SHONDA SEMIEN
Houston,TX
Summary
Results-driven leader with over 10 years of experience in customer service management and administrative support. Proven track record in enhancing team performance and achieving ambitious targets. Strong commitment to fostering a collaborative work environment that empowers employees. Recognized for adaptability, strong work ethic, and exceptional interpersonal skills.
Overview
20
20
years of professional experience
Work History
Employee Benefits & Leave Lead
Metlife
07.2022 - Current
- Oversees the end-to-end claims process for disability and/or leave of absence products. Ensures claims are processed accurately within regulatory and company guidelines.
- Managed team focused on exceeding established performance targets.
- Compiled and submitted daily, weekly, and monthly reports to management.
- Participated in special claims initiatives to support performance improvement efforts.
- Utilized advanced technical skills to troubleshoot complex problems and implement effective solutions.
Supervisor, Benefits & Leave
WageWorks, Inc
Tempe, AZ
08.2015 - 06.2021
- Facilitated enrollment and administration of benefits programs, including health and retirement plans via phone, tickets, email, and chat.
- Conducted benefits communications to enhance understanding of programs among leaders and employees.
- Responded to employee inquiries, providing guidance on plan options, eligibility, enrollment, and claims.
- Coordinated planning and execution of annual open enrollment, managing communications, system updates, and vendor relationships.
- Maintained accurate records to ensure integrity of benefit data across systems and platforms.
- Managed performance of direct reports by collaborating with HR on coaching and improvement plans.
- Provided member feedback to other departments to enhance WageWorks solutions.
- Hosted recurring team meetings to discuss updates, process changes, SLAs/KPIs, quality assurance, and trends.
Team Lead
Kelsey-Seybold Clinic
Houston, TX
09.2012 - 01.2015
- Communicated with patients to help them resolve any issues with their healthcare accounts.
- Resolving issues, setting payment expectations, arranging payments and requesting information from patients.
- Reviewing explanation of benefits from insurance companies to explain the charges to patients.
- Handled escalated calls as well as assisted with training if new and existing representatives.
- Researched accounts to locate payments from patients
- Processing payments: Handling payments from patients and billing with insurance companies.
- Answering questions: Addressing questions from patients and their families about the hospital’s process. Insurance, and billing.
Technical Support Supervisor
Verizon Wireless
Houston, TX
11.2005 - 08.2012
- Trained and supervised 12+ customer service and technical support representatives to enhance performance.
- Set team priorities to meet performance goals, including Quality, Adherence, Service Level, and AHT.
- Performed tasks to ensure compliance with service level requirements and adherence goals.
- Completed employee performance appraisals to evaluate team contributions.
- Coordinated daily activities of business support, technical, or production teams for optimal efficiency.
- Guided direct reports through training and development to elevate customer satisfaction.
- Provided coaching and feedback, including formal corrective actions when necessary.
- Conducted audits to verify proper escalation of tickets.
Education
Bachelor's Degree - Business Management
National Paralegal College
Houston, TX06.2020
Skills
- Kronos
- ADP
- Workday
- Microsoft Office
- CRM
- Salesforce
- Zendesk
- JIRA
- Qfinity
- Verint
- Epic
- Talkdesk
- Iris
- Viper
- Oracle
- EMOS
- Benefits administration
- SaaS Cloud-based solutions suite
Timeline
Employee Benefits & Leave Lead
Metlife
07.2022 - Current
Supervisor, Benefits & Leave
WageWorks, Inc
08.2015 - 06.2021
Team Lead
Kelsey-Seybold Clinic
09.2012 - 01.2015
Technical Support Supervisor
Verizon Wireless
11.2005 - 08.2012
Bachelor's Degree - Business Management
National Paralegal College
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