STEPHEN HATCHER

• Providing guidance, direction, and support to assist members to navigate their benefit plans
• Professionally answer incoming calls and respond to client inquiries
• Connect with customers by phone and quickly develop a rapport to help individuals to navigate their benefit choices and options
• Provides guidance to members on open enrollment issues and benefit options
• This includes compare and contrast benefits during Open Enrollment and Special Enrollment periods.
• Applied effective time management techniques to meet tight deadlines.
• Worked effectively in fast-paced environments.

Managed 23 accounts for major retailer's facilities needs

• Duties included working closely with contractors and client, Resolved payment issues, confirming service completion, tracking and attempting to resolve service issues, submitting debit/credit memos, on-boarded new contractors and terminations.
• Negotiated contracts with vendors, securing cost-effective services that met clients'' expectations.
• Escalated issues to appropriate channels as necessary.
• Organized regular status meetings with clients to review project progress, address concerns, and align on future objectives.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Maintained detailed records of account activities, ensuring accurate invoicing and budget tracking processes were in place.

• Responsibilities include computer repair, break/fix,
• Installed Norton Antivirus software and performed memory upgrades in desktops
• Used Spy Bot, and Adware utilities to remove spyware, etc.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.
• Installed 3rd party software

• Monitoring phone calls, Adjusted compliance reports using Ework Force, scheduled days off, maintained call center organizational chart, Communicated with supervisors about employee progress and other issues
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Managed overtime, shift swaps, breaks and PTO requests for over 100 employees
• Maintained accurate records of headcount changes over time, providing valuable trend data for future planning purposes.
• Creating team meeting schedules.
• Generated and analyzed reports to monitor employee engagement and attrition trends.
• Collaborated cross-functionally to identify staffing needs, ensuring optimal resource allocation across departments.

• Handled escalated claims issues, customer service, verified and submitted team payroll for 10 -15 employees, Held monthly team meetings to address customer service issues,
• Conducted performance evaluations and mediating
• Authorizing reimbursements
• Conducted preliminary hiring interviews and exit interviews
• Claims processing
• Monitored phone calls for quality

• Team leader; trained new claims representatives
• Reimbursement processing
• Notified and trained representatives on quality issues and helped lower talk time
• Assisted supervisors in daily duties such as payroll, attendance and mediating
• Claims processing
• Record keeping and filing.
• Actively contributed to continuous improvement initiatives within the organization aimed at refining claims handling procedures and customer service standards.
• Mentored new hires on company policies and procedures, fostering a productive work environment within the team.

• Placed supply orders, restocked supplies and merchandised products for purchase by customers.
• Managed man hours
• Placed and changed ads
• Customer service
• Delegated tasks and gave direction to team of 6 other employees within dairy department.
• Maintained an organized and visually appealing dairy section, attracting customers and promoting sales growth.
• Checked department signage and confirmed proper pricing, making sure sale items accurate.
• Analyzed sales data to identify trends and make informed decisions on product assortment adjustments, maximizing profitability.
• Restocked cases with new merchandise and removed expired items for proper disposal.

• Stocked shelves
• Customer service
• Counting and handling money
• Organized and detailed the store
• Assisted overnight manager with directing the crew.
• Unloaded, sorted and stocked merchandise according to store layout and product placement.
• Lifted up to 50 pounds at once and used forklift to move heavier loads.

• Upheld high standards of professionalism both on-and off-duty representing the US military with honor at all times.
• Skilled at working independently and collaboratively in a team environment.
• Assembled, disassembled and maintained various weapons for operational readiness.
• Developed strong leadership skills through rigorous training and hands-on experience in high-pressure situations.
• Proven ability to learn quickly and adapt to new situations.