Ebonye Kaufman
Laveen,USA
Summary
Experienced in optimizing sales support functions to enhance team productivity. Strong interpersonal skills utilized to build and maintain valuable customer relationships. Proven track record of providing timely and efficient support to sales teams, ensuring seamless operations.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sales Support Representative
UnitedHealth Care Group
05.2023 - Current
- Responsible for performing a variety of duties to support agent/producers with Medicare and Medicaid eligibility, certifications, contracting, software navigation and password resets, licensing and appointments, election periods, benefits plan information
- Manage high volume workload and maintain95% customer satisfaction rate, while consulting with agents/producers regarding licensing and appointment designations required for them to maintain a Book of Business with UnitedHealth Care
- Review, assess, and analyze Medicare and Medicaid data to determine benefits entitlements, election period eligibility, and special needs for constituents
- Provide technical support and guidance through sales portals, learning and certification software, and agent’s sales toolkit
- Reset passwords and unlock accounts
Customer Service Representative
Jacksons Food Stores
06.2022 - 05.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
HR Manager
LiquiBox (formerly DuPont)
02.2019 - 11.2019
- Managed programs valued at approximately $100M in support of approximately1,000 employees
- (Laid off due to Plant Closure)
HR Manager
Farmers’ Rice Cooperative
02.2018 - 02.2019
- Skillfully managed employee relations, labor relations, hiring practices, change management, risk management, benefits and leave administration, employee incentive programs, reporting, logging, and metrics tracking
- Managed a staff of one
- Coached managers on supervisory skills to increase communications, clarify expectations and improve performance
- Designed a leader’s development tracker to assess the skills, performance, and behaviors of leaders for succession planning
- Processed weekly payroll
- Collaborated with managers to review vacant positions, reallocate duties, and streamline procedures
HR Consultant
BBSI
11.2017 - 02.2018
- Consulted with business owners and operators on employee relations; managed disability claims & leave of absences, and reduced workers’ compensation claims
- Conducted New Hire Orientation, Exit Interviews and Leave of Absences
- Utilized company policies and disciplinary actions to mediate conflict resolutions
- Conducted focus groups to reconciled teams that experienced morale issues, created team building exercises, facilitated necessary training
Regional HR Manager
AutoZone
06.2016 - 10.2017
- Core duties included interviewing, on-boarding, coaching & counseling, performance management, and compliance
- Conducted massive, complex investigations
- Fostered teamwork and open-door environment conducive to positive dialogue across the region, which resulted in the employee-retention rate of89% within an industry where high turnover is the norm
- Championed the reduction of benefits costs by15% annually through meticulous recordkeeping and ensuring the company did not pay for benefits of ineligible employees
- Revised job descriptions across for50+ levels and categories
Senior HR Business Partner
Amazon
04.2015 - 06.2016
- Aligned human resource strategies and programs with operational goals
- Developed succession plans, resource planning, and rolled-out compensation & performance management plans
- Managed a staff of14 non-exempt employees
HR Consultant II/Project Manager
Southern California Edison
12.2005 - 06.2014
- Designed and implemented process improvements related to human capital, safety, technology, and information governance
- Consulted with executive leaders on workforce planning, labor relations, performance management and disciplinary actions
- Supported all human resource functions to12 client organizations, regarding8,000 union and non-union employees
- Core responsibilities included coaching and counseling on performance and management issues, conflict resolution, and contract administration
- Trained management on trend awareness and performance improvement through targeted consultations
- Developed extensive labor relations strategy while maintaining luxury environment
Education
Bachelor of Science - Human Resource Management
University of Phoenix
Phoenix, AZ08.2008
Skills
- Inbound/Outbound Call Center Operations
- Resolve Complaint Resolutions
- Technical Support
- Client Relations
- Training & Development
- Customer Service
- De-Escalation & Conflict Resolution
- Goal-oriented mindset
- Strong negotiation
- Technical aptitude
- Sales strategy development
- Microsoft office expertise
- Salesforce proficiency
Certification
- Project Management Professional (PMP) Coursework – UC Irvine Extension Program
- Senior Professional Human Resources (SPHR) Coursework – Claremont Graduate University
- Certified for Institutional and Institutional-Equivalent Special Needs Plans
- Certified for Medicare Advantage, Prescription Drug Plans, Medicare Supplement, D-SNP, C-SNP
Timeline
Sales Support Representative
UnitedHealth Care Group
05.2023 - Current
Customer Service Representative
Jacksons Food Stores
06.2022 - 05.2023
HR Manager
LiquiBox (formerly DuPont)
02.2019 - 11.2019
HR Manager
Farmers’ Rice Cooperative
02.2018 - 02.2019
HR Consultant
BBSI
11.2017 - 02.2018
Regional HR Manager
AutoZone
06.2016 - 10.2017
Senior HR Business Partner
Amazon
04.2015 - 06.2016
HR Consultant II/Project Manager
Southern California Edison
12.2005 - 06.2014
Bachelor of Science - Human Resource Management
University of Phoenix
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