La Donna Tillman-Johnson

· Handling high volume of inbound calls from clients employees to answer questions, provide education, and solve complex HR and financial issues related to one or more of the following: health care benefits, Medicare benefits, 401k savings and retirement plans, leaves of absence, payroll, etc.
· On floor Supervisor
· Became a mentor to CCR I & CCR II representatives
· Making outbound calls to follow up on tickets or confirm/reschedule participant's appointments.
· Processing transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections. This may include additional research and ongoing casework.
· Creating and updating files in database and communicating with third parties to research and assist customers with updates or inquiries.
· Accurately documenting all conversations and actions taken on each interaction.
· Manage projects to ensure timely completion of deliverables, achievement of objectives, and meeting contractual performance standards.

· Followed up with customers about resolved issues to maintain high standards of customer service.
· Trained new employees on best practices and customer care
o procedures to eliminate inefficiencies.
· Investigated and resolved customer inquiries and complaints quickly.
· Identified errors in employee's records that negatively impacted employee benefits and collaborated with benefits team to correct them.
· Assisted Managers with reviewing background and drug results for potential new hires.
· Assisted HR Managers on recruiting, onboarding new employees, transfers, and termination process.

· Respond to employee inquires through phone and webchat.
· Referred unresolved customer grievances to designated departments for further investigation.
· Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
· Sought ways to improve processes and services provided