Jasmine A. Heard
Atlanta,GA
Summary
Operations Research Analyst with advanced mathematical and analytical skills along with a track record of identifying complex issues, collecting information, and developing practical solutions to problems. Self-motivated with desire to advance professionally as evidenced by being promoted within John Hancock based on the following reasons: Subject Matter expert in Life Insurance Claim handling, Annuity Benefit and Flexible Spending Administration, including FSA/ HSA, COBRA and Data Integration. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Extensively familiar with updated standards governing information management. Expertly applies knowledge to optimize quality control, data entry and retention.
Overview
14
14
years of professional experience
Work History
Operations Analyst
John Hancock Life Financial
02.2019 - Current
- Research, analyze and administer Annuity work items, such as Retirement applications, Benefit Election forms and Death Certifications
- Create CRM tickets used to initiate follow-up initiatives to ensure processes are followed to from start to finish
- Maintain a 97% or higher QA score while always protecting the PHI and PII for clients and participants/ recipients alike
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards
- Support supervisor and associated team members to maintain system functionality.
- Manage operational databases to store and track data and maintain accurate information.
Client Service Consultant
ADP
05.2013 - 08.2016
- Effectively handled 45-60 incoming telephone calls, faxes, and emails from Clients while providing excellent Customer Service skills
- Provided clients with up-to-date resolutions on escalated matters ensuring to follow-up until the matter was resolved completely.
- Assisted in the development of customized solutions for specific client challenges, resulting in increased satisfaction levels.
- Coordinated onsite visits for clients as needed to strengthen partnerships and gather valuable feedback on their experiences working with our organization.
- Developed and deepened client relationships to increase loyalty and brand engagement.
- Played an instrumental role in orchestrating complex projects that required close collaboration between various departments across the company.
HR Research Associate/Contact Center Associate
Home Depot HRSC
01.2011 - 05.2013
- Managed the administration, including creating accounts and making updates, into the FMLA Administration Database for 40-50 active employees weekly
- Daily organized and administered over 100 Associate Requests, in order of urgency
- Processed Leaves of Absence applications and maintained communication with employees and Managers, specifically regarding all FMLA compliance regulations by state/region
- Analyzed employee situations to effectively ensure accurate communication is supplied while enforcing the most up-to-date Standard Operating Procedures at Home Depot
- Exceeded Quality Assurance expectations while on the phones as a HR Contact Center Associate and in productivity as a Research Associate
- Collaborated with multidisciplinary teams to drive project success and achieve objectives.
- Implemented standardized documentation practices across the team to enable easier collaboration between researchers.
Education
High School Diploma -
Henry Grady High School
Atlanta, GA06.1998
Skills
- Reporting skills
- Operational Efficiency
- Reporting abilities
- Workflow Optimization
- Data Analysis
- Attention to Detail
- Data Entry
- Empathy Display
- Complaint resolution
References
References furnished upon request
Timeline
Operations Analyst
John Hancock Life Financial
02.2019 - Current
Client Service Consultant
ADP
05.2013 - 08.2016
HR Research Associate/Contact Center Associate
Home Depot HRSC
01.2011 - 05.2013
High School Diploma -
Henry Grady High School