Seeking a career with a growing company Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality.
Hi, I’m
GREG CHAPMAN
Calumet City,IL
Summary
Overview
35
years of professional experience
Work History
ClearCaptions, LLCRoseville, CA
Customer Support Specialist
11.2022 - Current
Job overview
- Inbound/Outbound phone contacts, well as inbound email, text and Chat services
- Respond to and manage inbound customer inquiries daily
- Provide technical support to customers, perform root-cause analysis, and provide resolutions to service interruptions
- Work closely with customers to provide feature training related to products and services
- Meet weekly/ monthly metrics related to service level, performance, and customer satisfaction
- Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture
- Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with customer service.
- Led initiatives aimed at boosting team morale through recognition programs, incentives, or other motivational strategies designed to encourage top-notch performance from every member of support staff
- Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures
- Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns
Medly PharmacyChicago, IL
Specialist, Patient Experience
10.2020 - 05.2022
Job overview
- Interact with patients through phone calls, texts, emails and chats
- Schedule medication deliveries to patient homes and offices
- Problem solve roadblocks to patient satisfaction
- Leave patients feeling delighted
- Assist patients across multiple markets in scheduling their medication deliveries and resolving customer service challenges
- Knowledge of Prior Authorization Holds
- Knowledge of I-Pledge Program
- Insurance Verification Specialist
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
- Listened and responded to customer requests and forwarded necessary information to superiors
- Followed all company policies and procedures to deliver quality work
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Helped meet changing demands by recommending improvements to business systems or procedures
- Earned recognition as top performer consistently exceeding targets throughout tenure as specialist in field
- Developed strong client relationships through consistent communication and attentive service
- Spearheaded innovative product development initiatives that increased market share and profitability margins
- Collaborated with cross-functional teams to achieve project goals on time and within budget
- Developed and implemented systems to track customer feedback and satisfaction
- Monitored industry trends to adapt strategies accordingly
BSI CompanyBaltimore, MD
Customer Service Representative
01.1989 - 03.2020
Job overview
- Responsible for answering incoming calls from students and instructors regarding technical issues
- Assisting customers with troubleshooting steps
- Assisted students with submitting assignments and registering for classes
- Responsible for doing follow up calls
- Providing tier 1 technical support services to end users, including mobile device troubleshooting and mobile device activation
- Managing and development people
- Project & cross functional teams Management
- Financial Heath Management
- Execute and control A&C ensuring its optimization
- Development of Brand Plans & Communication Campaigns
- Analyze and use information to identify business opportunities: Nielsen, Perfect Store KPI, distribution, drop size, margins, channel mix, sales process and inventory
- Implement advertising and promotional campaigns according to brand values in order to improve brand's awareness, penetration and market share
- Responding to average of 53 calls per day, addressing customer questions, resolving problems, and providing comprehensive dispatch information to drivers
- Strategically negotiating best freight rates with vendors to cost-effectively book loads
- Handling calls effectively in fast-paced and challenging dispatching center environment
- Earning reputation as top service provider with extremely high levels of accuracy and efficiency
- Managing dispatch calls, coupled with superior interpersonal and time management skills.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
BSIBaltimore, MD
RECRUITING COORDINATOR/QA
04.2016 - 02.2019
Job overview
- Scheduling sourcing calls working directly with customers and hiring managers, in some cases arranging last minute sourcing request
- Working knowledge of recruiter duties
- Build strong relationships and partnerships across broader HR functions (Relationship Management, HRIS, Compensation, etc.)
- Execute on ad-hoc projects
- Scheduling interviews and hiring events while working directly with candidates and hiring managers, in some cases arranging travel for visiting candidates
- Vendor Management
- Scheduling interviews and phone screens working directly with candidates and hiring managers, in some cases arranging travel for visiting candidates
- Responsible for daily audit of multiple accounts for accuracy and turnaround time
- Identified and analyzed document problems with program function, output, online screen, or content
- Listened to calls either recorded live or side-by-side while communicating feedback.
- Scheduled and conducted many interviews each week
- Conducted fifteen recruiting events to grow passive talent pipeline to prepare for future hiring needs
- Scheduled and conducted 25 interviews each week.
BSIBaltimore, MD
Senior Talent Acquisition Recruiter (Remote)
08.2012 - 02.2019
Job overview
- Create and execute recruiting strategy, which results in top-tier, qualified talent pool of professionals and strong candidate pipeline
- Develop and execute sourcing strategy, pre-screen candidates and deliver pre-qualified diverse candidates for hiring manager's evaluation
- Partner with hiring manager to identify role of interview team, assign competencies using both technical and behavioral interviewing models
- Grow existing network, foster new relationships and attend networking events to further identify talent for organization
- Partner with other Human Resource functions in order to attract and hire talent that will help to sustain and contribute to Vertex culture
- May contribute to projects as part of long-term strategy of building best-in-class staffing organization
- Other duties as assigned
- Design and develop various recruitment programs
- Maintain contact network for qualified candidate recognition and sourcing.
- Conducted thorough pre-screen interviews to effectively assess candidate qualifications and fit for company culture
- Improved candidate experience by maintaining consistent communication throughout recruitment process
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume
- Built strong relationships with internal and external candidates to ensure excellent hiring experience
- Improved candidate experience by maintaining consistent communication throughout recruitment process
- Organized successful career fair events to increase brand awareness and attract top talent in industry
- Implemented diversity initiatives within recruitment process, contributing to inclusive workplace environment
- Negotiated competitive compensation packages to secure high-quality candidates while remaining within budget constraints.
- Emphasized job benefits and perks to applicants to improve organization's attractiveness.
BSIBaltimore, MD
Payroll Specialist
04.2010 - 10.2017
Job overview
- Maintain base of payroll clients relevant to size and complexity on all products including Tax pay, Direct Deposit, Time off accrual reporting and check signing and stuffing allocations and employee deductions and to set schedules
- Accurately key all payroll related data necessary to process and meet appointment schedules
- Contact clients to obtain payroll data, including salary changes, special payments, tax information and employee deductions, and to set schedules
- Keep abreast of payroll processing system and changes in wage and tax laws, and correspond with federal, state and local tax agencies on behalf of clients in problem situations
- Assumes responsibility for complex payroll clients
- Research and resolve more complex client / system problems
- Establish and maintain positive working relationship with clients, agencies and coworkers.
- Managed payroll data entry and processing for 350 employees to comply with predetermined company guidelines
- Streamlined payroll processing by implementing automated timekeeping system
- Provided detailed cost analysis reports to management highlighting areas of potential savings within company's compensation structure
- Oversaw transition to new payroll software platform, minimizing downtime during implementation phase
- Tracked employee vacation, sick and personal time
- Maintained confidentiality of employee records and payroll information
- Assisted with recruitment and onboarding of new employees
- Performed data entry tasks and maintained accurate records of employee payroll information
BSIBaltimore, MD
REAL TIME ANALYST
06.2010 - 02.2014
Job overview
- Assist with Call Center Management initiatives (e.g.
- Delivering workshops, training and ongoing organizational education)
- Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management
- Make adjustment to call and email allocations driven by real-time trends and backlog management
- Work with NOC, Operations, and Remote Centers to manage and resolve downtime and telephony issues
- Send out hourly performance updates including interval and intraday Sols, % to forecast, ASA
- Stakeholder management
- Send out regular performance updates including interval and intraday Sols, % to forecast, ASA
- Played pivotal role in maintaining high standard of customer experience by proactively adjusting resources in response to changing business needs
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity
- Optimized workforce distribution by analyzing historical data and trends in Realtime
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events
- Spearheaded the development of new forecasting models, resulting in more accurate predictions of future call volumes and staffing needs
BSI CompanyBaltimore, MD
Benefits Coordinator (Hybrid)
11.2001 - 06.2009
Job overview
- Benefits Coordinator position was new to company so had responsibility of developing processes for approximately 950 employees
- Handled short- and long-term disability programs and FMLA
- Responsible for all new hire and deduction payroll entries, provider site benefit enrollments, medical support notices as well as other government documents, termination audits, enrollment audits, reconciliation of insurance carrier invoices, self-billing for life insurance, census reports, and maintenance of records
- Processed benefit requests, terminations, 401K contributions and loans
- Created reports for Payroll, Human Resources and Finance department
- Resolved employee issues to help them get best care possible
- Developed all procedures for benefits including auditing, self-billing, reporting and other processes
- Audited old insurance bills to insure were correct
- Saved company revenue by clearing up billing issues
- Organized and implemented successful open enrollment for more than 900 employees
- Chaired and organized fundraiser for fellow employee, raising more than $20,000 for medical bills.
- Collaborated with HR team to evaluate and select competitive health, dental, and vision insurance plans for employees.
- Ensured compliance with federal and state regulations by maintaining accurate records of all benefits-related documentation.
- Conducted regular audits of benefits data to identify discrepancies, ensuring accurate reporting and timely resolution of errors.
- Assisted in annual budgeting process-analyzing cost projections for employee benefit programs while identifying opportunities for savings or enhancements within plan design.
- Coordinated open enrollment events to educate employees on benefit options and encourage informed decision making.
- Supported recruitment initiatives by highlighting value of company's comprehensive employee benefits package during interviews and job fairs.
- Conducted exit interviews to gather feedback from departing employees on their experience with company's benefits offerings, using this information to drive continuous improvement efforts.
- Reduced benefits expenses by revamping company plans for dental, life and disability.
Education
Morgan State UniversityBaltimore, MD
BA in Applied Science Business Administration
06.1992
University Overview
Walbrook Senior High SchoolBaltimore, MD
High school diploma in General Studies
06.1987
University Overview
Skills
- Knowledgeable of CRM systems, Trello, and Infusionsoft
- Knowledgeable with various programs, ACD (Aspect Uniphi Connect), UTS, MARTENS, DESI, INAT, MetaSolv, Support Portal and Web-based access to switches and Goldmine
- Impeccable oral and written communication skills, ability to interact and communicate professionally and confidently
- Experienced Call Center Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills
- Multiple Electronic Data Capture experience/exposure
- Time management
- Experience in health care
- Typing skills (minimum 30wpm)
- CRM Software
- Salesforce
- Human Resources
- Business Development
- Technical Support (10 years)
- ROUTERS (10 years)
- Mobile Devices
- Computer Networking
- VPN
- Linux
- LAN
- Help Desk
- Activation manager (10 years)
- VoIP
- WAN
- DHCP
- Network Support
- Microsoft Windows
- Microsoft Windows Server
- DNS
- Ethernet
- TCP/IP
- Network Monitoring
- Tech Support
- Access
- Word
- Outlook
- Excel
- Computer Coding
- Sales (10 years)
- Operating Systems
- Solid knowledge of basic Employment laws and regulations (10 years)
- SQL
- Live chat
- Epic
- Microsoft Outlook (10 years)
- Remote Utilities
- Customer service
- Customer Response
- Customer service excellence
- Referral Coordination
- Call center experience
- Technical Troubleshooting
- SLA
- Call Management
- Technical Support
- Administrative Support
Certifications And Licenses
Certifications And Licenses
- Senior Professional in Human Resources
- Professional In Human Resources
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Timeline
Customer Support Specialist
ClearCaptions, LLC
11.2022 - Current
Specialist, Patient Experience
Medly Pharmacy
10.2020 - 05.2022
RECRUITING COORDINATOR/QA
BSI
04.2016 - 02.2019
Senior Talent Acquisition Recruiter (Remote)
BSI
08.2012 - 02.2019
REAL TIME ANALYST
BSI
06.2010 - 02.2014
Payroll Specialist
BSI
04.2010 - 10.2017
Benefits Coordinator (Hybrid)
BSI Company
11.2001 - 06.2009
Customer Service Representative
BSI Company
01.1989 - 03.2020
Morgan State University
BA in Applied Science Business Administration
Walbrook Senior High School
High school diploma in General Studies
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