Experience

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  Fringe benefits management co

  Jan 2002 - Jan 2006

  Csr
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  Fbmc benefits management

  Jan 2003 - Jan 2011

  Customer service team leader/customer service supervisor/customer service representative

  Customer Service Team Leader (2007 – 2011)Recruited, developed and supported a team delivering front line customer service to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Supervised the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation. Ensured optimal daily workflow through supervision and coordination of various aspects of the call center. Strived to maintain customer satisfaction levels for a growing consumer base while fostering a positive work environment that encourages happy and productive employees. Customer Service Supervisor (2005 to 2007)Performed the gatekeeper functions necessary to ensure accurate and prompt resolution to customer complaints. Delivered customer satisfaction through regular contact with our customers and close coordination with other departments.Consulted with and advised individuals, management, and third party partners on benefit philosophy, programs, and procedures. In addition, ensured compliance with COBRA, HIPAA, and ERISA provisions. Developed and implemented employee benefit communications. Customer Service Representative (2003-2005)Counseled participant on cafeteria health plans and employer sponsored accounts. Provided account information to participants regarding eligible medical expenses for reimbursement.Answered incoming telephone inquiries and sought resolution through communication with various operational areas. Show less

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  Wageworks

  Nov 2011 - Feb 2017

  Provides direction to SDO Operations management team and sets tactical and long-term goals for each operations teamServes as the initial point of contact to facilitate work order requisitions and management through the business process lifecycle.Additional responsible for administrative matters such as administrative matters, issue resolution and act as a liaison among all parties.Oversees budget recommendations, determines areas of cost reduction and program improvement where appropriate.Approves human resource planning, selection and resource allocation activitiesAdvises company executives, directors, managers to report on the operations team’s strategies, activities and results. Show less Managed customer service site and team activities primarily associated with incoming call center operations. This includes but is not limited to the development and/or implementation of policies and procedures on systems and the flow of information.Leveraged cross-functional partnerships to support effective business operations, improve performance and increase the satisfaction level of overall customer service experiences. Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Determined customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Responsible for the achievement of daily, weekly, monthly, quarterly and annual goals. Show less

  • Service Delivery Operations (SDO) Director

    May 2013 - Feb 2017

  • Customer Service Manager & Senior Leadership Executive

    Nov 2011 - Apr 2013
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  Hunt insurance group, llc

  Jun 2017 - Aug 2019

  Claims coordinator
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  Fbmc benefits management

  Aug 2019 - May 2021

  Account manager, medical
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  Trinet

  Jun 2021 - now

  Client relationship manager