Your Name
Summary
Solution-oriented; forward-thinker with more than 14 years of experience contributing to client satisfaction, retention, and management with Human Resources experience. Skilled in identifying and targeting individual needs, recommending services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within service-driven environments, continuously achieving goals while complying with company standards and mission.
Overview
17
17
years of professional experience
Work History
Client Specialist
First Horizon Corp.
Fayetteville, AR
10.2020 - Current
- Respond to all client inquiries and ask appropriate questions to facilitate resolution.
- Conduct new hire training to ensure a working knowledge of client security requirements and tool usage to successfully assist with inbound calls.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Listen to recorded calls to coach existing CCRs regarding security violations, incorrect information provided, and escalated calls.
- Ensure all unassigned client tickets are assigned to CCR or self for rapid response or triage.
- Update tools using KC Authoring to ensure all information provided to participants is current.
- Process client death claims within 3 days to ensure proper documents are sent to beneficiaries in a timely manner.
- Grant client access to new CCRs or approved persons for KC, Assist Production, and CSPro for call handling or coaching.
- Ensure all incoming documents in Imaging have been addressed to ensure timely response to participant and other requests.
- Create Medicare reimbursement tickets to set up reimbursement accounts with Defined Benefits after verifying eligibility, and create direct deposit setup for Medicare reimbursement payments.
- Resolve issues and inquiries for five clients regarding health & welfare benefits and payment deductions via telephone interactions to alleviate repeat callers.
- Monitor queue to ensure no calls are holding before CCR's end shift.
- Provide CSAT weekly stats to CCRs.
- Assist and complete all special client assignments or projects assigned.
- Skilled as floor supervisor to assist new team members in policies and procedures and offer insight into best ways to manage job tasks and duties.
- Process employee, spouse, and dependents in group health insurance, dental, vision, life insurance, spending accounts, medicare supplemental insurance, and COBRA in accordance with state law.
- Enroll, review, and confirm employee coverage for Annual Enrollment to ensure accuracy of elections.
- Run events to implement opt-out medical credit for employees that choose no company coverage to initiate incentives.
- Observe strict procedures to maintain employee data and plan privacy in accordance with HIPPA.
- Follow-up with employees by phone regarding case escalations to resolve complex issues.
- Actively listen to and repeat participants' requests, confirming full understanding before addressing concerns.
- Work with active, disabled, LOA participants, and retirees to understand needs and provide excellent service.
- Perform duties in accordance with all applicable standards, policies, and regulatory guidelines to promote safe working environment.
- Knowledgeable of policies and procedures for government programs such as Medicare, and special processes such as Qualified Medical Child Support Orders (QMSCO), Qualified Domestic Relations Orders (QDRO), and Qualified Status Changes (QSC).
Self Employed
Abm
Aurora, CO
01.2020 - 10.2020
- Travel extensively to client sites, working closely with product users to identify up-selling opportunities.
- Stay abreast of industry changes and trends, identifying and pursuing new business opportunities.
- Forge and nurture relationships with customers to cultivate loyalty customer satisfaction and customer retention.
- Brand products through effective salesmanship and maintained long-term relationships with clients.
- Work to develop network by identifying and pursuing new leads, attending industry events and building rapport with clients.
- Contact customers with incentives to attract prospects and generate leads for new business partners.
- Set up appointments with potential and current customers to promote new products.
- Evaluate inventory and delivery needs, optimizing strategies to meet customer demands.
- Boost brand awareness, implemented promotional campaigns and employed sales tactics for top selling products.
- Follow up with customers after completed sales to assess satisfaction and resolve any product inquiries or service concerns.
Director
Lone Star College-SO-UP
City, STATE
12.2011 - 01.2020
- Oversaw daily operations of fifteen employees to ensure department processes and performance standards were carried out by staff and management.
- Conducted monthly staff one-on-one's to review/discuss Key Performance Indicator (KPI) outcomes, discover employee challenges, relay observed improvements, and identify professional developments and/or training to enhance performance.
- Analyzed staff metrics to determine implementation of Performance Improvement Plan (PIP) or Performance Enhancement Plan (PEP).
- Delegated assignments based on project needs and knowledge of individual team members.
- Collaborated with department heads to ensure accuracy of information disseminated to end-user.
- Worked with upper management to create and implement department Annual Cycle of Effectiveness (ACE) goals to create measurable outcomes of effectiveness for business objectives.
- Implemented quarterly strategic messaging to decrease call abandonment rate by 3%.
- Measured manager outcomes against implemented Management Expectation Agreement (MEA) to determine if expectations regarding desired outcomes for operations had been met.
- Collected, analyzed and monitored trends to provide proposals regarding department reorgs, submitted data reports and action items to upper management, regulated business objectives, addressed outliers, and adjusted staff as needed to maintain strong front-line for consumer service.
- Continuously reviewed, analyzed and measured department operations seeking opportunities to maximize procedures by expanding or modifying service offerings as needed.
- Followed-through on all critical inter-department escalations to increase customer satisfaction.
- Investigated and resolved consumer inquiries and complaints in an empathetic manner.
- Cross-trained and coached staff and management to enhance staff performance, enforce workplace expectations, communicate required training and create a holistic approach to student support thereby increasing favorable consumer experience.
- Identified and developed staff members that possessed required skills for higher-level roles within the organization.
- Identified and recruited talent, interviewed, provided verbal offer including non-negotiable wages for an average of three entry-level positions annually.
- Collected verification documents for I9, approved job offers, and onboarded new hires through employee orientation.
- Terminated employees based on observed or investigated unethical conduct, poor performance, and repeated documentation and counseling regarding violation of workplace expectations.
Program Coordinator Call Center & Special Events
Lone Star College-Montgomery
City, STATE
01.2007 - 12.2011
- Created a collaborated call center that supported four essential student service departments alleviating complaints concerning lack of customer support by phone.
- Managed staff and operations of call center and campus events.
- Provided employee coaching to aid with professional growth.
- Performed appropriate data collection and reporting to determine department effectiveness and external/internal consumer satisfaction.
- Analyzed and assessed department procedures and made adjustments resulting in desired operational outcomes.
- Cross-trained staff on procedures/processes for four essential student service departments to provide a holistic approach to student support and experience.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Advised students on admissions & registration, course selection & sequencing, and other requirements in addition to system resources & tools.
- Conducted semi-annual recruiting efforts to recruit, interview, conduct background checks, provide verbal and electronic offers, complete documentation verification (I9) and onboard new hires.
- Coached staff regarding performance, identified areas needing improvement, recommended professional developments and identified best fits for higher-level roles within the organization.
- Terminated employees based on observed or investigated unethical conduct, poor performance, and repetitious violation of workplace expectation.
Education
Master of Arts - Counseling
Prairie View A&M University
Prairie View, TX2014
Bachelor of Science - Marketing
University of New Orleans
New Orleans, LA2002
Bachelor of Science - Business Administration
University of New Orleans
New Orleans, LA2002
Skills
- Customer Service
- Customer Care
- Coaching/Training
- Quality Assurance
- Interviewing
- Terminations
- Performance Improvement Plans
- KPI (Key Perforamance Indicators)
- Onboarding new hires
- Verbal/Written Communications
- Active listening skills
- Problem-Solving
- Organizational Skills
- Flexible/Adaptable
- Relationship building
- Multitasking abilities
- Analytical skills
- Critical Thinking
- CSPro
- MS Teams
- Bluezone
- Tableau
- Sharepoint
- KC Authoring
- Assist Production
- Call Center Reporting/Metrics
- Cognos
- MyIdentity
- Lotus Notes
- Windows 10
- MS Suite
- Cisco Desktop for Supervisors
- Cisco Historical Reporting
Affiliations
- Student Success Institute - Mentor, Lone Star College-UP, 2018 - 2019
- Coach - Leadership Academy, Lone Star College, 2017 & 2018
- Fellow - Leadership Academy, Lone Star College, 2016
- Presenter- Texas Association of Community College Marketers, 2014
- PSI Sigma Iota Honors Society, Epsilon Chapter, PVAMU, 2012
- Presenter - GED graduation. Lone Star College-MC, 2011
- Sub-Committee Co-Chair, Creating Independence, United Way, 2010
- Presenter - GED graduation, Lone Star College-MC, 2009
Timeline
Client Specialist
First Horizon Corp.
10.2020 - Current
Self Employed
Abm
01.2020 - 10.2020
Director
Lone Star College-SO-UP
12.2011 - 01.2020
Program Coordinator Call Center & Special Events
Lone Star College-Montgomery
01.2007 - 12.2011
Master of Arts - Counseling
Prairie View A&M University
Bachelor of Science - Marketing
University of New Orleans
Bachelor of Science - Business Administration
University of New Orleans
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