Erin Johnson
Phoenix
Summary
Seasoned professional with 13 years of experience in case management, benefits coordination, and complex documentation review, including experience in senior-level roles, supported by certifications in cybersecurity and arbitration. Strong background in compliance, risk assessment, and dispute resolution, with a proven ability to analyze detailed information and make sound, policy-driven decisions. Experienced in legal verification, financial processing, and resolving sensitive client matters in regulated environments. Recognized for accuracy, professionalism, and clear communication while managing high-volume workloads.
Overview
14
14
years of professional experience
Work History
Senior Arbitration Specialist
Adesa/ CARVANA
Tempe
04.2025 - 03.2026
- Managed post-sale vehicle issues between buyers and company, reviewing claims and analyzing documentation, photos, and case history
- Determined fair monetary reimbursements and handled title and ownership issues in compliance with company policy
- Communicated decisions clearly, balancing buyer satisfaction with policy adherence
- Maintained accurate records and case notes for audits and tracking
- Collaborated with internal teams to resolve complex or escalated cases
- Met productivity and resolution timelines in a high-volume environment
Senior Employee Relations Specialist
State Of Arizona
Phoenix
10.2021 - 11.2024
- Calculated, finalized, and approved retirement, service credit, and survivor benefits, ensuring accurate disbursements and compliance with regulations
- Verified and audited personal and employment records to maintain data accuracy, integrity, and adherence to policies and audit standards
- Provided guidance to members and employers on retirement options, eligibility, and contributions, responding to inquiries and conducting consultations
- Managed complex retirement cases, including service credit, contribution histories, and benefit adjustments
- Prepared required reports and maintained documentation in accordance with pension regulations
- Partnered with marketing and outreach teams to support employer growth, contributing to a 60% increase in participation
Program Service Evaluator III
State of Arizona
Phoenix
04.2018 - 10.2021
- Managed high-volume caseloads, making timely, policy-driven determinations and issuing benefits
- Evaluated and processed applications for state-administered benefits, ensuring compliance with federal and state laws
- Conducted documentation reviews to verify accuracy, eligibility, and identify discrepancies or potential fraud
- Responded to public inquiries, clarifying complex policies and resolving sensitive client concerns to enhance client understanding and satisfaction
- Utilized multiple state systems to track, update, and process case information and benefit payments
- Maintained confidentiality while handling sensitive personal and financial information
- Collaborated with internal teams to ensure efficient case resolution and continuity of services
Habilitation Technician II
State of Arizona
Phoenix
09.2017 - 04.2018
- Provided direct care and daily living support to individuals with developmental disabilities, enhancing their quality of life and independence
- Managed caseloads, overseeing care plans, tracking progress, and ensuring continuity of services
- Implemented Individual Support Plans (ISPs) to support skill development and improve quality of life
- Monitored and documented changes in resident condition, ensuring compliance and facilitating appropriate medical interventions
- Assisted with mobility, hygiene, feeding, and other personal care needs while ensuring dignity and safety
- Coordinated Durable Medical Equipment (DME) orders and collaborated with healthcare professionals to ensure timely access to necessary resources
- Ensured adherence to state regulations and individualized program requirements
Suite Attendant
Talking Stick Resort Arena
Phoenix
03.2012 - 02.2016
- Delivered premium, high-touch customer service to suite-level guests, ensuring a memorable experience
- Anticipated guest needs, providing prompt, discreet assistance to enhance satisfaction
- Resolved guest concerns promptly, ensuring a consistently positive experience
- Ensured guest satisfaction while upholding venue policies, standards, and brand expectations
- Monitored and maintained suite areas for cleanliness, organization, and event readiness
- Verified access and maintained security within restricted suite sections, ensuring guest safety
- Directed guests to suites, seating, and amenities with professionalism and courtesy
- Coordinated with event staff to facilitate seamless operations during events
Education
High School Diploma -
Caesar Chavez Highschool
Fresno, CA12-2007
Skills
- Critical thinking
- Regulatory Compliance (Federal & State)
- Benefits administration
- Policy adherence
- Effective communication
- Team collaboration
- Audit readiness
- Compliance monitoring
- Policy interpretation
- Documentation accuracy
- Fraud Detection & Discrepancy Identification
Timeline
Senior Arbitration Specialist
Adesa/ CARVANA
04.2025 - 03.2026
Senior Employee Relations Specialist
State Of Arizona
10.2021 - 11.2024
Program Service Evaluator III
State of Arizona
04.2018 - 10.2021
Habilitation Technician II
State of Arizona
09.2017 - 04.2018
Suite Attendant
Talking Stick Resort Arena
03.2012 - 02.2016
High School Diploma -
Caesar Chavez Highschool