SEDETRA L. RICHARDSON
Birmingham, AL 35208-2501
Summary
Accomplished Benefits and Eligibility Manager at Florida Blue, adept in HRIS management and team leadership. Spearheaded benefit audits, enhancing operational efficiency by 20%. Proven track record in customer relationship management and effective communication, driving performance oversight and process improvement. Recognized for strategic problem-solving and quality assurance in high-pressure environments.
Overview
25
25
years of professional experience
Work History
Benefits and Eligibility Manager
Florida Blue
Jacksonville
09.2021 - 08.2025
- Administered and maintained benefit programs including medical, dental, vision, life insurance, disability, and voluntary benefits.
- Led a team of 21 specialists, providing technical support, training, and performance oversight.
- Collaborated with HRIS and IT teams to troubleshoot system issues, conduct audits, and support upgrades and patches.
- Managed weekly business processes and ensured accurate vendor file feeds through HRIS platforms.
- Coordinated open enrollment activities including system testing, employee communications, and configuration updates.
- Conducted benefit audits to verify eligibility, contract assignments, and enrollment accuracy.
- Utilized tools such as Image Now and other HR applications to streamline documentation and workflow.
Call Center Manager
Asurion
Nashville
02.2017 - 02.2020
- Supervised a high-performing team of 80 representatives, managing over 2 million customer interactions annually.
- Delivered coaching and performance feedback to drive individual and team success.
- Conducted quality assurance reviews to ensure compliance with service standards and improve customer satisfaction.
- Facilitated clear and effective communication across internal departments and with external customers.
- Consistently met or exceeded team performance metrics including call resolution, satisfaction scores, and service levels.
- Maintained up-to-date knowledge of company products, services, and policies to support accurate and efficient issue resolution.
- Led service recovery efforts, resolving escalated concerns with empathy and professionalism.
Call Center Manager
Wells Fargo
Birmingham
05.2015 - 07.2017
- Managed daily operations of call center team to ensure effective service delivery.
- Supported staff training and development initiatives to enhance team performance.
- Monitored call metrics and quality assurance processes for continuous improvement.
- Assisted in scheduling shifts and managing workforce allocation for coverage needs.
- Facilitated communication between departments to resolve customer issues efficiently.
- Analyzed customer feedback data to identify trends and improve service strategies.
- Implemented standard operating procedures for consistent customer interactions.
Call Center Manager
Blue Cross and Blue Shield of Alabama
Birmingham
10.2000 - 05.2013
- Supervised a team of over 100 call center associates, ensuring consistent performance and service delivery.
- Applied strategic problem-solving techniques to address and resolve both internal and external customer concerns.
- Maintained expert-level knowledge of company products and services to support accurate and efficient issue resolution.
- Partnered with cross-functional departments to streamline workflows and enhance the overall customer experience.
- Analyzed key performance indicators to coach representatives and improve individual and team metrics.
- Monitored industry developments to provide actionable recommendations for operational improvements.
- Led recruitment, onboarding, and performance evaluations to build a high-performing and customer-focused team.
Education
MBA - Business Administration/Project Management
Ashford University
San Diego, CA01-2011
Skills
- Benefits administration
- HRIS management
- Team leadership
- Performance oversight
- Benefit audits
- Customer relationship management
- Quality assurance
- Workforce allocation
- Operational efficiency
- Process improvement
- Problem solving
- Effective communication
Timeline
Benefits and Eligibility Manager
Florida Blue
09.2021 - 08.2025
Call Center Manager
Asurion
02.2017 - 02.2020
Call Center Manager
Wells Fargo
05.2015 - 07.2017
Call Center Manager
Blue Cross and Blue Shield of Alabama
10.2000 - 05.2013
MBA - Business Administration/Project Management
Ashford University
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