Hi, I’m
Andrea Tarantino
Toano,VA
Summary
Resolute leader with a strong background in guiding Customer Service teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence while accomplishing complex projects and meeting the needs of enterprise clients. Skilled in best practice strategies, continuous improvement, policy compliance, SLA monitoring and team development.
Overview
11
years of professional experience
Work History
Bright Horizons
Senior Supervisor, Employee Services
03.2019 - 07.2024
Job overview
- Reported directly to Employee Services Director: Managed a team responsible for administration of tuition reimbursement policies for a portfolio of clients and managed platform upgrades for two enterprise clients in collaboration with implementation and client relations teams
- Client relations support for escalation and product development
- Recruited, hired, and trained supervisors and coordinators to ensure policy compliance and SLA management
- Minimum eleven direct reports
- Managed workflow and staff allocation to meet demand and performance requirements; utilized data analysis for staffing and team development.
- Assisted clients and their participants in utilization of Bright Horizon, EdAssist resources
- Team tasks: Tuition reimbursement application processing, help desk tickets, emails, live chat and outbound calls. Contact center representative support.
- Maximized personal competency through continuous professional development
- Held biweekly 1:1 reviews and monthly team meetings: annual performance reviews and goal setting sessions
- Provided feedback, training, and skill development to improve accuracy, productivity and quality using weekly audit reviews of processing and Live Chat reviews; adherence to regulatory requirements for programs
- Left due to company restructuring and layoff
Bright Horizons
Supervisor
05.2016 - 03.2019
Job overview
- Led a seven-to-ten-member team in tuition assistance program management for a portfolio of clients
- Ensured policy compliance, training, facilitating development of team members, client and client relations support, staff support and staff management
- Managed client inquiry and escalation response
Bright Horizons
Supervisor
05.2016 - 03.2019
Job overview
- Led a seven-to-ten-member team in tuition assistance program management for a portfolio of clients
- Ensured policy compliance, training, facilitating development of team members, client and client relations support, staff support and staff management
- Managed client inquiry and escalation response
Bright Horizons
Employee Services Coordinator
11.2013 - 05.2016
Job overview
- Conducted documentation review and processing in accordance with client tuition reimbursement policy, including discount application, tracking and fraud monitoring. Account reconciliation for higher education costs and amounts eligible within program guidelines.
- Provided customer assistance via live chat, email and help desk tickets for continual support.
- Coordinated special projects for tuition assistance programs across multiple clients and platforms
Education
College of William and MaryWilliamsburg, VA
Bachelor of Arts (B.A.) from History
Skills
- Service Level Agreement Management
- Policy Compliance
- Best Practice Development
- Leadership
- Needs Assessments
- Team Training and Development
- Time Management
- Coaching
- Workflow development and management
- Support and Audit Metrics
- Escalation Support
- Customer service
- Critical thinking
- Continuous improvement processes
- Conflict resolution aptitude
- Regulatory requirements adherence
Recognition
- Mary Anne Tocio Award: Leadership Achievement
- Bright Horizons Above and Beyond Award
Timeline
Senior Supervisor, Employee Services
Bright Horizons
03.2019 - 07.2024
Supervisor
Bright Horizons
05.2016 - 03.2019
Supervisor
Bright Horizons
05.2016 - 03.2019
Employee Services Coordinator
Bright Horizons
11.2013 - 05.2016
College of William and Mary
Bachelor of Arts (B.A.) from History
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