Seidah Rhynes
Atlanta,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Client Service Consultant
HealthEquity
Remote, GA
08.2017 - Current
- Works remotely with little to no supervision
- Administers variety of benefit programs that include medical, dental, vision, FSA plans, and HSA accounts
- Benefit Administrators first point of contact to ensure that all activity is accurate and in compliance with laws, policies, and procedures
- Perform audits to verify integrity of data in proprietary platform to match client’s data
- Collect and verify documentation of all COBRA eligible qualifying events
- Work in partnership with brokers, clients, and internal team members to settle any client/vendor issues
- Process enrollments and terminations daily for all COBRA eligible events
- Resolve issues related to enrollment and eligibility by contacting carriers via telephone or email
- Aid qualified beneficiaries with any enrollment issues
- Respond to customer concerns with friendly, knowledgeable service and resolved issues quickly to deliver prompt service.
- Cultivate long-lasting client relationships based on trust and solid understanding of business needs.
- Coordinate with operations staff to resolve service problems and boost client satisfaction.
- Introduce clients to available online resources and services to increase convenience.
Marketing Coordinator, Product Sales & Support
Comcast, Xfinity
Norcross, GA
01.2015 - 08.2017
- Reviewed and approve purchase order requests
- Evaluated competitive data, churn, voluntary and non-pay customer disconnects construction projects and customer trends to meet business marketing goals
- Streamlined reporting and process for sales and marketing budgets
- Managed monthly accruals and file system for correspondence and reports
- Approved invoices for marketing expenses
- Invoice approval for contractors (i.e., CSI, Coastline, etc.)
- Entered Sponsorship contracts into Procurement (i.e., Atlanta Braves, Atlanta Hawks etc.)
- Added vendors in Roll Stream for approval
- Maintained complete database of files, contacts and project materials.
- Sourced vendors for services such as video production and materials to complete marketing objectives.
Residential Collections Representative
Comcast, Xfinity
Norcross, GA
10.2010 - 12.2014
- Handled bankruptcy and fraud reports to determine customer eligibility
- Utilized Lexus Nexus to perform skip tracing for research purposes
- Monitored email requests daily for special requests, refunds, payments processing, fraud claims, billing disputes, misapplied payments
- Ran Deposit macros, debit credit card charge backs using Payment Tech system
- Applied credits/debits in SAX and SAG billing system
- Resolved internal/external customer escalated requests, via ER tickets, email, and phone requests
- Aided team members, supervisors, managers, and directors in internal/external customer service or collection agency issues
- Daily/Monthly Excel reports (Bad Debt, Forecast, and Payment Tracking)
Education
MBA - Human Resource Management
American Continental University
Online 08.2013 - 03.2015
Bachelor of Science - Information Technology
American Continental University
Online 03.2010 - 10.2011
Associate of Arts - Business Administration
American Continental University
Online 09.2009 - 03.2010
Skills
Account management
Complaint resolution
Professional telephone demeanor
Problem Solving
Oral/Written Communication
Cobra/FSA
Workday
Salesforce
Oracle
Microsoft Office Suites
InfoQuest
Timeline
Client Service Consultant
HealthEquity
08.2017 - Current
Marketing Coordinator, Product Sales & Support
Comcast, Xfinity
01.2015 - 08.2017
MBA - Human Resource Management
American Continental University
08.2013 - 03.2015
Residential Collections Representative
Comcast, Xfinity
10.2010 - 12.2014
Bachelor of Science - Information Technology
American Continental University
03.2010 - 10.2011
Associate of Arts - Business Administration
American Continental University
09.2009 - 03.2010