Laura Seay
Redford Charter Twp,MI
Summary
Resourceful Benefits Specialist known for high productivity and efficient task completion. Possess specialized skills in benefits administration, employee education on benefit programs, and compliance with federal and state laws regarding benefits. Known for exceptional problem-solving and communication skills, with a history of improving process efficiency by at least 25%. Adaptable and resourceful, committed to delivering high-quality support in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Benefits Specialist
Alight Solutions
Dearborn, MI
08.2024 - Current
- Advised and assisted employees on benefits enrollment and eligibility, ensuring a 98% accuracy rate in plan selections, and compliance with company policies.
- Resolved complex benefits inquiries through strategic communication and research, improving employee satisfaction, and reducing escalations by 35%.
- Managed case tracking with case management technology, while collaborating with senior executives to analyze benefits patterns, and support strategic planning.
Eligibility & Enrollment Specialist
UnitedHealth Group
06.2022 - 05.2024
- Enhanced data accuracy and completeness to the 99th percentile through efficient use of electronic health records systems to manage patient information, update billing details, and track payment status, adhering to HIPAA regulations
- Spearheaded a project to revamp training materials, resulting in a 50% increase in processing productivity and reducing onboarding time by 25%
- Conducted detailed assessments for Medicare/Medicaid program eligibility by cross-referencing applicant data with criteria, resulting in a 10% reduction in processing errors
Preferred Chat Service Team Lead
Bank of America
Las Vegas, NV
06.2021 - 06.2022
- Streamlined the application process for ATM cards, direct deposits, and certificates of deposit online; achieved a 30% increase in online service adoption and significantly reduced in-branch visits
- Managed a team of 8-10 customer service representatives, providing mentorship and guidance to enhance their performance and professional development, resulting in a 40% improvement in team productivity and customer satisfaction scores
- Improved knowledge of cutting-edge web technologies and digital banking services by participating in 10+ professional workshops, resulting in a 45% increase in digital user engagement
Preferred Client Services Representative
Bank of America
Las Vegas, NV
02.2018 - 06.2021
- Enhanced customer retention by addressing inquiries with precision, listening attentively to client needs, and providing expert banking advice; boosted customer satisfaction ratings by 60% over a nine-month period
- Identified root causes of customer complaints and implemented targeted solutions, leading to an overall decrease in recurring issues, and consistently ensured over 90% satisfaction and loyalty for high value clients
- Orchestrated team coordination initiatives, fostering a culture of excellence and collaboration; revamped inquiry response processes, decreasing resolution times by 25% and boosting positive feedback by 40%, enhancing customer satisfaction
- Handled cash and credit transactions of up to $500K per shift thrice a day for 17 weeks consecutively, commended by management for accuracy and efficiency
Education
Bachelor of Arts (B.A.) - Film/TV & Media Studies
University of Michigan at Ann Arbor
Ann Arbor, MISkills
- Training and Leadership Development
- Customer Relationship Management and Employee Support
- Process Improvement and Operational Efficiency
- HR Policy Compliance and Benefits Counseling
- Employee Benefits Administration (Health, Dental, Vision, Retirement Plans, FMLA, COBRA)
- Data accuracy, reporting, and compliance (HIPAA, ERISA, ACA)
Certification
- aPHR Certification - In Progress
Timeline
Client Benefits Specialist
Alight Solutions
08.2024 - Current
Eligibility & Enrollment Specialist
UnitedHealth Group
06.2022 - 05.2024
Preferred Chat Service Team Lead
Bank of America
06.2021 - 06.2022
Preferred Client Services Representative
Bank of America
02.2018 - 06.2021
Bachelor of Arts (B.A.) - Film/TV & Media Studies
University of Michigan at Ann Arbor