JO ANNA JOHNSON

Received and responded to inquiries via email, telephone, and chat regarding insurance claims and policies. Performed research to resolve customer issues and interpreted policy provisions to provide effective responses.

Implemented maintenance programs and managed facility repairs, overseeing contracting processes and ensuring work met company standards. Supported business solutions by building relationships with stakeholders and identifying business needs.

Managed collection inbox to ensure timely responses to customer emails, achieving superior customer service. Performed daily collection activities to meet productivity goals and worked with other departments to resolve invoice discrepancies.

Provided support and training to customers enrolling in benefits and troubleshooted benefit errors. Handled calls from various client statuses and created workflow tickets via email exchanges.

Provided administrative imaging support by scrubbing images to ensure proper scanning and entry of paperwork. Documented and pulled loan reports within Excel, and performed data entry into the loan system.

Documented session notes and complaints in appropriate systems, constantly resolving and troubleshooting customer issues. Investigated, analyzed, and resolved complex support requests with internal and external customers.

Provided extraordinary customer experience by addressing inquiries across various channels, adhering to scheduled shifts and departmental goals. Identified root causes of software issues and used system analysis to solve complex application problems.

Served as a single point of contact for school and network staff, providing training and consultative support in business operations. Ensured accuracy of payroll records by analyzing databases for status changes and PTO accruals.

Ensured accuracy of payroll records by auditing databases for status changes, tax withholdings, and PTO accruals. Processed spreadsheets for employment verifications and W-2 requests, and researched manual payments.

Dispatched and routed technical field personnel via radio and telephone for various customer services. Monitored location of field personnel and developed approximate time schedules, reporting discrepancies to supervisors.

Attracted potential customers by answering product and service questions and suggesting additional offerings. Maintained customer records by updating account information and resolved product or service problems.

Prepared source data for computer entry by compiling and sorting information, establishing entry priorities. Processed customer and account source documents by reviewing data for deficiencies and resolving discrepancies.

Managed hourly time and attendance processing and prepared regular company payrolls. Responsible for entering expense reports and remitting payroll taxes, including government reporting.

Identified prospects by reading telephone and zip code directories and other prepared listings. Called prospective customers using telephone equipment and automatic dialing systems to influence sales.

Activities and societies: Member of the student board, school newspaper, after school tutor for incoming freshman and sophomore

Graduated from Proviso East High School in June 2005. Was an active member of the student board and contributed to the school newspaper. Also served as an after-school tutor for incoming freshmen and sophomores.