PAULINA MANDERS

• Provided support with day-to-day operations that included employee enrollments, terminations, benefit election changes, and payroll withholding summaries.
• Onboarded and implemented products and benefits seamlessly to new employers, and their employees as their new benefits administrator.
• Oversaw employee relationship management including daily inquiries, conflict resolution, ongoing support of technical needs, and benefit processing.
• Assisted in the management of operations and group retirement plans by tracking client contributions received and allocated them in timely and accurate manner.
• Managed employee benefit programs, including medical, dental, vision, and life insurance plans, and retirement plans.
• Reviewed current operational processes and resources, recommended improvements, and documented new processes.
• Generated reports to track employee benefit costs, utilization, and participation rates.

• Gained knowledge of company policies, protocols and processes.
• Handled day-to-day customer questions via telephone or email.
• Acted with integrity, honesty and knowledge to promote the culture of the company.
• Established open and professional relationships with team members which facilitated good communication and quick conflict resolution.
• Directed and executed code of conduct procedures to better serve our customers.
• Built customer loyalty by placing follow-up calls for customers reporting concerns or complaints.
• Delivered superior customer experiences by addressing concerns and immediately resolving issues.
• Participated in business development by assisting in the creation of customer sales and service strategies.
• Clearly communicated up-to-date information on business plans and priorities to colleagues and customers.

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• Inform members about details of benefit programs including medical, dental, vision, disability, and life insurance, and retirement plans.
• Demonstrate the drive for results and competence in problem solving, logical reasoning, analysis and mathematical functions.
• Utilize business product knowledge and research to accurately analyze issues, determine appropriate action, and follow up in a timely manner.
• Collect member information on employment and life event changes and ensuring they are delivered to the correct processing queues with all necessary information.
• Collaborate with teams in different queues and regional representatives daily.
• Assist in escalations and service recovery queue work for urgent matters with members.
• Lead team trainings on benefit procedures.
• Research and analyze data to address operational challenges and customer service issues.
• Perform detailed analysis of customer data to identify trends and opportunities.
• Resolve customer service and billing complaints by refunding money and adjusting bills.

• Implemented treatment modalities to achieve positive outcomes for patients while working under direct supervision of the clinical director.
• Developed effective discharge plans for clients to help maintain positive health outcomes.
• Provided quick crisis intervention strategies to assist clients with emergencies.
• Created and reviewed training materials under the direction of learning and development team.