Sher’Ron Taylor
Walnut Creek,CA
Summary
Results-driven benefits analyst professional with over 30 years of experience in creating customer-centered solutions. Seeking an opportunity to advance career in leadership, training and supervisory roles with the University of California, where there is room for growth both professionally and personally. Actively seeking positions that offers professional challenges and allows space to utilize exceptional interpersonal, time management, and analytical problem-solving skills. Collaborative individual with expertise in providing exemplary benefits support and excellent at multitasking. Well-versed in UCRP policies, state and federal regulations. Collaborative individual with expertise in providing exemplary service regarding benefits support and case management. Multitasking Benefits Specialist knowledgeable in UCRP policy, and state and federal regulations.
Overview
10
10
years of professional experience
Work History
Benefit Analyst II - Survivor Unit
University of California, Office of the President- RASC
02.2022 - Current
- Preserve quality of service by following established policies and procedures
- Expert level analytical, organizational, time management and problem-solving abilities
- Proven success in accurately and proficiently processing Survivor and Beneficiary applications under tight timelines and competing responsibilities
- Strong competence in efficiently managing large volume of survivor and beneficiary benefit applications while providing timely updates internally and externally
- Progressive, innovative change agent with sharpened ability to identify workflow concerns and clearly articulate recommendations for improvement and expansion of system processes
- Provide on-going training and mentorship to newly implemented Survivor Intake Unit and Backlog Unit on Survivor processes, policies and procedures
- Provide Quality Assurance reviews and application approvals for current Survivor Benefit Analyst
- Ability to genuinely connect with, guide and inspire colleagues and leaders with emphasis on modeling operational excellence
- Demonstrated ability to collaborate with robust personalities and UCOP colleagues to build and maintain rapport with RASC Management and Stakeholders.
Customer Service Representative I
University of California, Office of the President- RASC
10.2020 - 01.2022
- Prepare correspondence of complex nature involving application of retirement/health and welfare law and University of California processes and procedures for members
- Provides information to members on university policies and procedures and UC retirement / health and welfare plans and provisions
- Review members’ accounts, verify previous reviews and resolve discrepancies to assure compliance with retirement / health and welfare laws and regulations
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the University alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Sale and Service Coordinator and Dispatch Lead
Service Experts Heating and Air Conditioning
03.2020 - 10.2020
- Efficiently and effectively plan and route technicians to service and sales calls based on customer needs, geographical location and technician skillset
- Promptly dispatch/page service calls to technicians and respond to technicians’ request via radio and telephone
- Communicate with customer to schedule and confirm service, warranty, maintenance and sales calls
- Tactfully conduct post visit customer satisfaction surveys via phone and email to ensure satisfaction and repeat business for company
- Review daily sales report for errors and omissions- correct, complete and distribute daily sales reports to Areas Sales Managers
- Created and ran marketing campaigns to increase sales and attract new maintenance contract customers.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
Call Center Supervisor, Escalated Claims Adjuster, Sales Service Authorization Agent
Old Republic Home Protection
02.2014 - 03.2020
- Supervise direct reports of up to sixteen Authorization Agents/Claims Adjusters
- Monitored direct reports calls and provide feedback during coaching sessions
- Formulate and implement strategic and effective customer service strategies
- Set adherence and metric goals for each agent weekly based on one-on-one coaching sessions
- Evaluated customer survey responses and prepare process improvement recommendations
- Monitored and evaluate CSR performance to assure quality service, professionalism and identify actions that can improve call quality and customer satisfaction
- Exemplary client centered skills of managing to de-escalate calls, complaints or grievances expressed on social media platforms such as Facebook and Twitter
- Development of authentic relationships with Agents, Policy Holders, Title offices and Service Providers to find common ground solutions to expressed complaints and concerns.
- Contributed to the development of training materials for new Authorization Agents, ensuring accuracy and consistency.
- Effectively managed high volume caseloads, prioritizing tasks based on urgency and complexity of each case.
Education
Real Estate Certification - Real Estate Development
City College of San Francisco
San Francisco 01.2016
Associate of Applied Science (A.A.S) Business Administration w/ minor in Accounting - Business Administration And Management
Heald College of Concord
Concord, CA01.2010
Skills
- Benefits Administration
- Extensive UCRP policies and procedures knowledge
- Excellent written and oral communication
- Self Motivated
- Relationship Building and Problem Solving Aptitude
- Benefits Explanation and Policy Interpretation
- Documentation, Reporting and Analytical Skills
- Special Projects
- Highly skilled in Microsoft Office, Outlook and Redwood
- Teamwork and Collaboration
- Multitasking and problem solving abilities with superior attention to detail
Highlight of Qualifications
- Proficient in Microsoft Office including Outlook, Word and Excel
- Skilled at handling competing priorities with concentrated attention to detail
- Demonstrated sound judgment at using multiple resources and mechanisms to resolve benefit cases of varying complexities
- Exhibited extensive knowledge of UCRP policies, procedures, regulations and CA Probate Code
- Consistent display of customer centered, people first attitude
- Experienced at training, educating and mentoring colleagues and leadership in UCRP policies and procedures to maintain departmental compliance and further staff advancement
- Identify and skillfully articulate challenges to leadership in positive, tactful and solution-oriented manner
- Computer Skills: Typing 60 wpm, MS Office Suite 2010, Access, QuickBooks Pro, Word Processing, Outlook, Photoshop, Publisher
Timeline
Benefit Analyst II - Survivor Unit
University of California, Office of the President- RASC
02.2022 - Current
Customer Service Representative I
University of California, Office of the President- RASC
10.2020 - 01.2022
Sale and Service Coordinator and Dispatch Lead
Service Experts Heating and Air Conditioning
03.2020 - 10.2020
Call Center Supervisor, Escalated Claims Adjuster, Sales Service Authorization Agent
Old Republic Home Protection
02.2014 - 03.2020
Real Estate Certification - Real Estate Development
City College of San Francisco
Associate of Applied Science (A.A.S) Business Administration w/ minor in Accounting - Business Administration And Management
Heald College of Concord
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