Debbra McLaughlin
El Paso,TX
Summary
Professional in customer support, equipped with deep understanding of customer needs and service operations. Proven ability to streamline processes and resolve issues efficiently. Known for reliability and adaptability to changing demands, with strong communication and problem-solving skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Care Consultant
Insight Global/Maximus
12.2024 - Current
- Responded to incoming calls and made occasional outbound calls regarding Federal Emergency Management Agency (FEMA)
- Multitasked effectively to simultaneously handle website chat and callers needs
- Track and document all inquiries using applicable systems
- Met Quality Assurance(QA) and other key performance metrics
- Gained and maintained in-depth knowledge and understanding of policies and procedures
- Adapted communication style according to individual callers needs while remaining empathetic toward their concerns
- Collected and verified application data and documentation to assist in determination of eligibility and needed assistance
- Documented calls in full to minimize confusion in future calls to insure their needs were efficiently addressed
Multi Product Service Representative
Paychex
10.2022 - 03.2024
- Managed multi-location payroll processing to ensure timely delivery of paychecks and compliance with regulations.
- Maintained up-to-date knowledge of federal, state, and local tax laws to ensure accurate payroll deductions.
- Enhanced customer satisfaction with timely resolution of issues and proactive support.
- Maintained strict confidentiality when handling sensitive information related to salaries, bonuses, or other compensation matters.
- Processed garnishments, levies, and other mandatory deductions accurately to maintain legal compliance.
- Contributed to a positive work environment in the Payroll department through effective communication, teamwork, and problem-solving skills.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Generated reports to track employee time and attendance.
COVID-19 Vaccine Manager
ExecuSearch
03.2021 - 02.2022
- Accomplished multiple tasks within established timeframes
- Maintained professional, organized, and safe environment for employees and patients.
- Insure practice of infection prevention and control measures were followed.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Established team priorities, maintained schedules and monitored performance.
- Maintained current and accurate medical records for patients.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Helped patients complete necessary medical forms and documentation.
- .Provided compassionate support to patients during challenging circumstances, ensuring they felt heard and understood.
Human Capital Management Benefit Consultant
ADP- Automated Data Processing-Nationals
02.2015 - 08.2020
- Served as primary point of contact for employer benefits inquiries, resolving issues promptly and accurately.
- Streamlined benefits enrollment process for improved accuracy and reduced administrative workload.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone..
- Enhanced employer satisfaction by efficiently managing health benefits enrollment and changes.
- Worked closely with payroll department to ensure accurate deductions for employee benefit contributions, avoiding errors and discrepancies in paychecks.
- Managed annual open enrollment period efficiently, providing timely information to all employees about their options.
- Logged client conversations, policy information and changes in client information at time of each phone call made.
Health and Benefit Team Lead
ADP- Automated Data Processing Insurance Services
08.2013 - 02.2015
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Establish and monitor quality of service levels to ensure client focus and timely delivery.
- Collaborated with managing director on retention,new business opportunities and continuous improvement initiatives.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Facilitated team-building exercises to foster collaboration between department members.
Small Business Insurance Sales
ADP- Automated Data Processing Insurance Agency
07.2008 - 08.2013
- Demonstrated expertise in Employer group insurance offering workers compensation and health insurance policies.
- Delivered informative presentations highlighting the benefits of insurance products.
- Expanded client base through strategic prospecting efforts such as cold calling, networking and other outreach methods..
- Actively participated in continuing education opportunities staying up-to-date on industry trends regulations.
- Developed strong relationships with clients to foster trust and loyalty, leading to higher renewal rates.
- Exceeded sales targets consistently by employing effective closing techniques and addressing objections tactfully.
- Generated quotes and proposals for clients to match their company needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
Education
High School Diploma -
North Torrance Highschool
Torrance, CA06-1983
Skills
- Microsoft office
- Call center experience
- Interpersonal skills
- Self motivation
- Time management
- Multitasking and organization
- Active listening
- Adaptability and flexibility
- Data entry
- Documentation and reporting
- Database research
- Attention to detail
Certification
- Property and Casualty License - Texas Department of Insurance.
- Life and Health Insurance License -Texas Department of Insurance.
Training
Emerging Leaders
Insider Threats
OPSEC Awareness
Privacy DHS
Rules of behavior
Unauthorized disclosure of classified information
Payroll
Time & Attendance
Interviewing & Communication
Timeline
Customer Care Consultant
Insight Global/Maximus
12.2024 - Current
Multi Product Service Representative
Paychex
10.2022 - 03.2024
COVID-19 Vaccine Manager
ExecuSearch
03.2021 - 02.2022
Human Capital Management Benefit Consultant
ADP- Automated Data Processing-Nationals
02.2015 - 08.2020
Health and Benefit Team Lead
ADP- Automated Data Processing Insurance Services
08.2013 - 02.2015
Small Business Insurance Sales
ADP- Automated Data Processing Insurance Agency
07.2008 - 08.2013
High School Diploma -
North Torrance Highschool
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