Talona Thorpe
Atlanta,GA
Summary
Customer Service Representative with 5+ years in benefits administration and customer advocacy, demonstrating exceptional skills in employee support and compliance within financial and insurance sectors. Proficient in performance tracking, recruitment, and onboarding. Ready to enhance HR processes in a collaborative environment through effective communication and conflict resolution, leveraging strong organizational and time management skills.
Overview
4
4
years of professional experience
Work History
Customer Service Representative (Contract)
Optum Financial
Remote
12.2024 - 06.2025
- Provided real-time support for employee health savings and benefits accounts, resolving inquiries, and ensuring compliance with financial and healthcare policies.
- Recognized for top performance metrics: 97% call quality, 95% first-call resolution, and 98% schedule adherence.
- Supported issue resolution with a focus on compliance, accurate documentation, and member satisfaction.
Customer Advocate
Delta Dental Insurance
Remote
03.2023 - 07.2024
- Developed and implemented a data entry template to assist team members, resulting in a 25% increase in quality and productivity during calls.
- Acted as a liaison between employees and benefit providers, explaining dental plans, resolving claims issues, and assisting with enrollment questions.
- Led onboarding support by guiding new members through coverage details and ensuring benefit alignment.
Office Manager
Mosaic Puzzles
Alpharetta, Georgia
09.2022 - 01.2023
- Maintained employee records, tracked attendance, and managed internal documentation.
- Developed training tools and performance spreadsheets to support team development and goal achievement.
- Facilitated employee relations by promoting open communication and resolving scheduling conflicts.
Office Manager/Event Sales Designer
A Divine Event
Norcross, Georgia
11.2021 - 09.2022
- Monitored and managed staff logistics and assignments to align with client and company expectations.
- Managed client relations and vendor negotiations, ensuring seamless project execution.
- Updated website content regularly in order to promote current promotions or highlight newly released products and services.
Education
Bachelor of Science - Business Administration And Management
Virginia Commonwealth University
Richmond, VACertificate - Wedding And Event Planning
The Wedding Planning Institute
Richmond, VASkills
- Benefits administration
- Recruitment and onboarding
- Employee relations
- HR compliance and documentation
- Microsoft Office Suite
- HR tools: Zendesk and Salesforce
- Communication skills
- Conflict resolution
- Time management
- Project coordination
Timeline
Customer Service Representative (Contract)
Optum Financial
12.2024 - 06.2025
Customer Advocate
Delta Dental Insurance
03.2023 - 07.2024
Office Manager
Mosaic Puzzles
09.2022 - 01.2023
Office Manager/Event Sales Designer
A Divine Event
11.2021 - 09.2022
Bachelor of Science - Business Administration And Management
Virginia Commonwealth University
Certificate - Wedding And Event Planning
The Wedding Planning Institute
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