorded and documented.
• Ensured timely revenue recognition by monitoring contract details, milestones, and billing schedules for multiple projects simultaneously.
• Provided ongoing training for junior team members on best practices related to accounts receivable management, increasing overall departmental knowledge and expertise.
• Maintained strict confidentiality of sensitive financial data and client information at all times, adhering to company policies and industry regulations.

• Improved client satisfaction by providing exceptional customer service during an collections process, addressing concerns promptly and professionally.
• Expanded market share through effective collaboration with sales teams on joint marketing initiatives aimed at increasing client retention rates and attracting new business opportunities.
• Processed payments and applied to customer balances.
• Used probing techniques to determine debtors' reasons for delinquency.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Used skip tracing and other techniques to locate debtors.
• Processed debtor payments and updated accounts to reflect new balance.
• Listened to customers and negotiated solutions that met creditor and debtor needs.
• Generated and distributed monthly customer statements.
• Worked with customer to create debt repayment plan based on current financial condition.
• Responded to customer inquiries and provided detailed account information.
• Developed and documented collection procedures and policies to comply with government regulations.