Taaibah Maani
Westlake
Summary
Dynamic Member Support Specialist with a proven track record at Solutran, excelling in benefits administration and conflict resolution. Enhanced employee engagement through an innovative online portal and maintained compliance with regulations. Adept at utilizing CRM software to optimize user experience, fostering strong relationships and achieving high customer satisfaction.
Overview
8
8
years of professional experience
Work History
Member Support Specialist
Solutran - Healthy Benefits Plus
06.2024 - Current
- Implemented an online benefits portal for ease of access and increased employee engagement with their benefit options.
- Performed regular audits of benefits data, ensuring accurate records were maintained at all times.
- Provided support during annual open enrollment periods, effectively managing a high volume of requests and questions from employees.
- Maintained up-to-date knowledge of benefits regulations and compliance requirements, ensuring company adherence to guidelines.
- Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates, and positive feedback from clients.
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
- Maintained detailed records of customer interactions, contributing to a comprehensive database for future reference.
- Provided customer service and technical support to members via phone, email, and chat.
Small Business Owner
Amour Formulations
09.2017 - Current
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Expanded client base through targeted networking initiatives, resulting in increased sales opportunities.
- Achieved consistent growth with careful planning and execution of business development initiatives.
- Participated actively in local community events or organizations as a way to give back while expanding brand visibility and credibility.
- Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Increased revenue by implementing effective marketing strategies and establishing strong customer relationships.
Accounting Representative
QuickBooks
02.2020 - 01.2021
- Streamlined accounting processes for increased efficiency by implementing new software solutions.
- Supported the annual budgeting process by accurately forecasting revenues and expenses.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Processed and reconciled accounts payable invoices, ensuring accuracy and compliance with established policies.
- Performed month-end close activities including account reconciliations, accruals, allocations.
- Assisted in the preparation of monthly financial statements for management review.
Member Support Representative
EBay Inc
01.2017 - 01.2019
- Optimized member interactions by effectively utilizing CRM systems to record communication details, ensuring seamless transitions between support representatives.
- Assisted in the implementation of new software tools aimed at enhancing efficiency within the Member Support Representative role.
- Resolved member issues efficiently by utilizing strong problem-solving skills and product knowledge.
- Continuously updated personal knowledge base regarding industry trends and company offerings, in order to provide relevant guidance to members.
- Managed a diverse range of member accounts, maintaining accurate records, and fostering strong relationships.
- Balanced multiple tasks concurrently while maintaining excellent attention to detail, resulting in high-quality outcomes for both individual assignments and team projects.
- Reduced response time for inquiries through efficient management of email and phone communications.
Education
High School Diploma -
Westlake Highschool
Westlake, OH05.2016
Some College (No Degree) - Nursing
Cleveland State University
Cleveland, OHSkills
- Benefits administration
- Data auditing
- CRM software
- Conflict resolution
- Technical support
- User experience
- Product knowledge
- Microsoft dynamics 365
- Microsoft Office
- Compliance knowledge
- Employee Relations
Languages
2,5
Languages
English
Native/ Bilingual
Spanish
Limited
Timeline
Member Support Specialist
Solutran - Healthy Benefits Plus
06.2024 - Current
Accounting Representative
QuickBooks
02.2020 - 01.2021
Small Business Owner
Amour Formulations
09.2017 - Current
Member Support Representative
EBay Inc
01.2017 - 01.2019
High School Diploma -
Westlake Highschool
Some College (No Degree) - Nursing
Cleveland State University
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