Ikesha Johnson
Shreveport
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Benefits Specialist
Manpower Group
Remote, TX
07.2023 - 01.2026
- Created and updated HIPAA, benefits administration, and general liability policies and procedures while adhering to statutory, regulatory, and local, state, and federal guidelines.
- Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
- Resolved issues and inquiries from plan participants about health and welfare benefits through telephone and email interactions.
- Used resourcefulness, skill, and advanced use of internal knowledge bases to respond to customer requests for products, services, and information.
Insurance Representative
United Health Care
Remote, TX
10.2020 - 06.2023
- Solved claim and authorizations denial issues, improved operations, and provided excellent customer service.
- Assisted in filing grievances and ensuring that all customer inquiries and concerns are resolved within the allotted timeframe for resolution.
- Spent a significant amount of time with each customer, verbally reviewing and explaining documents to ensure that they were understood every benefit within the current policy.
- Assessed existing coverage and aligned new products and services with long-term goals to determine financial needs.
Fraud Analyst
Genpact
Richardson, TX
07.2019 - 05.2023
- Compiled all key findings from the investigation into a detailed report for delivery to the client.
- Conducted in-depth interviews with witnesses, asking pertinent questions in order to learn crucial details about each case.
- Provided exceptional customer service to all people, including clients and company employees.
- Contacted customers directly to inform them of the fraudulent activity and to mitigate the consequences.
Education
High School -
C.E. Byrd High School
Shreveport, LA01.2018
Skills
- Active listening
- Critical thinking
- De-escalation techniques
- Technical support
- CRM software
- Insurance claims follow-up
- Problem-solving
- Time management
- Calm under pressure
- Multitasking Abilities
- Attention to detail
Timeline
Benefits Specialist
Manpower Group
07.2023 - 01.2026
Insurance Representative
United Health Care
10.2020 - 06.2023
Fraud Analyst
Genpact
07.2019 - 05.2023
High School -
C.E. Byrd High School