TOSCINA D. JOHNSON
201 West 31st Street
Norfolk, VA 23504
 [Send email to request phone number] 37-5032
Toscina02@yahoo.com



OBJECTIVE
Financial Services or Insurance Sector (Customer Service)

•	Highly motivated, resourceful and precise in attention to details.  
•	Excellent analytical, organizational and communication skills.  
•	Effective in team management and leadership.
•	Proven ability to manage multiple tasks, maintain productivity and resolve
problems.

EXPERIENCE

Support Technician, Norfolk Dept of Human Services	 12/2007 to 04/2008	
Abacus (Temp Agency), Virginia Beach, VA

•	Assisted and supported Social Workers in all administrative functions.
•	Prepared external letters and correspondences electronically.
•	Maintained records on City vehicle car mileages and gas.  Ensured vehicles
were properly equipped and damage free.
•	Maintained supply count.
•	Supported other business units independently or as a team as needed.

ExamOne Account Representative							05/2004 to 12/2006		
Reliaquote Insurance Services, Falls Church, VA 

•	Provided information to vendors and clients via telephone and email.
•	Contacted customers to aid and assist with completing medical services
requirements and resolved customer complaints.  Maintained customer retention
file.
•	Processed data utilizing ExamOne database queue.  Coordinated with Case
Management to complete underwriting requirements for obtaining Term Life
Insurance.
•	Reconciled, investigated and resolved customer issues.
•	Provided support in the Customer Retention Unit in improving efficiencies in
the dialer campaigns.
•	Acted liaison for Reliaquote’s upper management team in monthly executive
review meetings and staffing issues.
•	Provided leadership and work guidance to less experienced personnel. 
Maintained excellent customer service, leadership and team management.

Application Case Processor   				                            	05/2003 to
05/2004
Broker Services, Inc. (A Subsidiary of Reliaquote Insurance Services), Falls
Church, VA 
•	Reviewed and verified applications in accordance with underwriting
guidelines.
•	Prepared, executed and transmitted customer applications.  Reviewed and
validated Underwriting Delivery Requirements.

Collector/Skip Tracer   				                                       11/2002 to
05/2003
ACEI, Alexandria, VA 

•	Contacted account holders via dialer to recover monies owed to Capital One.
•	Exemplified outstanding customer service in accordance with FDCPA regulations.
 Displayed professionalism and maintained sales savvy when contacting clients.
•	Maintained excellent record keeping on all incoming and outgoing calls.
•	Utilized various resources to locate account holders, as well as property and
the ownership thereof.

Recovery Specialist					                                       07/2002 to
09/2002
RSI Enterprises, Inc., Herndon, VA

•	Contacted account holders via dialer to recover monies owed to Children’s
National Medical Center.
•	Originated correspondence to appeal claims for higher payouts.
•	Exuded excellent communication skills in obtaining collection agreements with
account holders and adhering to FDCPA guidelines.

Operations and Controls Specialist							07/2001 to 12/2001
Prudential Financial, New York, New York

•	Administrative duties to include the daily business operations.  Answered
switchboard, maintained record keeping and mail distribution.
•	Provided leadership and assisted incumbents for employment.

Institutional Telephone Representative						04/1990 to 03/2001
Teacher’s Insurance and Annuity Association
College Retirement Equities Fund
Denver, Colorado and New York, New York

•	Provided training and support to administrators and regional office
consultants in preparing various reports to include ERISA reports, premium no
applications, adjustment premium remittances, bulk transfers, final premiums,
form completions, and quarterly reports.
•	Evaluated special request to determine impact of special handling/exemptions
on TIAA-CREF costs, and on SEC, IRS, DOL and NYSID regulations and restrictions.
•	Trained Plan Administrators on procedural requirements and recommendations for
all administrative issues (“credit taken” requests, form requests, refund
policies, excess deferrals, repurchase accounts).
•	Resolved institutional complaints, coordinated inter and intra divisional
transactions and correspondences.  Implemented appropriate actions to ensure
customer confidence and satisfaction.
•	Heightened participants awareness in response to status inquires and other
related issues.  Advised on various products and services.
•	Originated and analyzed financial reports for ERISA and auditing purposes.
•	Maintained an accurate account of all records of communications, institutional
requests and general instructions.
•	Compiled and analyzed information on institutional requests and identified
market trends in service strengths and weaknesses in the marketplace.
•	Recommended productivity improvements and administrative service enhancements
in form designs and marketing opportunities.
•	Assisted in planning, training and delegating activities within the business
unit.
•	Participated in various projects within the business unit.

EDUCATION

 
TIDEWATER COMMUNITY COLLEGE, NORFOLK VA		                              09/2007
TO PRESENT
 FINANCIAL SERVICES CERTIFICATE PENDING
ANTICIPATE GRADUATION JANUARY 2009  
                        		                   
ROYAL BUSINESS SCHOOL, FOREST HILLS, NEW YORK	08/1985 TO 04/1986
CERTIFICATE AWARDED, COMPUTER OPERATIONS

COMPUTER SOFTWARE/DATABASE SKILLS

Microsoft Word, MS Excel, MS Outlook, Fiserv System

VOLUNTEER WORK

Volunteer	02/2008 to PRESENT
United Way of South Hampton Roads, Suffolk, VA

•	“Live United Community Care Day” assisted with clean up of impacted
neighborhoods and other projects for the Suffolk tornado victims.

Administrative Assistant, Part-Time							02/2007 to PRESENT
Lil Ester Day Care, Chesapeake, VA

•	Administrative duties to include typing, filing, marketing, answering phones
and account receivables.

REFERENCES FURNISHED UPON REQUEST