Stephen Blevins
Lincoln,CA
Summary
Hardworking and self-motivated individual with excellent communication skills. Relied on decades of experience in banking and loan underwriting as a foundation for skills as an analyst at CalSTRS. Proficient with the analysis of member accounts, employer reporting, and Teachers' Retirement Law. Proficient at addressing inquiries by telephone and crafting written responses to online messages and other correspondence requests. Successful at working both independently and in collaboration with others. Participated in professional development classes, including completing both the Analyst Academy and Emerging Leadership series' at CalSTRS. Currently serve as peer mentor to new employees.
Overview
10
10
years of professional experience
Work History
Associate Governmental Program Analyst
State Of California - CalSTRS Contact Center
2014.11 - Current
- Resolve member inquiries by telephone and in writing, escalating to other business areas or supervisors as needed. Consistently and professionally resolve more than 100 calls and 50 online messages per week.
- Review and cite specific parts of Teachers' Retirement Law to accurately respond to member inquiries.
- Review employer reporting lines for accuracy and submit Work Orders to Employer Services for reporting issues that need escalation.
- Consistently meet or exceed KPI goals for call and OLM volume, quality assurance, adherence, and customer satisfaction scores.
- Participated in Contact Center's Member Assistance Guide (MAG) and Right Servicing projects, demonstrating abilities to work collaboratively and effectively in teams.
- Regularly shadow new employees as peer mentor during and after New Employee Training (NET).
- Train agents in online messaging, written correspondence, and estimates.
Pension Program Analyst
State Of California - CalSTRS Contact Center
2013.08 - 2014.10
- Resolved member inquiries by telephone and in writing.
- Completed Analyst Academy Training
- Completed online message training.
- Completed correspondence and estimates training.
- Joined the elevated call staff.
Education
Bachelor of Arts - Economics
University of California - Davis
Davis, CA06.1992
Skills
- Analytical and Critical Thinking
- Decision-Making
- Organization and Time Management
- Program knowledge
- Effective communication skills
Timeline
Associate Governmental Program Analyst
State Of California - CalSTRS Contact Center
2014.11 - Current
Pension Program Analyst
State Of California - CalSTRS Contact Center
2013.08 - 2014.10
Bachelor of Arts - Economics
University of California - Davis
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