Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ieashia Henderson

Atlanta,GA

Summary

Focused Benefits Coordinator accomplished in developing a high level of intelligence to improve business procedures and streamline implementation. Vast knowledge of business best practices, regulatory standards and optimal control systems. History supporting growth and driving success.

Overview

24
24
years of professional experience

Work History

HR Benefits Analyst

BC Insourcing
04.2022 - Current
  • Completes various administrative duties, as assigned by client and BCInsourcing; based on client needs, duties may include (but are not limited to) administration or support of Qualifying Life Events, Status Changes, Dependent Verification, Billing, Leave of Absences, New Hire Orientation, Appointment Scheduling, Benefit Enrollments and Applications
  • Develops a detailed understanding and in-depth working knowledge of all employer-sponsored benefit plans; responds to employee and carrier inquiries in a timely manner; investigates and resolves benefit-related concerns, including enrollment, deduction, billing, and claims issues; support benefit email inbox and contact center, as assigned
  • Act as a liaison between the client’s HR department, employees, BCInsourcing, and benefit carriers
  • Reconciled self-funded accounts analyzing claims identifying high dollar stop loss claims and forecasting expenditures
  • Worked with internal and external audit team completing all required compliance filings and testing including non-discrimination testing Form 5500 plan audit pension valuation PCORI and PBGC fees.

Customer Service Associate II

DELTA DENTAL
04.2017 - 04.2022
  • Provide excellent customer service regarding eligibility, benefits and claims in telephonic, electronic and written form
  • Research and respond to complex customer inquiries
  • Review/research dental claims and x-rays for covered members
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Assisted providers with contracts for Delta Care and PPO
  • Assisted providers with obtaining fee schedules, and facility assignments
  • Ensures coordination of benefits are accurate and considered as part of the financial planning
  • Manages and assists designated office team members with appropriate payment and insurance processes
  • Coordinates and process payments from insurance carriers and troubleshoots any issues related to these payments.

Customer Service Lead

Atlanta Gas Light
05.2014 - 04.2017
  • Cold calling, review media and leads to identify new prospects
  • Responsible for answering incoming calls and directing the calls to their destination without delay
  • Handle customer inquiries, complaints, billing questions and order issuance/service requests
  • Make service changes, and schedule installations for meter changes
  • Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
  • Exceeded marks in all categories including communication skills, listening skills, problem resolution and politeness.

Customer Service Associate/ HR Generalist

BELLSOUTH TELECOMMUNICATION
08.1999 - 05.2014
  • Assisted customers with registration, email creation, DSL physical line signal testing, modem/filter set-up
  • Assisted customers with email, browser, and modem troubleshooting
  • Interact with other departments to resolve customer issues or provide additional services
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Provided support to the sales team ensuring all sales and service objectives were met
  • Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products
  • Worked with new customers in the development of new accounts and the implementation of new systems
  • Assisted in the development of new policies and procedures
  • Conducted screening interviews with qualified primarily exempt professional candidates from internal job posting system and from external applicants
  • Eliminated candidates who did not meet the minimum qualifications for the specific job, recorded reasons for rejection and informed candidates of results.

Education

Business Administration -

Tuskegee University

Nursing -

Morris Brown College

Skills

  • Kronos
  • CRM
  • SAP
  • Workday
  • Employee Relations Management
  • Open Enrollment Facilitation

Timeline

HR Benefits Analyst

BC Insourcing
04.2022 - Current

Customer Service Associate II

DELTA DENTAL
04.2017 - 04.2022

Customer Service Lead

Atlanta Gas Light
05.2014 - 04.2017

Customer Service Associate/ HR Generalist

BELLSOUTH TELECOMMUNICATION
08.1999 - 05.2014

Business Administration -

Tuskegee University

Nursing -

Morris Brown College

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Ieashia Henderson