Amy Buell
Grove City,OH
Summary
Professional with strong background in team leadership and operational management. Proven ability to drive results through effective team collaboration and adaptability to changing needs. Skilled in conflict resolution, process optimization, and maintaining high standards. Known for reliability and strong focus on achieving organizational goals.
Overview
19
19
years of professional experience
Work History
Member Services Center Supervisor
OPERS
10.2021 - Current
- Supervised daily operations, ensuring adherence to governance/policies and efficiency standards.
- Trained and mentored staff on procedures, enhancing team performance and service quality.
- Streamlined workflow processes, leading to improved task completion times and reduced errors.
- Coordinated with other department supervisors to achieve smooth workflow across all areas of the center.
- Conducted performance evaluations, providing constructive feedback to promote professional growth among team members.
- Collaborated with management to establish strategic goals, aligning team objectives with organizational priorities.
- Assisted in the hiring process by conducting interviews, reviewing resumes, and selecting top candidates for open positions within the center.
- Implemented quality control measures to ensure the highest level of service for clients.
- Improved employee morale and engagement by developing team-building activities and encouraging open communication among staff members.
- Fostered a positive work environment through effective leadership skills and clear communication with employees.
- Collaborated with management team to develop long-term goals for the center''s success.
- Maintained accurate records on employee hours worked, leave taken, overtime accrued as well as inventory levels.
- Continuously monitored industry trends to stay current on best practices related to center supervision.
- Promoted a culture of continuous improvement by empowering employees to identify inefficiencies in their respective departments.
- Enhanced operational efficiency by streamlining processes, implementing new procedures, and providing ongoing training to staff members.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and offering constructive feedback for career development purposes.
- Increased customer satisfaction by addressing concerns promptly, resolving issues efficiently, and maintaining a professional demeanor at all times.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Trainer & Job Knowledge Transfer Specialist
OPERS
04.2017 - 10.2021
- Design, deliver and assess asynchronous and synchronous instructional material for in-person and e-learning environments.
- Analyze individual/team performance while using Human Performance Improvement models to identify performance gaps and provide solution-based results.
- Analyzed training needs assessments to align curriculum with organizational goals and objectives.
- Collaborated with management to identify skill gaps and develop targeted training solutions.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Utilize adult learning principals to create, deliver and assess transfer of content knowledge: complex member benefits, processes/policies, and governmental regulatory guidelines.
- Provides employees coaching concerning their job knowledge, performance while communicating designed training methods to ensure knowledge transfer and successful performance.
Quality Assurance Analyst
OPERS
05.2012 - 04.2017
- Analyzed various Member Counseling interactions to identify strengths, opportunities for development and quality content of Member Counseling tools and resources to ensure accuracy and quality interactions.
- Collaborated with cross-functional teams to identify and resolve knowledge gaps and barriers promptly.
- Assisted and delivered training to new hires within Member Services alongside Trainer Knowledge Specialist.
- Collaborated with management team to analyze potential risks, foreseen issues while focusing on positive resolution and outcomes for all stake holders, both internal and external.
- Represented department on new system development and process redesign initiatives to ensure the interest of members and the department requirements of implementation are being met.
- Created, delivered, and assisted in various training tools and development strategies within the organization while focusing on learning outcomes while analyzing implementation and success of the training objectives.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of business goals.
- Maintained comprehensive knowledge of OPERS benefits, processes and service delivery, ensuring compliance and quality service is provided.
Member Service Counselor
OPERS
11.2011 - 05.2012
- Responsible for answering member interactions specific to their unique situation. Subject matter expert of benefits administered under the O.R.C. 145; member benefits, policies/procedural guidance -Service Retirement Pension Benefits (401A), Health Care Benefits for pre-Medicare and Medicare participants, long term Disability, Survivor Benefits and Retirement Enhancement tools.
- Assisted management in coaching and development of associates by analyzing and providing feedback to associates regarding returned work and user errors.
- Trained associates on answering online messages through workflow requests received by membership.
- Assisted Administrative Assistant staff for coverage of daily duties when needed.
Member Service Representative II
OPERS
04.2009 - 11.2011
- Assisted members and co-workers with questions and concerns regarding benefits and services, including escalated situations while finding resolutions while adhering to statues that governed our products offered.
- Created written communications in response to membership requests while ensuring accurate information was provided in consistency with designed outline and clear communication.
- Assisted management in training and development of associates to professionally resolve escalated situations while finding resolutions.
- Mentored new associates to ensure quality, accuracy and employee development while fostering a collaborative team environment.
Member Service Representative I
OPERS
05.2006 - 04.2009
- Responsible for answering all questions regarding benefits and services in accordance with the Ohio Revised Code 145, PERS Board rules and administrative policies. member benefits, policies/procedural guidance -Service Retirement Pension Benefits (401A), Health Care Benefits for pre-Medicare and Medicare participants, long term Disability, Survivor Benefits and Retirement Enhancement tools.
- Maintained a customer service-oriented work approach towards internal and external customers, assisted with training and development of co-workers, and assigned duties as assigned.
- Maintained accurate member records using internal database systems, enhancing data integrity and accessibility.
Education
Master of Science - Instructional Design
Franklin University
Columbus, OH08-2024
Graduate Certificate - Instructional Design
Franklin University
Columbus, OH08.2021
Bachelor of Science - Human Resource Management with Minor in Training & Development
Franklin University
Columbus, OH05.2015
General Education Diploma -
Marion-Franklin
Columbus, OH06.2002
Skills
- Extensive background and expertise in knowledge and communicating outcomes for member benefits, regulations, and operations of the Ohio Public Employees Retirement System in accordance with the ORC 145
- Proficient knowledge of most IRS qualified retirement savings plans for public and private employment, health care enrollment and the explanation of benefits (group, individual, Medicare)
- Attention to detail
- Verbal and written communication
- Relationship building
- Training and mentoring
- Analytical thinking
- Operations management
- Policy and procedure development
- Strategic planning
- Process improvement
- Time management
- Problem-solving abilities
- Reliability
- Excellent communication
- Organizational skills
Timeline
Member Services Center Supervisor
OPERS
10.2021 - Current
Trainer & Job Knowledge Transfer Specialist
OPERS
04.2017 - 10.2021
Quality Assurance Analyst
OPERS
05.2012 - 04.2017
Member Service Counselor
OPERS
11.2011 - 05.2012
Member Service Representative II
OPERS
04.2009 - 11.2011
Member Service Representative I
OPERS
05.2006 - 04.2009
Master of Science - Instructional Design
Franklin University
Graduate Certificate - Instructional Design
Franklin University
Bachelor of Science - Human Resource Management with Minor in Training & Development
Franklin University
General Education Diploma -
Marion-Franklin
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