Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible, and computer-savvy.
Overview
12
12
years of professional experience
Work History
Client Service Specialist/Ease Enrollment
Amwins Connect Insurance Services, LLC.
Charlotte, NC
03.2021 - 09.2023
Assisted customers with instructional support and product troubleshooting.
Responded to customer inquiries via phone, email, or chat support.
Fielded help desk customer questions and fulfilled requests.
Opened service tickets for clients, documenting user information and description of problem.
Assist Brokers with the creation of their online enrollment benefits portals for clients and employees
Assure open enrollment and online setup is efficient for employees
Aid Brokers and Account Managers with various questions pertaining the Ease Platform
Transfer Center Specialist
Atrium Health/Telehealth/Mobile Medicine
Charlotte, NC
11.2019 - 03.2021
Navigates complex algorithms based upon requested specialty in combination with knowledge of bed availability, proximity of the referring facility to the receiving facility, patient diagnosis and specialties and services needed to determine the most-appropriate receiving provider and facility
Obtains accepting / consulting provider, accurately documents PHI, and coordinates patient transport and bed assignment
Utilizes a Computer Technology Integrated telephone answering system for processing inbound and outgoing calls
Prioritizes the urgency of requests presenting through the phone queue and electronic transfer request queue as well as the urgency of all outstanding requests and the steps needed for completion.
Gym Manager
Olympus 365:24/7 Fitness Center
Huntersville, NC
08.2018 - 03.2019
Managing customer memberships / cancellations/managing gym operations and maintenance
Marketing and running promotions through social media platforms
Managing the Personal Trainers / following up on new leads and managing monthly payroll.
Addictions Counselor
Beaufort County Alcohol & Drug Abuse
Beaufort, SC
01.2015 - 03.2018
Case-Managed 35 clients at a time, in which scheduling and individual counseling of the clients are met as needed and documentations of their treatment history and services are made
Co-Facilitated nine hours weekly for Intensive Outpatient Groups where group setting is open with clients 14-18 clients sharing their experiences with addiction
Discussing various topics such as spirituality, brain and biological make-up, the disease models and concepts of addiction, and education are the central theme of the groups
Worked with Probate Court, Federal and State Probation, Department of Social Services, and Department of Juvenile Justice on monitoring and establishing treatment plans and goals for chemical dependent clients.
Human Resources and Personnel Administrator
The Greenery Inc.
Hilton Head Island, SC
02.2012 - 09.2014
Reviewed and evaluated cost or price proposals and accounting systems data
Terminated Contracts by examining, negotiating, and settling claims and proposals
Conducted Research and analysis to correctly apply regulations and policies
Provided expert acquisition advice to senior level officials on all contracting matters.
Education
Master of Public Administration -
Clark Atlanta University
Atlanta, GA
05.2010
Bachelor of Arts -
South Carolina State University
Orangeburg
06.2007
Skills
Issue Resolution
Data Processing
Troubleshooting and Diagnosis
Application Support
Customer Service
Technical Support
Employee Relations
Benefits Interpretation
Open Enrollment
Benefits Administration
New Employee Orientations
Special Projects
Additional Information
ASHI Certified for CPR/Basic First Aid Gap In employment from 2010-2012 I was self-employed as a Personal Trainer
City Intern for The City of Sandy Springs (GA) - 2008-2012: Interned under The Planning Dept.
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA