Hi, I’m
Leslie Jatta
Raleigh,NC
Summary
Dedicated benefits professional offering 20+ years centered on HW, DC and DB benefits. Knowledgeable about evaluating and resolving discrepancies and optimizing quality assurance. Focused on offering exceptional customer service to employees and external stakeholders through open and clear communication regarding company benefits and frameworks. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
years of professional experience
Work History
Conduent HR ServicesCary, NC
Benefits Consulting Services Analyst I
05.2007 - Current
Job overview
- Provide quality services/analysis for assigned clients dealing with benefits administration by maintaining a client specific working knowledge of benefit plans including HW, DC and DB offerings. Also provided quality services for other HR functions and benefit offerings depending on client needs.
- Conducted call evaluations for representatives handling benefit inquires. Identified and resolved quality issues, escalating critical problems to supervisors.
- Provide constructive feedback and coaching to benefit representatives. Provided or developed training related to expected quality standards.
- Provide training in call handling to representatives and new quality analysts.
- Provide analysis of quality data to team managers and client. Provide monthly quality reports to teams and entire quality organization outlining quality performance.
ConduentCary, NC
Senior Customer Care Specialist
05.2006 - 05.2007
Job overview
- Provide subject matter expertise to representatives handling benefit inquires. Answered questions to benefit inquires including HW, DC, DB and other benefits.
- Assisted team in making sure that benefit transactions were completed accurately.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities dealing with complex benefit issues.
- Researched resolutions dealing with benefit issues, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Provided feedback to assigned teams on how to deal with benefit issues/trends that came up on a day to day basis.
- Assisted in maintaining service level expectations in a benefit call center.
- Provided client specific training on benefits to new representatives.
- Provided customer service training to representatives.
- Developed client specific training dealing with benefits where previous training did not exist.
- Worked with clients directly in resolving customer service issues and helping implement benefit plan changes with assigned teams.
ConduentCary, NC
Benefits Specialist
10.2002 - 05.2007
Job overview
- Provided front line expertise on client specific benefits including HW, DC and DB plans. Also provided some HR assistance to specific clients.
- Completed accurate benefit transactions.
- Communicated effectively via email and phone with plan participants to resolve issues pertaining to health and welfare benefits, defined contribution and defined benefit plans.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Have a working knowledge pertaining to Federal benefit laws Including ERISA, FMLA, COBRA, HIPPA and 401k administration.
Education
University of Pittsburgh - BradfordBradford, PA
Bachelor of Arts from Human Relations
04.1992
Skills
- Verbal and Written Communication
- Benefits Interpretation
- Open Enrollment
- Basic Math
- Problem Resolution
- Computer Skills
- Microsoft Office
- Relationship Building
- Friendly, Positive Attitude
- Reliable & Trustworthy
- Active Listening
- Conflict Resolution
- Good Work Ethic
- Customer Service
- Critical Thinking
- People Skills
Timeline
Benefits Consulting Services Analyst I
Conduent HR Services
05.2007 - Current
Senior Customer Care Specialist
Conduent
05.2006 - 05.2007
Benefits Specialist
Conduent
10.2002 - 05.2007
University of Pittsburgh - Bradford
Bachelor of Arts from Human Relations
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