Vanity Michelle Williams
Dallas,TX
Summary
Insightful Benefits Specialist assists HR team with staffing, record-keeping, employee benefits and other HR-related duties. Plans and organizes work to achieve goals and targeted results with minimal supervision. Continually develops knowledge and gains subject matter expertise in assigned HR discipline related to work activities and projects assigned.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Client Representative
Mutual Of Omaha Insurance Company
03.2024 - 11.2024
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Delivered personalized service offerings by customizing solutions based on individual client requirements.
- Managed a diverse portfolio of clients, maintaining high levels of customer satisfaction and retention.
- Streamlined communication channels for better understanding of client needs and requirements.
- Implemented effective problem-solving techniques to address complex client issues in a timely manner.
- Proactively resolved any conflicts or concerns between internal teams working together on behalf of a shared client.
- Enhanced customer satisfaction by providing timely resolution of account issues and inquiries.
- Managed a diverse portfolio of accounts, maintaining professional relationships with clients from various industries.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Enhanced understanding of benefit offerings with effective communication materials and presentations.
- Collaborated with payroll department to ensure accurate deductions related to employee benefits plans were processed correctly each pay period.
- Served as a liaison between employees, insurance carriers, and brokers to resolve complex benefits-related issues effectively.
- Streamlined benefits enrollment procedures for increased accuracy and reduced processing times.
Sr. Customer Service Representative
United Healthcare Group
06.2023 - 03.2024
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
- Reviewed and updated claim processing guidelines, ensuring alignment with industry standards.
- Streamlined interdepartmental communication, facilitating faster claim processing.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Processed payments and contracts on accounts.
Employee Benefits Specialist
Tforcelogistics
05.2022 - 05.2023
- Managed annual open enrollment process, ensuring timely and accurate updates to employee records.
- Provided ongoing support for employees during life events such as maternity leave, disability claims, or retirement planning.
- Streamlined benefits administration processes for increased efficiency and accuracy.
- Assisted employees with complex benefits issues, resolving concerns in a professional manner.
- Conducted regular audits of benefit plans and records, addressing discrepancies proactively before they became larger issues.
- Collaborated with HR team to onboard new employees, providing thorough orientation on available benefits options.
- Established a user-friendly self-service portal enabling employees to access up-to-date information about their individual benefit plans.
- Enhanced employee satisfaction by developing and implementing comprehensive benefits programs.
- Coordinated with payroll department to ensure accurate deductions related to employee benefit elections.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Checked employees' benefits enrollment for accuracy and inputted all data into Workday and JJ Keller.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
- Identified trends in employees'' need for family or medical leave assistance, providing valuable insights for HR decision-makers regarding policy development initiatives.
- Streamlined the FMLA process for employees by creating user-friendly forms, guides, and resources.
- Performed periodic audits of HR files and records to verify proper collection and filing of FMLA documents.
- Advised upper management on best practices for accommodating employees with medical or family-related leave needs, contributing to a more inclusive work environment.
- Maintained confidentiality and discretion when handling sensitive employee information, fostering a workplace culture of trust and respect.
- Promoted a supportive atmosphere among colleagues during extended absences due to family or medical reasons through intentional communication strategies.
- Coordinated closely with payroll and benefits teams to ensure accurate record-keeping and seamless administration of employee leaves under the Family Medical Leave Act.
Case Management Analyst
Cigna
04.2015 - 04.2021
- Provided referrals to connect clients with other community resources to support mental health and well-being.
- Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
- Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
- Evaluated EAP program effectiveness regularly, incorporating feedback from clients and adjusting services accordingly for continuous improvement.
- Ensured compliance with relevant industry regulations, maintaining a high standard of professionalism in all EAP services provided.
- Enhanced employee well-being by conducting comprehensive assessments and providing tailored EAP solutions.
- Resolved complex mental health concerns, assessed possible follow-ups and took action in crisis situations.
- Monitored research, referrals and additional materials sent to clients.
- Promoted diversity and inclusion initiatives within the organization by offering culturally sensitive counseling services.
- Maintained strict confidentiality at all times, ensuring trust between clients and the EAP service provider.
- Assisted organizations in navigating critical incidents, delivering timely support during difficult circumstances.
- Designed engaging workshops on topics such as stress management, time management, and emotional intelligence to empower employees in their daily lives.
- Enhanced client well-being by implementing evidence-based behavioral health interventions.
- Mentored new Behavioral Health Associates as part of facility''s orientation process, sharing knowledge of clinical practice standards and organizational culture expectations.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
Education
BBA - Human Resource Management
Texas Woman's University
Denton, TX07-2025
Associate of Science - Business Administration
Dallas College
Dallas, TX08-2024
Skills
- Benefits Administration
- Enrollment procedures
- Microsoft Office Suite
- HRIS proficiency
- PeopleSoft HRMS
- Employment Record Verification
- ADP Workforce Now
- Human Resource Management Software HRMS
- Employee Handbook Development
- HR experience
- Time management proficiency
- Teamwork and Collaboration
- Organizational Skills
- Microsoft Office and DocuSign
- Maintains confidentiality
Certification
Ergonomics: In compliance with OSHA regulations under OSHA Code 29 CFR Part 1910: Course Completion Date: 10/9/2024
Timeline
Sr. Client Representative
Mutual Of Omaha Insurance Company
03.2024 - 11.2024
Sr. Customer Service Representative
United Healthcare Group
06.2023 - 03.2024
Employee Benefits Specialist
Tforcelogistics
05.2022 - 05.2023
Case Management Analyst
Cigna
04.2015 - 04.2021
Ergonomics: In compliance with OSHA regulations under OSHA Code 29 CFR Part 1910: Course Completion Date: 10/9/2024
BBA - Human Resource Management
Texas Woman's University
Associate of Science - Business Administration
Dallas College
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