Linda Johnson
Ellerslie
Summary
Results-oriented professional with a strong focus on behavioral leadership. Adept at leading diverse work groups to achieve performance goals and drive overall profitability. Seeking a position that fosters personal and professional growth while advocating for change for both internal and external customers.
Overview
13
13
years of professional experience
Work History
Manager – Business Enablement Solutions
Aflac
09.2021 - Current
- Lead a team responsible for ensuring accurate and timely processing of service requests through the development of behaviorally driven inventory management
- Partnered with Digital Services to create new indexing platform for Claims
- Implemented best practices to drive accuracy rate to its highest level for multi-state action
- Communicate clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitor and analyze business performance to identify areas of improvement and make necessary adjustments.
Manager – Policy Service
Aflac
01.2019 - 08.2021
- Led a professional level team responsible for ensuring accurate and timely processing of service requests through the development of behaviorally driven inventory management
- Reviewed processes to ensure customer needs are being met while staying compliant with regulations
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Manager – Claims
Aflac
12.2013 - 12.2018
- Led a professional level team responsible for ensuring accurate and timely processing of service requests through the development of behaviorally driven inventory management
- Reviewed processes to ensure customer needs are being met while staying compliant with regulations
- Oversight of escalation resolution for policy and certificate holders, associates, and accounts.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Manager – Account Relations
Aflac
09.2011 - 12.2013
- Led a professional level team managing Aflac’s largest clients
- Served as a liaison between business units, payroll accounts, and associates
- Assisted in the onboarding process for new accounts from contract sign date to ongoing service issues
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
American River College
Sacramento, CA12.1990
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Operations Management
- Performance Management
Accomplishments
- Co-developed new indexing platform for Individual Claims
- Successfully Mitigated a Multi-state Action Related to Indexing
- Certified in Behavioral Coaching
- Associate of Customer Service designation received, with honors
- Green Belt Certification Achieved in 2020
References
References are available on request.
Timeline
Manager – Business Enablement Solutions
Aflac
09.2021 - Current
Manager – Policy Service
Aflac
01.2019 - 08.2021
Manager – Claims
Aflac
12.2013 - 12.2018
Manager – Account Relations
Aflac
09.2011 - 12.2013
American River College
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