Shanikqua Johnson
Richmond,VA
Summary
To obtain a professional position that will allow me to demonstrate and utilize my educational training and work experience with an opportunity for personal and professional development.
Overview
20
20
years of professional experience
Work History
Account Expert
T-Mobile
09.2013 - Current
- Perform knowledgeable and efficient responses to customers in the telecommunications network
- Quickly resolve common and unique customer needs on a daily basis
- Utilize tool and resources, regarding customer accounts, policies and manufacturers of popular wireless devices
- Exercise basic judgment in identifying and implementing solutions to customer concerns and inquiries
- Provide a satisfactory resolution with knowledge of systems, company values and organizational requirements.
Benefits Program Specialist
City of Petersburg
09.2010 - 04.2013
- Manage caseloads for applicants and recipients of the federal, state and local administered programs such as Energy Assistance, Medicaid Families & Children, Aged, Blind and Disabled and Supplemental Nutrition Assistance Program
- Screen and interview applicants according to eligibility criteria for benefit programs
- Evaluate eligibility utilizing policy manuals, procedures and guidelines
- Collects and verifies data to calculate benefit payment amounts
- Handle changes in clients' status by updating information in ADAPT, UNISYS and retrieve from SPIDER
- Use MMIS to determine for Medicaid funded program and covered groups.
Medicare Benefits Specialist
Vangent Centers for Medicaid and Medicare Services
06.2008 - 09.2009
- Performed knowledgeable responses to telephone inquiries in a courteous and professional manner
- General Medicare eligibility, coverage, and enrollment information; referrals to other agencies such as Social Security or Medicaid
- Performed eligibility for Part D Drug Coverage inquiries and enrollment
- Filed complaints and requests for assistance
- Adhered to the Privacy Act as it relates to the confidentiality of information released
- Maintained a current understanding of the processing procedures to respond to numerous phone inquiries
- Utilized databases and written materials to look up and provide information to telephone inquiries.
Benefits Program Specialist
City of Richmond
Richmond, VA
08.2006 - 03.2008
- Screen, interview, and determine eligibility for clients in the need of financial assistance
- Maintain and updated a primary caseload, interview and evaluate programs eligibility according to state and federal guidelines
- Verify and retrieve customer information via computer systems, telephone and correspondences
- Educate and referred customers to alternative resources as needed
- Processed information into systems such as VACIS, ADAPT, UNISYS, SVEs, and city mainframe
- Other duties include assisting other departments within the agency with LTC-Medicaid, Aged-Blind-Disabled and Food Stamps
- Handled daily customer service tasks with the Intake Area of the agency.
Operations Specialist
Wachovia Securities
10.2004 - 08.2006
- Provided hands-on processing and brokers dealers' support for First Clearing, LLC
- Handled all FCC specific procedures and system related to the workflows of DTC/Securities Clearance
- Analyzed trades and processed the associated received and deliveries; reviewed and processed incoming request from contra brokers, settlement of trade executed by Wachovia Securities
- Understood basic accounting principles, communicated with contra parties, branches and other internal departments; post BETA entries; and cross-trained on other desks within the Securities Clearance section to back-filled as required.
Education
Vocational - Medical Office Admin.
Braxton School of Business
Richmond, VA06.2006
High School Diploma - Academic
Huguenot High School
Richmond, VA06.2004
Skills
- Cross-sell marketing
- Customer Service
- Eligibility determination
- Account Administration
- Medical Office Procedures
- Medical Terminology
- Medical Law and Ethics
- Case Management
- Accounting
References
Available upon request
Timeline
Account Expert
T-Mobile
09.2013 - Current
Benefits Program Specialist
City of Petersburg
09.2010 - 04.2013
Medicare Benefits Specialist
Vangent Centers for Medicaid and Medicare Services
06.2008 - 09.2009
Benefits Program Specialist
City of Richmond
08.2006 - 03.2008
Operations Specialist
Wachovia Securities
10.2004 - 08.2006
Vocational - Medical Office Admin.
Braxton School of Business
High School Diploma - Academic
Huguenot High School