Jennifer McCartha
St.Marys,Georgia
Summary
Results-oriented professional in areas of associate benefits, leading call center agents in a challenging remote environment. Management of projects on each agent, analyzing issues to identify troubleshooting methods for quick remediation so they may be able to achieve the corporate vision and building exceptional value for clients.
Overview
9
9
years of professional experience
Work History
Coordinator and Team Lead
Walmart Corporate Office
11.2021 - Current
- Lead, Manage and mentor the customer care team, fostering a culture of excellence, empathy, and high-touch customer service
- Assisted in the development of performance management systems including goal setting, performance reviews, corrective action plans and disciplinary procedures.
- Compiled reports to provide management with accurate information and comply with policies and procedures.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
Specialist II Call center agent
Walmart Corporate Office
11.2021 - 01.2022
- Administered employee benefits programs such as medical, dental, vision, disability, and group term life insurance.
- Provided customer service support to answer questions regarding benefit plan coverage and eligibility criteria.
- Collaborated with vendors on the implementation of new benefits programs or enhancements to existing ones.
- Coordinated annual open enrollment process by providing detailed information on plan options for employees.
Background Investigator/Remote
05.2018 - 06.2019
- Conducted in-depth interviews with subjects, witnesses, and other individuals to obtain information regarding case backgrounds.
- Reviewed investigative documents including police reports, court records, and other related materials.
- Organized and maintained detailed case files for all investigations conducted.
- Utilized public databases to locate persons of interest or obtain additional background information on cases.
Domestic Violence Advocate/ Case Management
Camden House
St.Marys, Georgia
08.2015 - 09.2016
- Provide advocacy and support of relationship violence, stalking, and sexual assault or abuse and their children
- Developed rapport and relationship of trust.
Education
Bachelor of Science - Psychology
St. Marys College
05.1997
Skills
- Data Analysis & Management
- Client Relationship Management
- Best Practice & Compliance Monitoring
- Risk Management
- Trouble-shooting Metrics
- Corporate Policies & Standards
- Ensure Security policies
- Security Documentation and Monitoring
- Computer System Maintenance
- Resource Management
- Technology Integration
- Stakeholder Management
Accomplishments
- Supervised agents to ensure compliance in timely, appropriate call center/or chat text response
- Provide quality assurance oversight, close monitoring and coaching of call center agents
- Worked closely with management team to manage maintain a highly productive and positive work environment
- Consistently augmented skills and expertise through training in areas of Benefits, leadership, and customer service
Timeline
Coordinator and Team Lead
Walmart Corporate Office
11.2021 - Current
Specialist II Call center agent
Walmart Corporate Office
11.2021 - 01.2022
Background Investigator/Remote
05.2018 - 06.2019
Domestic Violence Advocate/ Case Management
Camden House
08.2015 - 09.2016
Bachelor of Science - Psychology
St. Marys College
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