Lohn States
Brockton
Summary
Dynamic professional with extensive experience at Mercer Services, excelling in training and development while driving continuous improvements. Proven analytical abilities and strong problem-solving skills led to enhanced customer satisfaction and operational efficiency. Adept at motivating teams and ensuring quality assurance controls, fostering a culture of excellence in customer communications.
Overview
15
15
years of professional experience
Work History
Member Advocate
Healthcare Financial
Quincy
02.2024 - Current
- Guiding applicants through the application process for SSDI or SSI, ensuring that they meet eligibility criteria.
- Educate applicants on the income and asset guidelines of the Social Security Administration.
- Ensuring accurate and complete submissions of applications to avoid delays or denials.
- Follow up with applicants by phone calls and emails.
- Reach out to different Social Security offices to check on applicants' claim status.
Sr. Customer Care Rep
Transamerica
Canton
03.2021 - 02.2024
- Handled a high volume of inbound calls from Participants inquiring about their retirement plans.
- Sent out statements, forms, and plan-related documents to participants
- Helped participants enroll in their retirement plans
- Explained the IRS rules and regulations regarding 401ks
- Helped participants understand how their accounts are performing and understand their investment options
- Process loans, withdrawals, and rollovers of retirement accounts
- Assist with generating leads for the company to maintain participants and increase revenue.
- Helped resolve issues and try to de-escalate situations.
- Mentored new hires on call handling and company procedures.
- Helped Participants with website-related issues, such as creating accounts, unlocking accounts, and resetting passwords
Team Leader
Mercer Services
Norwood
12.2018 - 03.2021
- Motivate and mentor team members to work to build customer satisfaction while remaining compliant to business procedures.
- Delegate daily tasks to team members to optimize group productivity.
- Foster positive employee relationships through effective communication, training and development coaching.
- Manage daily support chats for remote and in-office colleagues, providing Benefit Counselors guidance, assisting with analyzing situations and empowering Counselors to provide first call resolution.
- Mentor Benefit Counselors on systems and procedures while providing supportive constructive feedback to increase understanding of job duties.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Maintain dedicated client Participant and Escalation Logs to drive customer escalations to resolution by engaging directly with service delivery partners and clients.
- Provide advice and front-line expertise to internal project teams in order to improve team, service and procedural standards.
- Assist in designing and facilitating training presentations to improve overall contact center performance.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Led team of [Number] members while providing exceptional customer service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Implemented new working processes to deliver multiple improvements.
- Maximized efficiency by removing safety hazards and debris from work areas.
- Participated in cross-functional team-building activities.
- Cross-trained and provided back up for customer service managers.
- Molded team and embraced change to adapt within dynamic market.
- Initiated timely response to emails, voicemails and written correspondence.
- Assisted with new hire processing and existing training programs.
- Coordinated weekly meetings for internal and external groups.
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Monitored operating machinery to assess progress, adjust settings and maintain desired tension and speeds.
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Optimized customer support by establishing collaborative service environment.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.
- Identified stock imperfections, assigned grades and noted production concerns based on regular inspections.
Benefit Counselor/Senior Resolution Specialist
Mercer Services
Norwood
09.2016 - 12.2018
- Coached and mentored new Benefit Counselors to drive overall team success.
- Created tickets, researched and followed up with departments and provided solutions to complex questions.
- Maintained dedicated client Participant and Escalation Logs.
- Partnered with Service Delivery teams on project work, issue resolution and customer contacts.
- Educated customers on how to navigate company systems and work within established frameworks to manage life changes and their impact on benefit offerings.
- Verified Payroll deductions, refunds and vacation hours to ensure accuracy and awareness for customers.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Explained key information regarding eligibility and benefit offerings to customers to encourage informed decision-making through consultative support.
- Documented conversations with customers to track requests, problems and solutions.
Participant Services Representative - Pensions/401K Specialist
Mercer Services
Norwood
04.2013 - 07.2015
- Consulted with customers regarding retirement benefit needs, addressing pension and 401k concerns.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Kept detailed records of customer accounts, including actions taken, issues resolved and demographic information.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Answered incoming calls and offered highest level of professionalism and knowledgeable service to every customer.
- Maintained up to date knowledge of IRS rules and regulations to ensure ability to appropriately educate and consult with customers.
Hotel Front Desk Agent
Extended Stay Hotels
Norton
03.2011 - 04.2013
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Managed customer complaints and rectified issues to complete satisfaction.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
Education
Associate of Science - Business Administration
Massasoit Community College
Brockton, MABachelor of Science - Business Management
Springfield College
Springfield, MASkills
- Quality assurance controls
- Continuous improvements
- Training and Development
- Analytical abilities
- Employee motivation and coaching
- Behavior standards
- Strong problem solver
- Customer communications
Timeline
Member Advocate
Healthcare Financial
02.2024 - Current
Sr. Customer Care Rep
Transamerica
03.2021 - 02.2024
Team Leader
Mercer Services
12.2018 - 03.2021
Benefit Counselor/Senior Resolution Specialist
Mercer Services
09.2016 - 12.2018
Participant Services Representative - Pensions/401K Specialist
Mercer Services
04.2013 - 07.2015
Hotel Front Desk Agent
Extended Stay Hotels
03.2011 - 04.2013
Associate of Science - Business Administration
Massasoit Community College
Bachelor of Science - Business Management
Springfield College
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