Alicia Kocinski
Londonderry,New Hampshire
Summary
Detail-Oriented problem-solver focused on identifying areas of improvement, building strong and impactful relationships, training design and execution, monitoring, and analyzing data to identify trends to drive company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Benefit Specialist II - Organizational Readiness
ADP
Salem, NH
12.2023 - Current
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Identified areas of improvement in existing Call Quality analysis, successfully redesigned call scoring rubric, yielding more productive manager/associate coaching sessions.
- Led monthly Call Callibration meetings with leadership team.
- Developed new hire training program.
- Analyzed data collected during the course of the program operations and reported results accordingly.
- Developed scorecards that tracked performance data related to new hire training progress.
- Facilitated workshops designed to improve client satisfaction.
- Prioritized tasks and managed teams throughout multiple projects.
- Collaborated with functional managers to develop program resource plans and assign program resources.
Benefit Services Specialist II
ADP
Salem, NH
06.2019 - 12.2023
- Ranked #2 in the country for highest client satisfaction surveys in 2019.
- Client's point of contact for resolving benefits based needs revolving around: COBRA, FMLA, benefit offerings, change in status/qualifying life events and Open Enrollment liaison.
- Effectively manage case load, inbound calls, emails and additional projects assigned.
- Consistent follow up.
- Extensive knowledge of Workforce Now.
- Ask probing questions to determine service needs.
- Handle client inquiries with exceptional professionalism, empathy and positivity.
- Deliver fast, friendly and knowledgeable service for routine questions and service needs.
- Keep detailed records of client accounts, including actions taken and issues resolved.
- Build exceptionally strong relationships with internal and external partners.
- Helped create and facilitate national new hire training program.
Financial Associate Tax Exempt II
Fidelity Investments
Merrimack, NH
01.2016 - 06.2019
- Build lasting relationships with participants via inbound call center.
- Manage multiple tasks simultaneously while staying efficient and accurate.
- Have effective conversations with participants including: Building rapport, conveying empathy, presenting options to solve an issue, case management and delivering outstanding customer service.
- Quickly adapt to changes with IRS law and regulation.
- Consistently meet metric goals revolving around Customer Satisfaction, Average handle time, Call Quality and Safeguards
- 2018 General Manager Club Member Top 5% performer for 3rd Quarter 2018, 2018 Superlative Winner - Highest CEI (Customer Experience Index) and 3rd Quarter MVP.
Education
MBA - Business Administration
Hellenic American University
2017
Bachelor of Arts - English
Keene State College
2010
Skills
- Excellent written and oral communication
- ADP Workforce Now
- Salesforce
- Program management
- Team oriented
- Strategic Planning
- Data Analysis
- Problem-Solving
- Relationship Building
- Training and Development
Certification
- Lean Six Sigma Yellow Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Benefit Specialist II - Organizational Readiness
ADP
12.2023 - Current
Benefit Services Specialist II
ADP
06.2019 - 12.2023
Financial Associate Tax Exempt II
Fidelity Investments
01.2016 - 06.2019
MBA - Business Administration
Hellenic American University
Bachelor of Arts - English
Keene State College
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