Summary
Overview
Work History
Education
Skills
Timeline

Jeannette Smith

Moorhead,MN

Summary

Results-oriented professional with proven track record to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

20
20
years of professional experience

Work History

COBRA/Benefits Solution Analyst (Remote Associate)

WEX INC
01.2020 - Current
  • Perform as a subject matter expert on escalated matters, operation implementations and technology updates in relation to COBRA administration
  • Performing and completing root cause problem analysis to support business improvement
  • Completing special projects and tasks as assigned
  • Conduct root cause analysis for business improvement and complete special projects as assigned
  • Spearheaded complex COBRA administration, resolving escalated issues, and implementing innovative solutions for large clients, enhancing operational efficiency
  • Analyze complex COBRA cases, implement tailored solutions for large clients, and conduct root cause analysis to drive continuous improvement in processes
  • Guide employers through COBRA benefits onboarding, offering specialized knowledge and high-level support to maintain strong client relationships and ensure compliance
  • Develop and implement innovative COBRA benefits administration solutions, address escalated issues and enhancing operational efficiency for large-scale clients
  • Partner with internal and external stakeholders to resolve complex COBRA matters, facilitate operational implementations, and execute technology updates
  • Spearhead special projects, leveraging subject matter expertise to deliver measurable improvements in COBRA administration processes and client satisfaction
  • Partner with stakeholders to resolve intricate COBRA related matters, facilitate operational implementations, and execute technology updates, ensuring seamless service delivery
  • Manage portfolio of existing clients, focusing on cross-selling and upselling products and services
  • Advocate for the client in the Client Business Review
  • Entering data into databases and spreadsheets
  • Perform audits when necessary
  • Completed month end reporting and reconciliation for client billing and review

PDC/Order Fulfillment Support Associate

DigiKey Electronics
01.2017 - 01.2020
  • Trained in multiple equipment operations and departments.
  • Streamlined order fulfillment process, resolving order concerns and inventory discrepancies to enhance operational efficiency and customer satisfaction
  • Fostered cross-departmental communication, serving as a vital link between all applicable departments. along with Thief River Falls sister facility to address product inquiries and order concerns
  • Ensured quality control by meticulously inspecting received products and implementing rigorous packaging standards for client orders and facility transfers
  • Expanded operational versatility by mastering multiple equipment types and processes, enhancing team flexibility and overall productivity
  • Optimized inventory management through precise counts and initiative-taking stock updates, minimizing shortages and enhancing product

Owner/Operator

Lil bugz childcare
01.2015 - 01.2017
  • Led state-licensed childcare facility, ensuring regulatory compliance, and maintaining comprehensive records for enrollments, safety, and daily operations
  • Work one-on-one with children 6 weeks to 5 years of age throughout the day to provide enrichment and lessons
  • Partnered with parents to develop and implement tailored programs, fostering positive behaviors and enhancing communication about children's daily activities
  • Designed engaging curriculum integrating music and art, stimulating creativity and self-expression in children aged 6 weeks to 5 years
  • Cultivated a nurturing, child-friendly atmosphere through diverse indoor/outdoor activities, promoting daily discoveries and imagination
  • Meticulously managed childcare files, including emergency contact information and incident reports, ensuring a safe and organized environment

Provider and Member Service Specialist

Blue Cross Blue Shield ND
01.2014 - 01.2015
  • Processed claims with precision, resolving complex inquiries and educating members on benefits, enhancing customer satisfaction and operational efficiency
  • Streamlined correspondence mailings, reducing processing time and improving communication with members and providers of Special Account groups
  • Reviewed claims meticulously for errors, ensuring accuracy and compliance while maintaining strict data confidentiality standards
  • Provided prompt, accurate customer service, addressing diverse member needs, and fostering positive relationships with healthcare providers
  • Developed efficient research methods to analyze and resolve complex inquiries, improving response times and customer satisfaction rates
  • Analyzed complex claims, resolving discrepancies, and educating members on benefits, enhancing customer satisfaction and operational efficiency

Customer Service Research and Resolution Specialist

MULTIBAND SUBSCRIBER SERVICES/DIRECTV
01.2014
  • Company Overview: Multiband Subscriber Services was acquisitioned by DIRECTV in February 2014, with the Fargo ND office closing operations in December 2014
  • Analyze, research and resolve all escalated inquiries requiring investigation
  • Provided expert-level troubleshooting and problem-solving, addressing complex technical issues and maintaining high customer satisfaction rates
  • Managed complex customer inquiries, resolving high-level escalations, while maintaining exceptional service standards
  • Multiband Subscriber Services was acquisitioned by DIRECTV in February 2014, with the Fargo ND office closing operations in December 2014

Corporate and Partner Support Team Lead

MUltiband subcriber services/DIRECTV
01.2011 - 01.2014
  • Led a partner support team of 14 agents located in ND and MN servicing authorized DIRECTV dealers in onboarding and support for MDU and Corporate service operations for satellite, internet, and phone services for Multi-Dwelling Units (MDU) properties nationally
  • Conducted onboarding and implementation calls for new and current authorized dealers that added business within the call center
  • Execute product knowledge and sales skills to ensure dealer and customer satisfaction
  • Conducted comprehensive market and portfolio audits, providing critical insights into strategic decision-making and business growth
  • Pioneered market and portfolio audits, identifying areas for improvement and driving strategic decision-making in property launches and projects
  • Align authorized DIRECTV dealers needs with internal solutions as needed
  • Fostered strong relationships with property owners, management companies, and internal teams, facilitating smooth operations and successful project completions
  • Partnered with MDU authorized dealers and MDU property management firms to address challenges, streamline operations, and execute successful property launches and projects
  • Streamlined service processes, enhancing communication between stakeholders, and resolving high-level escalations for improved client satisfaction
  • Coached, counseled, trained, mentored, motivated, and maintained a suitable work environment for personal growth and employee/vendor satisfaction
  • Managed remote staff activities involving operations, planning, payroll, and scheduling
  • Reviewing timesheets for accuracy
  • Calculating/Processing PTO, leave and sick time for all associates within my leadership
  • Processing direct deposit requests and wage garnishments
  • Completing adjustments in pay for raises, bonuses and commissions
  • Ensured proper processing of payroll deductions for taxes, benefits, and other deductions as applicable
  • Served as a principal communicator to senior management in all matters pertaining to department operations locally and offsite

Field Operations Team Lead

Multiband Subscriber Services
01.2007 - 01.2011
  • Led a field operations team of 21 agents located in ND and MN servicing customer installation and service work for satellite, internet, and phone services for Multi-Dwelling Units (MDU) nationally
  • Conducted onboarding and implementation calls for new authorized dealers that added business within the call center
  • Assisted in the establishment of continuous process optimization and the decrease in average handle time by 20%
  • Monitored service activities continuously and provided administrative and coordination support to over 100+ field technicians daily, enhancing communication and service delivery
  • Coordinated work orders effectively, filling potential downtime and improving operational efficiency
  • Collaborated with multiple divisions, ensuring smooth service operations across all departments
  • Performed data entry and reporting, reflecting proactive involvement in continuous service improvement
  • Led and participated in cross-department projects, contributing to a comprehensive understanding of service operations
  • Served as a principal communicator to senior management in all matters pertaining to department operations

Customer Service Specialist in Sales, Service and Technical Support

Multiband Subscriber Services
01.2005 - 01.2007
  • Execute sales and closing techniques to increase sales closure ratios
  • Managed complex customer inquiries, driving satisfaction through expert problem-solving and efficient resolution of service, sales, and technical issues
  • Perform level 3 troubleshooting and problem solving
  • Assist with payment processing

Education

AAS - Paralegal Studies

Minnesota State Community & Technical College, Moorhead Minnesota

Reas Estate Studies - Real Estate Studies

COOKE Real Estate College, St. Petersburg, Florida

Skills

  • Team Leadership
  • Strong Interpersonal Communication
  • Professional Writing Skills
  • Analytical Problem Solving
  • Operational Equipment Management
  • Inventory Management
  • MDU Operations
  • Vendor Relationship Management
  • Data Gathering
  • Data Integrity Management
  • Cross-Functional Collaboration
  • Data Transformation
  • Benefits Plan Coordination
  • COBRA Compliance Management
  • Financial Accounting
  • Comprehensive Project Planning
  • Implementation of Business Initiatives
  • Stakeholder Relationship Management
  • Quality Control Expertise
  • Strategic Evaluation Planning
  • SOX Regulatory Adherence
  • Credit Analysis
  • Performance Analytics
  • Workflow Optimization
  • Customer Relationship Management
  • Information Technology Operations
  • Employee Onboarding Coordination
  • Technical Documentation
  • Data Reporting
  • Analytical Problem Solving
  • Product Development Management
  • Risk Management
  • Client Relationship Management
  • Retention Program Management
  • Team Collaboration Across Functions
  • Workforce Optimization
  • Field Service Management
  • Skilled in Microsoft Word Usage
  • Advanced Excel Skills
  • Advanced PowerPoint Proficiency
  • Experienced in Microsoft QuickBooks Management
  • Email Management
  • Experience with Microsoft Teams
  • Data Visualization Expertise
  • SharePoint Site Management
  • OnBase System Utilization
  • Meticulous Quality Control
  • Cisco Desktop Management
  • Business Support Services
  • SharePoint Solutions Development
  • Knowledge Management Development
  • Experience with ADP
  • Experience with Workday
  • CRM Software Proficiency
  • HRIS Management
  • Payroll Management
  • Accounts Receivable Processing
  • Compliance Auditing
  • Account Reconciliation Expertise
  • Invoice Reconciliation Expertise
  • Receivables Management
  • Prioritization and Time Management
  • Candidate Sourcing
  • Employee Onboarding
  • Project Implementation
  • Sales Strategy Development
  • Administrative Support
  • HIPAA Compliance Expertise
  • Remote Workspace Management
  • Virtual Collaboration Experience
  • Application Testing Expertise
  • Innovative Research Skills
  • Analytical Problem Solving
  • Financial Data Analysis
  • Mobile Data Management
  • Document preparation
  • Conflict resolution skills
  • De-escalation techniques

Timeline

COBRA/Benefits Solution Analyst (Remote Associate) - WEX INC
01.2020 - Current
PDC/Order Fulfillment Support Associate - DigiKey Electronics
01.2017 - 01.2020
Owner/Operator - Lil bugz childcare
01.2015 - 01.2017
Provider and Member Service Specialist - Blue Cross Blue Shield ND
01.2014 - 01.2015
Customer Service Research and Resolution Specialist - MULTIBAND SUBSCRIBER SERVICES/DIRECTV
01.2014
Corporate and Partner Support Team Lead - MUltiband subcriber services/DIRECTV
01.2011 - 01.2014
Field Operations Team Lead - Multiband Subscriber Services
01.2007 - 01.2011
Customer Service Specialist in Sales, Service and Technical Support - Multiband Subscriber Services
01.2005 - 01.2007
Minnesota State Community & Technical College - AAS, Paralegal Studies
COOKE Real Estate College - Reas Estate Studies, Real Estate Studies

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Jeannette Smith