Tawanda R. Windley
Portsmouth,VA
Summary
Professional solutions expert skilled in providing effective and innovative solutions to meet client needs. Known for strong analytical skills and track record of success in technical problem-solving. Focused on team collaboration and achieving results, with reputation for reliability and adaptability in dynamic environments.
Overview
14
14
years of professional experience
Work History
Benefits Solutions Specialist
ADP
Norfolk, VA
04.2022 - Current
- Provided benefits support for clients, ensuring optimal use of ADP solutions and services.
- Collaborated with cross-functional teams to implement system enhancements and improve user experience.
- Analyzed client feedback to identify areas for service improvement and developed actionable recommendations.
- Assist clients by ensuring all benefits needs are meet during open enrollment as well as year round.
Customer Service Representative/ Team Lead
Conduent
Chesapeake, VA
08.2012 - 04.2022
- Resolved customer inquiries using internal systems to enhance service efficiency
- Collaborated with team members to streamline communication processes, improving response time
- Maintained accurate records of customer interactions to ensure data integrity and compliance.
- Analyzed feedback trends to identify areas for service enhancement and operational improvement.
- 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.
- Assisted customers in navigating company website and enrolling in benefits,improving overall user experience.
Education
Business Administration - undefined
Norfolk State University
Norfolk, VA01.2002
Skills
- Organizational and time management skills with the ability to handle multiple tasks simultaneously
- Gathers information, researches/resolves inquiries and logs customer calls
- Proficient in Force, Seibel, Microsoft Word, Excel, Project, PowerPoint, and Internet for use of Dashboards and Case Management tools (Contact workspace, PASS etc)
- Able to multi-task in a computerized system, responding to customer inquiries in a call center environment
- Knowledge of Health Benefits, Pension Benefits
- Excellent oral and written communication
Timeline
Benefits Solutions Specialist
ADP
04.2022 - Current
Customer Service Representative/ Team Lead
Conduent
08.2012 - 04.2022
Business Administration - undefined
Norfolk State University