Elizabeth Kious
Greenville,IL
Summary
Dedicated professional focused on delivering exceptional customer service to clients and serving as a knowledgeable and effective point of contact. Proven track record in creating training tools and successfully training fellow employees, contributing to business growth. Valued team player constantly seeking opportunities to expand knowledge and share with the team. Expertise in system processes and troubleshooting, prioritizing team and business growth, and fostering strong client relationships. Adaptable to changing needs, excelling in building rapport and problem-solving in high-pressure environments. Reliable with effective communication skills, making me a thorough team contributor with strong organizational capabilities. Experienced in managing multiple projects simultaneously with accuracy, prioritizing tasks, and meeting deadlines.
Overview
29
29
years of professional experience
Work History
Technical Expert/ Benefits Consultant
Allsup, LLC
03.2022 - Current
- Mentored new Benefits and Sales Specialists, fostering professional growth and enhancing team capabilities.
- Participated in development and testing of new programs to streamline processes.
- Implemented tools to optimize workflows an processes, saving time and resources for the team.
- Established strong relationships with Clients and customers.
- Enhanced system performance by identifying and resolving complex technical issues.
- Presented information in an accessible manner during meetings to improve team knowledge.
- Conducted comprehensive training sessions for new hires, leading to a smoother transition for into their roles
- Supported clients through timely responses to inquiries, providing expert guidance and assistance as needed.
- Contributed significantly to overall company growth by consistently meeting or exceeding performance targets in key metrics and customer satisfaction.
- Streamlined processes for faster troubleshooting, reducing downtime and increasing productivity.
- Mentored team members in technical skills development, fostering growth within the organization's talent pool.
- Responded to customer inquiries and provided technical assistance.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Managed open enrollment periods, ensuring timely communication of benefit updates and assisting employees with their selections.
- Resolved complex benefits issues promptly, facilitating positive employee relations throughout the process.
- Monitored industry trends to stay current on updates to coverages and benefits.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries regarding health benefits.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
- Built relationships with vendors to foster quality service delivery.
Benefits Specalist
Allsup, LLC
09.2021 - 03.2022
- Streamlined processes for increased efficiency and improved employee and customer experience.
- Managed open enrollment periods, ensuring timely communication of benefit updates and assisting clients with their selections.
- Monitored industry trends to stay current on updated information and changes.
- Resolved complex benefits issues promptly, facilitating positive relations throughout the process.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Built relationships with clients to foster quality service.
- Analyzed and evaluated existing programs and recommended improvements.
Claims Specialist II
Allsup, LLC
05.2019 - 09.2021
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking and knowledge.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
CLIC Client Facilitator
Allsup
02.2017 - Current
- Working as a CLIC Client Facilitator I assist client companies throughout all levels of the SSDI and VA claims
- Duties include reporting, task management, new claim referrals, client company systems access, claim tracking, and responding to client companies' inquiries and requests via email and telephone
- I strive to provide excellent customer service to the clients by being an effective and knowledgeable point of contact for them
- I have developed query reports to eliminate task backlog issues and reduce time spent on tasks as well as an urgent task job aid to assist my team in complying with client company requirements
- I have also created training tools and trained other employees to assist CLIC when needed
- I consider myself to be an excellent team player and a productive and efficient employee who continuously strives to learn more
Customer Service Representative
Ultimate Staffing Services
08.2016 - 02.2017
- Working as a medical records acquisition specialist I was in contact with claimants and health care providers to obtain medical records
- Duties included previewing records for accuracy and pertinence, providing excellent customer service during outbound calling to claimants and provider facilities, accurate notations of actions taken to obtain records
- I was very good at resolving urgent need cases by thinking creatively while working with health care facilities to obtain the necessary records in time for the claimants' hearings
- I became my team lead's point of contact for difficult and urgent medical requests because of my abilities and persistency
- Working in Health Insurance Services as a Contact Center Representative, I provided excellent customer service while working with individuals with a need for health insurance coverage options within the Medicare and Marketplace platforms
- Duties included taking inbound calls, scheduling, logging notes, and reviewing and entering ERS surveys
- In this role I was able to assist many people in transitioning from their employer's coverage plan and was a leader in sales many times
Owner
Sweetest Things Bakery and Cafe
08.2007 - 02.2016
Call center supervisor
NPC
05.2000 - 09.2002
Corporate Training Manager
KFC/Taco Bell
04.1996 - 06.2000
Education
College - Music Education
Southern Illinois University Edwardsville
Edwardsville, IL01.1996
Diploma -
Bond County Community Unit 2 High School
Greenville, IL01.1994
Skills
- Customer service
- Management
- Client services
- Allsup systems
- Training and mentoring
- Customer support
- Business intelligence
- Teamwork and collaboration
Phone
- 502-689-8982
- X65206, 65206
Timeline
Technical Expert/ Benefits Consultant
Allsup, LLC
03.2022 - Current
Benefits Specalist
Allsup, LLC
09.2021 - 03.2022
Claims Specialist II
Allsup, LLC
05.2019 - 09.2021
CLIC Client Facilitator
Allsup
02.2017 - Current
Customer Service Representative
Ultimate Staffing Services
08.2016 - 02.2017
Owner
Sweetest Things Bakery and Cafe
08.2007 - 02.2016
Call center supervisor
NPC
05.2000 - 09.2002
Corporate Training Manager
KFC/Taco Bell
04.1996 - 06.2000
Diploma -
Bond County Community Unit 2 High School
College - Music Education
Southern Illinois University Edwardsville
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