Chassidy Wells
McDonough,GA
Summary
Award-winning customer support professional with a proven track record of advancing quickly in benefits coordinating and customer service. Highly detail-oriented and experienced in troubleshooting highly technical issues. Motivated to achieve peak performance and exceed company goals. Authorized to work in the US for any employer. Highly skilled Benefits Enrollment Specialist with relevant experience in benefits administration, employee education, and enrollment processes. Strengths include exceptional knowledge of benefits programs, strong communication skills, and ability to streamline procedures for enhanced efficiency. Demonstrated impact on previous roles by effectively managing benefits enrollments and providing comprehensive support to employees navigating complex benefits decisions.
Overview
12
12
years of professional experience
Work History
Payroll and Benefits Specialist
IMPACT OURSOURCING SOLUTIONS
Griffin, GA
04.2023 - Current
- Posted enrollments for employees. This includes new hire eligible, ongoing voluntary package options, and qualified life event enrollments.
- Assisting the employees with understanding plans, explaining what payroll deductions to expect.
- Update employee status: active, LOA, and terminations across 22 sites.
- Set up benefit adjustments for arrears payments.
- Conducted open enrollment.
- Liaison between insurance brokerage and employee, with carrier-specific questions.
- Audit payroll benefit deductions to ensure accurate billing is taking place on employee and client levels.
- Conduct reconciliations against active enrollments and what the carrier shows as active and billed, versus not active and billed.
- Process credits when benefits are overpaid, or policy found not issued.
Office Manager
Massey Services, Inc.
Stockbridge, GA
12.2022 - 03.2023
- Answered all calls and scheduled prospective clients, as well as all other recurring service needs for existing clients.
- Ensured that the previous day's production and sales have been processed and summarized.
- Process on boardings and terminations.
- Maintain Employee Attendance Calendars.
- Process Payroll.
- Prepare the commission reports and payroll recap summary, double-checking for accuracy.
- Complete the month-end reconciliation and Route Performance reports.
Customer Service Escalation Specialist (Team Manager)
Chime Solutions LLC
Atlanta, GA
12.2020 - 12.2022
- Collect and analyze data from customer and agent interactions to identify trends and opportunities.
- Assist in developing, performing, and reporting on audits.
- Utilized Excel and Zendesk software applications to complete tasks, and create reports to deliver results.
- Maintained accurate records of all interactions with customers in the CRM system.
- Documented best practices for resolving escalated customer issues quickly and efficiently.
- Implemented process changes that improved the overall quality of service provided to customers.
Corporate Trainer
Chime Solutions LLC
Morrow, GA
04.2019 - 12.2022
- Managed the onboarding process: initial phone screening, clearance of background and drug screening, and also hosts orientation.
- Responsible for tracking attendance, any behavioral misconduct, violations of company policy, timekeeping, pay variances, and class performance.
- Responsible for upwards of 50 to 100 people per class of adult learners, on the company brand and its products and services.
- Facilitate hands-on training while in the learning stage, and also assist with nesting just before learners become agents and are sent to production.
- Recognized and awarded for leadership style, team building, and connectivity between agents and leadership across the board.
Benefits Administrator
United Health Group/Chime Solutions LLC
Morrow, GA
08.2018 - 06.2020
- Assist new, existing, and retired employees with enrolling in medical, dental, and vision insurance plans.
- Managed HSA and FSA accounts and processed claims.
- Administer COBRA benefits and explain the extension of coverage.
- Inform employees of changes to the benefits structure.
- Liaison for employee satisfaction with insurance providers, and other benefits administrators.
- Consult with employees about eligibility.
- Review payroll deductions.
- Cooperate with other HR professionals when required.
Leasing Consultant
NuRock Property Management
Atlanta, GA
06.2018 - 10.2018
- Showed and leased apartments in tax credit and market rate community, where there are more than 250 units
- Created posters and fliers to market the company; I advertised to local vendors, shelters and shopping centers increasing occupancy
- Increased resident satisfaction through formulation of maintenance priority list and improved communication between office staff, maintenance crews, and renters
- Collected residents' income statements to verify residency qualification; processed tax credit paperwork for corporate reports.
Auditor II
Jones Lang LaSalle (JLL)
Atlanta, GA
09.2017 - 12.2017
- Auditing rental agreements that customers signed
- Comparing and confirming that the rental agreement information is current and in accordance with the bank reports
- All findings are recorded on a spreadsheet and faxed to a QC Lia son
- I audit 100-200 contracts daily
- This positions requires heavy printing, copying, and faxing.
Customer Service Specialist
GRTA/SRTA
Atlanta, GA
04.2016 - 10.2016
- Provided an elevated customer experience to generate a loyal clientele
- Routinely answered customer questions regarding pass sales and pricing
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Investigated and resolved customer inquiries and complaints regarding tardiness of a bus, non customer service savvy drivers, divers who didn't obey traffic laws, and all lost and found items
- Answered an average of 88 calls per day by addressing customer inquiries, solving problems, and providing new transit information
- Developed reputation as an efficient service provider with high levels of accuracy.
Sales
COMCAST
Alpharetta, GA
02.2015 - 03.2016
- Computed Data Reports Provided required weekly, monthly and quarterly reports listing sales figures and client track records
- Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts
- Received several awards of recognition for outstanding customer service
- Sales Consistently generated additional revenue through skilled sales techniques
- I've won sales competitions within my district and region multiple times Customer Interface Greeted customers upon entrance and handled all cash and credit transactions
- Assisted customers over the phone regarding store operations, product, promotions, and orders
- Market Research Interviewed clients via market research surveys to identify product issues and customer needs
- Database Maintenance Assisted in the managing of the company database and verified, edited, and modified members' information
- Objective was to contact current customers to either upgrade their services or add a line of service
- Answered customers' questions regarding products, prices, and availability
- Emphasized product features based on analysis of customers' needs
- Collaborated with colleagues to exchange selling strategies and marketing information
- Shared product knowledge with customers while making personal recommendations
- Maintained friendly and professional customer interactions.
Customer Order Specialist/Logistics
THE HOME DEPOT
Vinings, GA
04.2012 - 02.2015
- Assisted customers with store service and merchandise complaints
- Resolved product/policy issues and shared benefits of new technology
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail, and fax
- Expedited custom orders when necessary and kept all orders updated with the correct shipping estimates
- Attended local, regional, and national trade shows for product development training as defined by territory needs
- Generated leads for new sales through telephone and email contact with customers
- The main liaison between outside sales representatives, home accounts contractors, and home owners
- Expert in B2B transactions
- Quoted and sold minor to major flooring contracts, kitchen and bath remodels, and negotiated all bid room discounts
- Overseer of terms of sales and service agreements
- Guaranteed positive customer experiences and resolved all customer complaints.
Education
DIPLOMA of Professional Retail Management in BUSINESS -
Bellevue University
Bellevue, NE01.2014
High School Diploma -
Tri Cities High School
East Point, GA05-2006
Skills
- Customer Service
- Office Administration/ Receptionist
- Retail Sales
- Training & Development
- SOP Development
- Benefits Specialist
- FMLA
- Human Resource
- COBRA
- ADP
- Property Leasing
- CRM Systems
- Risk Management
- Multi-line phone systems (AVAYA)
- Zendesk
- Salesforce
- PRISM (HR)
- UKG (ULTIPRO)
- Management
- Operations Management
- Quality Assurance
- Recruiting
- Exceptional communication skills
- Microsoft Office Specialist (MOS) Expert
- Google Suite
- Social Media
Additional Information
SKILLS
Excellent customer service skills Adherence to high customer service standards
Customer relations Logistics management
Creative problem solver Risk management
Exceptional communication skills Microsoft Office Specialist (MOS) Expert
Quick learner Google Expert
Training development aptitude Social Media Expert
Creative problem solver
Exceptional communication skills
Personal Information
Title: Customer Service Specialist
Timeline
Payroll and Benefits Specialist
IMPACT OURSOURCING SOLUTIONS
04.2023 - Current
Office Manager
Massey Services, Inc.
12.2022 - 03.2023
Customer Service Escalation Specialist (Team Manager)
Chime Solutions LLC
12.2020 - 12.2022
Corporate Trainer
Chime Solutions LLC
04.2019 - 12.2022
Benefits Administrator
United Health Group/Chime Solutions LLC
08.2018 - 06.2020
Leasing Consultant
NuRock Property Management
06.2018 - 10.2018
Auditor II
Jones Lang LaSalle (JLL)
09.2017 - 12.2017
Customer Service Specialist
GRTA/SRTA
04.2016 - 10.2016
Sales
COMCAST
02.2015 - 03.2016
Customer Order Specialist/Logistics
THE HOME DEPOT
04.2012 - 02.2015
DIPLOMA of Professional Retail Management in BUSINESS -
Bellevue University
High School Diploma -
Tri Cities High School
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