Heather Richmond
Benefits Counselor
Austin,TX
Summary
Dynamic Benefits Counselor with expertise from the Teachers Retirement System of Texas, adept at enhancing employee satisfaction through effective communication and problem-solving. Proven ability to manage vendor relationships and guide retirees, leveraging critical thinking and adaptability to ensure seamless transitions and optimal benefits selection.
Overview
8
8
years of professional experience
Work History
Benefits Counselor
Teachers Retirement System of Texas
09.2021 - Current
- Answered questions and built interest with friendly and knowledgeable support.
- Collected documents and checked applications for completeness before submission.
- Provided subject matter expertise on eligibility, coverage, and other benefits matters.
- Assisted employees in navigating open enrollment periods, providing guidance on plan selection and changes.
- Provided comprehensive support to retirees, ensuring smooth transitions from active employment into retirement status regarding their benefits options.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Handle between 70- 90 calls per day.
Team Lead
Teleperformance USA
06.2020 - 09.2021
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Influenced positive change within the organization through .
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Manged a team of 12
Mortgage Loan Originator
Quicken Loans
10.2019 - 02.2020
- Explained different types of loans pertaining to client situations.
- Participated actively in weekly team meetings discussing market trends and sharing best practices among peers.
- Managed a pipeline of mortgage applications, prioritizing tasks to ensure timely closings and meet clients'' needs.
- Chosen for power banking
- Handled 30-40 calls per day.
Leasing Agent
Suburban Collection Showplace
09.2019 - 10.2019
- Responsibilities included checking in vehicles when leases were completed.
- Inspected vehicles when they were returned.
- In charge if lease paperwork.
- Responsible for closing out the leases.
- Manged over 100 leases.
Tech Support Agent
Spectrum
03.2019 - 08.2019
- Walked individuals through basic troubleshooting tasks.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Resolved complex technical issues for better client experience and smoother operations.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Handled over 50 calls per day.
Commercial Billing Agent
Spectrum
08.2018 - 03.2019
- Enhanced customer satisfaction with detailed explanations of charges and prompt resolution of disputes.
- Dealt with problems with calm and professionalism to deliver optimal resolutions.
- Worked effectively under pressure to meet tight deadlines, prioritizing tasks according to urgency and importance.
- Maintained up-to-date client records, ensuring that all relevant information was accurately documented in the database.
- Handles over 50 calls per day.
Education
Bachelor of Science - Doubled Major Art And Science
Texas State University
San Marcos, TX12-2021
Associate of Arts -
Schoolcraft College
Livonia, MI 05.2001 -
Skills
Researching issues
Goal setting
Conflict resolution
Professionalism
Critical thinking
Time management abilities
Self motivation
Adaptability and flexibility
Decision-making
Excellent communication
Multitasking Abilities
Problem-solving abilities
Timeline
Benefits Counselor
Teachers Retirement System of Texas
09.2021 - Current
Team Lead
Teleperformance USA
06.2020 - 09.2021
Mortgage Loan Originator
Quicken Loans
10.2019 - 02.2020
Leasing Agent
Suburban Collection Showplace
09.2019 - 10.2019
Tech Support Agent
Spectrum
03.2019 - 08.2019
Commercial Billing Agent
Spectrum
08.2018 - 03.2019
Associate of Arts -
Schoolcraft College
05.2001 -
Bachelor of Science - Doubled Major Art And Science
Texas State University