Courtney Myers

• Conducted weekly meetings with leadership teams which included senior directors
• Completed full root-cause analysis on inventory issues and develops action plan
• Developed custom reports to provide management with valuable insights into workforce performance metrics.
• Designs and manages staff scheduling system
• Creates and implements inventory reduction plans
• Establishes set of scheduling resources and monitoring systems to manage schedule administration, communication, and track performance
• Empowers processing teams through training and knowledge sharing.
• Served as subject matter expert for WFM software systems, advising on updates and system improvements as needed.
• Drove continuous improvement efforts within WFM team, identifying opportunities for process enhancements and implementing best practices.
• Assisted in development of annual budgets by providing detailed workforce projections based on historical trend analyses.
• Reduced employee absenteeism with proactive monitoring and management of attendance records.
• Collaborated with HR on recruitment strategies to attract top talent and maintain optimal staffing levels.
• Created training materials for new employees to provide information about attendance guidelines.
• Completed human resource operational requirements by scheduling and assigning employees.
• Created and delivered HR training sessions to staff, managers and executives.
• Worked alongside global business leader to deploy new training strategies.
• Generated and analyzed reports to monitor employee engagement and attrition trends.
• Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
• Assisted with writing job postings and job descriptions for boards.
• Pre-screened resumes prior to sending to corporate hiring managers for consideration.
• Ensured compliance with labor laws and regulations through meticulous tracking of work hours, overtime calculations, and paid time off accruals.
• Briefed job applicants regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics.
• Oversaw and managed hiring process and assisted human resources.
• Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
• Increased operational efficiency by automating routine tasks using advanced software tools such as Excel macros or database queries.
• Developed custom Excel macros, simplifying complex data analysis tasks for team.
• Used MS Excel to analyze data and PowerPoint to share information with team members.
• Empowered students to solve complex problems using advanced Excel functions such as PivotTables, VLOOKUP, and conditional formatting tools.
• Created customized reports as needed by Senior Management using advanced Excel formulas to analyze large data sets effectively.

• Audits paid claims for overpayments using various techniques including systems-based queries and specialized reporting
• Works with recovery and collection vendors to validate overpayments, validate vendor invoices, and provide feedback to modify queries when needed
• Works closely with contract managers to identify and correct contractual issues, if applicable
• Handles complex case research and resolution.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Validated results and performed quality assurance to assess accuracy of data.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Generated reports detailing findings and recommendations.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Reduced operational costs with thorough analysis of vendor performance metrics and contract negotiations.

• Provided exceptional customer service while managing difficult situations professionally to maintain overall satisfaction levels among clientele.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Review staff performance and offer constructive feedback
• Collaborate with team leads on setting and achieving team-specific goals
• Interact with customers and resolve complaints or grievances
• Development of weekly team schedules
• Approve and process payroll.
• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
• Assisted Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
• Mentored new employees on company policies, procedures, and best practices to ensure their success within organization.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Fostered positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

• Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
• Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
• Responds to incoming calls and may initiate outgoing calls, providing customer service to plan members, providers, and employer groups by answering benefit questions, resolving issues, and educating callers
• Verifies enrollment status, makes changes to records, research, and resolves enrollment system rejections; addresses variety of enrollment questions and/or concerns received by phone or mail
• Responsible for billing and delinquency processes for assigned groups
• Responded via telephone and email to questions regarding licensing, commissions, website logins and website navigation.
• Mentored junior brokers within firm, sharing expertise and best practices for success in industry.
• Used job-related software to draft and finalize written correspondence and documentation.

Lead Training Classes for incoming New Hires

• Serviced as Direct Contact for all floor Associates in absence of Supervisor
• Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities
• Monitored customer accounts to track outstanding issues and implement innovative solutions.
• Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
• Managed high call volume while maintaining courteous and professional demeanor.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Worked productively in fast-moving work environment to process large volumes of claims.
• Researched and analyzed complex claims to determine next steps and possible outcomes.
• Managed asset recoveries for claims, including salvage and subrogation
• Processed high volumes of bodily injury claims efficiently while working in demanding environment
• Negotiated settlements for uncomplicated claims in accordance with actual company liability.
• Analyzed and addressed escalated claims to resolve issues quickly.
• Negotiated favorable settlements with claimants, resulting in cost savings for company.
• Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.

• Answered customers' questions and addressed problems and complaints in person and via phone
• Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
• Streamlined operations by managing high volume of incoming calls for medical providers seeking information or assistance.
• Acted as liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
• Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
• Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
• Assisted in training of new Provider Services Representatives, ensuring consistent quality service delivery.
• Met customer call guidelines for service levels, handle time and productivity.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Followed through on all critical inter-departmental escalations to increase customer retention rates.