Overview
Work History
Summary
Skills
Education
Accomplishments
Timeline
Generic

Nikisha Jefferson

Shreveport,LA

Overview

11
11
years of professional experience

Work History

CSR II

Wex
07.2022 - 06.2024
  • Enhanced understanding of benefit offerings with effective communication materials and presentations.
  • Implemented open enrollment system to streamline benefits processes for employees.
  • Streamlined benefits administration processes for improved efficiency and reduced errors.
  • Coordinated and conducted employee orientations to promote understanding of coverage and options.
  • Managed COBRA compliance, ensuring timely notifications and accurate administration for former employees.
  • Streamlined communication with benefits providers, maintaining strong relationships and staying abreast of changes.
  • Assisted in transition to new benefits platform, minimizing disruptions for employees.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.

Technical Support Call Center Representative

Teleperformance USA
01.2021 - 06.2022
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Documented support interactions for future reference.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed 25-50 customer calls daily.

Poker Room Supervisor

Eldorado Casino
06.2016 - 09.2020
  • Supervised 12 employees, including scheduling, training and performance monitoring.
  • Eliminated customer service issues by quickly resolving disputes and correcting problems.
  • Minimized losses by setting and enforcing bank levels and table limits by game type.
  • Efficiently managed accurate money transfers and protected transactions with standardized procedures.
  • Watched gamblers on floor to isolate cheaters by identifying behaviors such as counting or marking cards.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Reviewed and resolved differences between accounting information and cash drawer.
  • Counted cash in register drawer at beginning and end of shift.
  • Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance.

Customer Service Associate

Belks
12.2015 - 05.2016
  • Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.
  • Stocked shelves to match planogram images and instructions.
  • Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Maintained excellent attendance record, consistently arriving to work on time.

Customer Service Representative

ACE Cash Express
01.2013 - 11.2015
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Reviewed and resolved differences between accounting information and cash drawer.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
  • Reviewed and edited loan agreements to promote efficiency and accuracy.
  • Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.

Summary

Benefits professional prepared to enhance organizational benefits programs with focus on precision and efficiency. Background includes optimizing benefits plans and ensuring regulatory compliance, while fostering positive employee interactions. Known for collaborative spirit and adaptability in dynamic environments, bringing skills in benefits analysis and communication.

Skills

Healthcare benefits

HIPAA compliance

HRIS systems

Employee relations

Benefits administration

Life insurance

COBRA administration

Wellness programs

Employee assistance programs

Flexible spending accounts

Open enrollment

Voluntary benefits

Benefits communication

New employee enrollment

Benefits explanation

Documentation and reporting

Multitasking Abilities

Education

High School Diploma -

Woodlawn Leadership Academy
Shreveport, LA
05.2001

Accomplishments

  • Recipient of individual and departmental awards for providing stellar client service.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Supervised team of 12 staff members.

Timeline

CSR II

Wex
07.2022 - 06.2024

Technical Support Call Center Representative

Teleperformance USA
01.2021 - 06.2022

Poker Room Supervisor

Eldorado Casino
06.2016 - 09.2020

Customer Service Associate

Belks
12.2015 - 05.2016

Customer Service Representative

ACE Cash Express
01.2013 - 11.2015

High School Diploma -

Woodlawn Leadership Academy

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Nikisha Jefferson