Shacoya Vann
Summary
Well-qualified professional with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
14
14
years of professional experience
Work History
Human Resources Services Representative
Quest Diagnostics
04.2020 - Current
- Supported efforts to optimize employee engagement, diversity and inclusion to enhance performance management and retention
- Helped employees register for benefits programs using online portals and compiled employee records from individual departments to maintain central files
- Facilitated open enrollment processes and coordinated paperwork to assist employees with benefit options
- Observed strict procedures to maintain data and plan participant confidentiality
- Coordinated benefits and process enrollments, changes and terminations for benefit plans with expertise in FMLA.
Benefits Specialist
JPMorgan Chase
08.2016 - 03.2020
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- 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
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Provided support during mergers or acquisitions by assisting in the integration of disparate benefits programs into a unified offering for all employees.
Member Service Representative
Freedom Health Plans
08.2015 - 07.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Met customer call guidelines for service levels, handle time and productivity
- Investigated and resolved customer inquiries and complaints quickly
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of healthcare benefits and services and creating welcoming, positive experiences.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Collection Specialist
T-Mobile
11.2010 - 06.2015
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Acted as a liaison between clients and internal departments, coordinating efforts to resolve billing discrepancies and expedite payment processing.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Education
High school diploma - Diploma
Hillsborough High School
08.2008
Skills
- Customer Service
- Onboarding Processes
- Benefits Administration
- Human Resources Management Systems
- Typing
- E-commerce
- Leadership
- Strategic Planning
- CRM Software
- Oracle
- Salesforce
- Codes reviewing
- Computer Networking
- Medical terminology
- Healthcare Benefits
- FMLA comprehension
- Retirement plans
- Onboarding Assistance
- Attention to Detail
- Call center experience
- Escalation Handling
- Database Management
- Calm and Professional Under Pressure
- Microsoft Office
- Data Entry
- Remote Office Availability
- Policies and Procedures Adherence
- Debt recovery expertise
- Assertiveness
- Empathy and Tactfulness
- Stress Tolerance
- Managing Delinquent Accounts
- Analytical and Critical Thinking
- Microsoft Excel
- Microsoft Outlook
- Administrative Support
- Live chat support
Timeline
Human Resources Services Representative
Quest Diagnostics
04.2020 - Current
Benefits Specialist
JPMorgan Chase
08.2016 - 03.2020
Member Service Representative
Freedom Health Plans
08.2015 - 07.2016
Collection Specialist
T-Mobile
11.2010 - 06.2015
High school diploma - Diploma
Hillsborough High School
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