Bobby Gboyah

Work as part of a dynamic and rewarding team in a fast-paced environment helping PS plan participants and their loved ones when terminally ill and upon death. I communicate with our various needs, and which include but not limited to active, terminated, and retired plan participants, beneficiaries, and various third part affiliates helping them to resolve their questions, uncover and understand unspoken needs, and provide information about various benefits that are transition to the beneficiary. I’m a part of a dynamic and rewarding team in a fast-paced environment helping PS plan participants and their loved ones when terminally ill and upon death. I communicate with our various customers which include but not limited to active, terminated, and retired plan participants, beneficiaries, and various third part affiliates helping them to resolve their questions, uncover and understand unspoken needs, and provide information about various benefits that are transition to the beneficiary.

Financial Associate II – Defined Benefits: I facilitated prompt and accurate execution of client trade requests and performed operational tasks related to client portfolio management. I communicated with customers, resolved their questions, uncover, and understand unspoken needs, and provide information about pension and services while helping customers fulfill their plans for retirement. I provide phone and educational support to individuals with pension accounts. I also do have a lot of experience with fidelity systems and applications: FocusPoint, WI OLR, Planpro, Plan Bulletin, FPRS, DCW, CDV, Xtracs, and EDMS

Financial Associate - 401K accounts

Transactions that I come across daily would-be processing loans, withdrawals, loan payments, change of contributions, or any other back-office request that needs to be submitted. Other calls could be discussing basic tax implications, IRS contribution limits for 401k plans, online navigation, and more. I also played a major role in referring businesses to the investment department. Also had preliminary conversations with clients about their investments and I took part in meetings with financial advisors/clients.

Provided exceptional customer service to callers, remaining empathetic and patient during emergencies. Initiated necessary action when irregular signals are received, or trouble develops. Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.

• Enhanced customer satisfaction through timely deliveries and professional interactions.
• Developed strong relationships with customers by providing exceptional service and addressing their needs promptly.
• Participated in continuous training programs to stay updated on industry best practices and maintain proficiency in job duties.
• Supported the service department in its objectives to meet customer needs through up-selling/cross selling and providing superior customer service and also handled and processed customer payments

• Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
• Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
• Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
• Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.

• Successfully managed a team of 15 drivers, leading to a 20% reduction in emergency response times and a 15% increase in overall efficiency.

• Provided direction and maintain two-way communications with all operators while monitoring system performance and making scheduling adjustments necessary to maximize on-time performance. I also trained new employees and sometimes drove when we were short.

• Upheld company reputation for integrity by consistently applying ethical standards during all stages of the verification process.
• Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
• Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
• Obtained updated contact information from all subjects and verified data for accuracy.
• Supported and led a team of coordinators in the delivery of insurance verification for humana, financially clearing future visits and documenting and verifying health insurance coverage information prior to a patient visit. I assisted staff with any day-to-day issues and escalating issues when necessary.