Sharma Battle
Martinez,GA
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
10
10
years of professional experience
Work History
Customer Issue Resolution Specialist
Benefitfocus.com
01.2024 - Current
- Attend client calls and educate new groups on BSC processes (ie: appeals process)
- Collaborate on updating/creating internal process guides (ie: PRD, Contact Center Appeals Decision Guide)
- Conduct training for surge agents and onboarding CIRS and serve as POC for new agents
- Devise and implement processes and procedures to streamline operations.
- Identify internal pain points and recommend solutions to optimize case efficiency and resolution
Customer Success Support
Benefitfocus.com
04.2020 - Current
- Ensure that client service level agreements are met efficiently
- Serve as liaison between HR Administrators, Carriers, Internal Associates, and Employees
- Ascertain the root cause of customer concerns/issues related to enrollment
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, identifying areas of improvement, and providing case resolution
Assoc. Customer Success Support
Benefitfocus.com
08.2019 - 04.2020
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Identify and resolve barriers that may affect consumers' ability and knowledge in the completion of benefits enrollment
- Evaluate, advise, and implement best practices for workflow improvement
- Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
Benefits Administrator I – North Carolina State Health Plan Renewal Project
Benefitfocus.com
07.2019 - 09.2019
- Responsible for entering data in preparation for the annual benefits open enrollment period
- Created, coordinated, and implemented enrollment cycles for 100 various agencies for the North Carolina State Health Plan benefits renewal
- Conducted configurations testing
Benefits Administrator (Channel 2)
Benefitfocus.com
01.2017 - 08.2019
- Filter and triage all incoming emails, faxes, and voicemails for the Benefit Service Center
- Serve as initial point of contact for all team members in need of internal support
- Monitor to ensure that all service level agreements are met for clients
- Conduct Channel 2 process review syncs with Channel 2 agents
- Contribute to training transitional First Pass and Channel 2 agents
- Write and process templates for email support team.
Benefits Administrator (First Pass)
Benefitfocus.com
12.2015 - 08.2019
- Respond to assigned client emails by answering benefit questions, resetting passwords
- Upload and verify dependent documentation
- Provide navigational assistance within client’s communication portal
- Served as Benefit Service Center client chat support.
- Responsible for testing software release updates to ensure proper functionality of software update
Renewal Specialist - Customer Success Support Project
Benefitfocus.com
06.2018 - 01.2019
- Performed group renewal for benefit enrollment period
- Maintain confidentiality of records for all clientele
- Participate in Discovery or weekly group calls to provide customer consultation
- Research and resolve advanced configuration issues for vista system
- Triage cases to determine root cause and resolve issues related to customer dissatisfaction
- Collaborate with internal teams to ensure case resolution of vista software malfunction corrected.
Benefits Administrator
Benefitfocus.com
08.2014 - 12.2015
- Served as the first point of contact for consumers over the phone.
- Provided platform navigation assistance
- Educated consumers on Benefit plans, enrollment deadlines, mid year enrollment changes and documentation requirements
- Accurately documented consumer interactions in Salesforce
- Provide timeframes for issue resolution if not able to resolve during the initial interaction
- Responsible for testing software release updates to ensure proper functionality of software update
Education
Bachelor of Arts - Sociology
University of South Carolina
05.2004
Skills
- Proficient Salesforce
- Microsoft Office suite (Word, Excel, Outlook)
- JIRA
- Root Cause Analysis
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Written Communication
- Analytical Thinking
- Customer Relations
- Expert Problem Solving
- Excellent Communication
- Active Listening
- Issue Research
Timeline
Customer Issue Resolution Specialist
Benefitfocus.com
01.2024 - Current
Customer Success Support
Benefitfocus.com
04.2020 - Current
Assoc. Customer Success Support
Benefitfocus.com
08.2019 - 04.2020
Benefits Administrator I – North Carolina State Health Plan Renewal Project
Benefitfocus.com
07.2019 - 09.2019
Renewal Specialist - Customer Success Support Project
Benefitfocus.com
06.2018 - 01.2019
Benefits Administrator (Channel 2)
Benefitfocus.com
01.2017 - 08.2019
Benefits Administrator (First Pass)
Benefitfocus.com
12.2015 - 08.2019
Benefits Administrator
Benefitfocus.com
08.2014 - 12.2015
Bachelor of Arts - Sociology
University of South Carolina
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