Cheyenne Joseph George
Plymouth,MN
Summary
Diligent client service professional with a strong background in client relations and customer service. Proven track record of managing client accounts and resolving issues to enhance overall client satisfaction. Exceptional communication and problem-solving skills demonstrated in high-pressure environments. Committed to delivering exceptional service and building strong client relationships.
Overview
22
22
years of professional experience
Work History
Internal Client Rep.
Voya Financial
02.2021 - 09.2024
- Responsible for account management, reporting, administrative requests for system, enrollment, and contractual updates, creating standard work and developing efficient processes between the field and home office departments
- Assist Client with claim, billing, and plan design and contractual resolutions
- Review, validate certificates and client-related documents for accuracy
- Assist Relationship Managers on the specific administrative tasks
- Educate Customers on Administrative Forms and online resources
- Provide an additional customer resource to the Client Management teams while they are traveling
- Onboarding/Enrollment Readiness-member level educational material for enrollment events, to support optimal participation
- Support and coordinate with all departments within Employee benefits (Distribution and Operations)
Customer Service Supervisor/Team Lead
Voya
07.2015 - 01.2021
- Responsible for responding to inquiries/needs of customers and promoting the organization’s products and services for various group and individual insurance
- Act as the primary contact point between financial professionals, clients, and the back-office operations of VOYA
- Monitors pre-establish guidelines to perform the functions of the job and to provide a basis for creative problem resolutions
- Manage employees in almost all aspects of their job responsibilities
- Monitors call queues in support of the department and that call responsiveness metrics are met while handling escalations
- Deliver cost-effective quality service to Voya participants to retain customers and increase profitability
- Manage data to day operation of the Contact Center Functions, providing feedback to customers
- Support employee engagement, development, and career growth
Teller/Customer Service
Wells Fargo Bank
11.2014 - 04.2015
- Introduce customers to new products and services and generate leads for sales teams
- Process customer transactions effectively and in a timely manner and cross-sales
- Maintaining and balance cash drawers
- Identifies and make sales referrals, recommend alternate channels for cross-sells banks services and products
Sr. Customer Service Rep/Credit Collector 2
Wells Fargo Home Mortgage
03.2003 - 08.2008
- Contacted delinquent customers and presented a variety of workout options through analysis and company guidelines
- Maintain and updated customer’s account information in Fidelity and Edge loans servicing systems
- Assisted in mentoring new employees
- Maintain high quality customer satisfaction scores via assessment and Q&A
- Loan documentation through Microsoft Excel and Word
- Collect, retain, and manage all delinquent accounts along with initiating and monitoring Loss Mitigation process
Education
MBA - Health System Management
Grand Canyon University
Phoenix, AZ01.2013
BS - Business Management
Rasmussen College
Brooklyn Park, MN01.2010
Skills
- Goal oriented
- Teamwork and collaboration
- Problem-solving
- Time management
- Organizational skills
- Decision-making
- Team building
- Analytical skills
- Interpersonal skills
- Communication skills
Accomplishments
- Well knowledgeable in all insurance Life, Supplemental Health, Disability and cancer products, HIPPA, ERISA and 5500
- Hire and mentor new employees into their roles.
- Proficient in Microsoft Office Suit (word, excel, outlook and power point), Power BI, Adobe Acrobat and many systems like Edge, Fidelity, Max, Early Resolution, Oracle, Salesforces, Workday, 5500 SharePoint, Employee Resource Center, Medical Underwriting Workbench, Customer Relationship Management System, Support RFP, IRap. Handled various kinds of client data and documents.
- Contact Center Team Lead for all Voya’s Life, Health and Disability products.
- Mentor to all new Internal Client Representative.
- Support RFPs, 401k, and 403B projects
Timeline
Internal Client Rep.
Voya Financial
02.2021 - 09.2024
Customer Service Supervisor/Team Lead
Voya
07.2015 - 01.2021
Teller/Customer Service
Wells Fargo Bank
11.2014 - 04.2015
Sr. Customer Service Rep/Credit Collector 2
Wells Fargo Home Mortgage
03.2003 - 08.2008
BS - Business Management
Rasmussen College
MBA - Health System Management
Grand Canyon University
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