Summary
Overview
Work History
Education
Skills
Certification
Organizational Support Owner
Organizational Support
Other Work Experience
Timeline
Generic

Yvonne Belser

Columbia,SC

Summary

A professional and motivated employee with over twenty-five years of Underwriting, Customer Service, Benefit, Insurance, and marketing experience in various industries. High standards of customer service are maintained with the ability to foster lasting relationships with clients and key stakeholders. Ability to manage, train and develop staff on various operational functions and in support of organizational standards, goals, and objectives. Vast knowledge of multiple computer software systems, insurance, and medical codes and procedures, and analytical techniques with the ability to apply critical thinking and problem resolution. Ability to strengthen and promote brand names and images through training and professional development. Exceptional Communication, problem-solving, and organizational skills. Project management execution on multiple projects with an onboarding process providing professional and stellar Customer Service from beginning to end. Providing clients with Credibility and Opportunity, while building lasting relationships. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Team Lead (PSLF, Benefits & Payroll)

CTG
08.2022 - Current
  • Set Team Workloads using Salesforce and People Soft Systems
  • Participated in hands-on training to Complete Application Casework for Public Service Loan Forgiveness
  • Managed several teams simultaneously of small-term projects for the client
  • Communicated goals & deadlines to team members
  • Provided Production Feedback daily
  • Work closely with client executives and internally with managing directors, delivery management, and client partners
  • Ensure all CTG Business management processes and policies are followed
  • Help provide subject matter expertise for Payroll and Benefit Cases
  • Encouraging team members to perform their best
  • Daily, weekly, and monthly production tracking
  • Demonstrate efforts to help ensure delivery quality for all assigned projects
  • Daily communication using Client Zoom, Microsoft Teams, and Outlook Tools
  • Recognizing and proactively acting on changes.

Client Service Manager

CTG
04.2022 - Current
  • Manage a $100K to a $500K operation
  • Oversee a staff of up to 30 technical professionals
  • Promote and implement strategies to meet agreed-upon service levels and deliverable expectations
  • Look for opportunities to expand CTG's business with the client
  • Provide input to business planning and client business planning, if required
  • Provides subject matter expertise and support for client pursuits and proposals
  • Builds a network of internal and external contacts
  • Supports the development of practice and company services capabilities
  • Ensures capture of engagement deliverables and lessons learned to CTG knowledge bases
  • Complies with CTG processes and methods
  • Perform other responsibilities as assigned
  • Customer - Improve Client Satisfaction, Protect and Grow the Base
  • Serves as CTG contact to client site directors and managers on assigned projects and resolves client issues in a timely manner
  • Manage planning, execution, and completion of projects within the required budget and timeframe to the customer's complete satisfaction
  • Ensure CTG business management processes and policies are followed in the use of client-specific System Development Life Cycle (SDLC) and system management controls
  • Creates solutions to the client's complex business and technical issues
  • Provides best practices, insights, and/or expertise to others
  • Communicates clearly and concisely, using an appropriate level of detail, terminology, and style
  • Demonstrates efforts to help ensure delivery quality for assigned projects
  • Monitor, record, and periodically publish environment, engagement, and process improvements that have been implemented for the client
  • Assist with identifying and negotiating service additions and extensions
  • Manage the contract, including service levels, status requirements, and performance requirements
  • Recognize and act upon changes in scope or service levels using the change control process
  • Participate in service quality assessments and/or balanced business scorecard/quality award review meetings
  • Provide service level tracking and reporting in accordance with the Services Plan
  • Manage scheduling and completion of approved work activities of multiple teams
  • Work with the recruiting organization to ensure there is a pipeline of the necessary skills available
  • Work with the resource manager to ensure personnel issues are addressed in a timely manner consistent with policies and procedures
  • Make final staff hiring, training, and termination decisions with the resource manager.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Took ownership of customer issues and followed problems through to resolution.
  • Created customer support strategies to increase customer retention.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

Marketing, Brand Ambassador

GMR Marketing, Next Crew
11.2015 - Current
  • Completed Training for the LG sidekick campaign, Arrived at Lowes locations to Speak with consumers regarding the LG sidekick pros and cons
  • Engaged in conversation with Consumers about pricing and features the customers liked and disliked
  • This position granted me the opportunity to work with several large brands such as State Farm, Rakuten, Americas Best, Home Depot, and Nissan
  • Help oversee and Coordinate lodging, itinerary schedules, and lunch team 'Ramp up' meetings
  • Weekly Reports for inventory and premium tracking from each event
  • Preparation for distribution of company premium products for tradeshows, festivals, and city-wide events
  • Design all logo signs for Pride week.

Marketing, Brand Ambassador

Nissan /State Farm
06.2014 - Current
  • Help develop and execute marketing strategies through weekly webinars to engage potential customers in Nissan products at various sporting events
  • Communicate with customers to progress interest to making purchases with the sales team.

Payroll Analyst

Beacon Hill Temporary Services
03.2022 - 06.2022
  • Process Payroll for over 800 hourly employees for Bojangles Restaurant
  • Input all Garnishments from IRS, Child Support, and Attorneys
  • Provided requested Documentation to Government Offices as needed
  • Input wage information for the States of SC, NC, TN, and GA to determine unemployment benefits
  • Processed and calculated weekly Manual Checks
  • Sorted, Input label corrections to mail out all paper, manual checks, and pay cards weekly
  • Held Weekly meetings with payroll Staff to ensure the accuracy of payroll reporting.

Payroll & Benefits Support

Isolved HCM
05.2018 - 06.2021
  • Process Payroll for Human Resource Management
  • Create custom reports for tracking time and payroll changes
  • Update tax and SUI rates for clients in accordance with IRS guidelines
  • Speak with Company CEOs and HR analysts to provide accurate payroll information for employees
  • Process all information for W2 and ACA Processing
  • Completed 52 hours of Benefit Training in the area of setting up new Benefit Plans, rate tables with coverage, and Medical, Dental, and Vision plans
  • HSA, FSA, and Disability plan set up with ACA reporting Deferred Compensation in addition to setting up Life plans and Life events
  • Ensuring employees knew the benefits offered by the company including Medical, Dental, Vision, and all Supplemental Insurance
  • Communicating with insurance providers during open enrollment
  • Tracking all employee's open enrollment data through Isolved Benefits enrollment to send out weekly reminders of enrollment time frames
  • Assistance with Open enrollment meetings with providers and employees
  • Communication through emails and Provider sponsored events to educate employees on benefits provided
  • End-of-year ACA reporting assistance to Clients for employees for tax purposes
  • Estimating project budgets and gathering the necessary documentation to submit for approval
  • Constant collaboration with internal and external project coordinators to gather information for project requirements.

Team Lead

Aon Hewitt
04.2017 - 05.2018
  • Assisted with Payroll Processing benefits and assignment of Benefits
  • Processed payroll for Employees for CVS
  • Coordinated with Third-party Companies to assist with all Benefit needs and updates.

Underwriting D&O, E&O

Enstar, LLC
06.2014 - 01.2017
  • Assisted brokers with the issuance of the hospital, lawyer, directors', and officers' policies
  • Processed and modified policy forms and schedules on new and existing policies with 98% accuracy
  • Email and video conference external partners in India building global relationships.

Customer Service SR Assistant and promoted to Processor

Computer Science Corp.
03.2008 - 03.2014
  • Received 80-100 calls regarding questions and endorsements on policies
  • Assisted with high-volume new accounts to improve stats and increase revenue
  • Underwent specialized training and was promoted to processing
  • Processed endorsement requests, return mail, and cancellations and entered data through the WMS workflow system
  • Utilized multiple computer systems including client view, Siemens, direct data entry, Goldmine, Epremise, TOWS, and Lotus.

Quality Control Specialist

Computer Science Corp.
06.2012 - 12.2012
  • Assured the accuracy and balance of daily audits using the FOSSE system
  • Processed check in and check-outs during the night shift with superior customer service
  • Attended to the needs of guests and ensured that the hotel and lobby were neat and comfortable
  • Escalations Team Manager intercepted escalated calls from customers and clients dealing with Customer Service issues
  • Providing call resolutions that were beneficial to the customer while keeping the integrity and core values set by the company.

Education

Associate of Science - Communications

University of Phoenix
Phoenix, AZ
06.2017

Certification - Benefits

Isolved Elite Benefits Training
Salt Lake City, UT
11.2019

Social marketing and online reputation marketing course, through Academy.Hubspot.com
08.2016

New Age Digital Marketing, through Academy.Hubspot.com
07.2016

Blogging and Content Marketing, through Online Marketing Institute.Org
07.2016

Bachelor of Science - Mass Communication

Benedict College
Columbia SC
05.2004

Skills

  • Regulatory Compliance
  • Production Monitoring
  • Schedule Management
  • Trend Tracking
  • Complaint Resolution
  • Quality Control
  • Key Performance Indicators
  • Data Entry
  • Call Management
  • Staff Training
  • Document Control
  • [Software] CRM System Proficiency
  • System Implementation
  • Clerical Support
  • Power BI

Certification

  • University of Phoenix, Associate in communications
  • Benedict College, Over 120 hours completed towards a degree in Social Work
  • Social marketing and online reputation marketing course, through Academy.Hubspot.com, 08/2016
  • New Age Digital Marketing, through Academy.Hubspot.com, 07/2016
  • Blogging and Content Marketing, through Online Marketing Institute.Org, 07/2016
  • Isolved Elite Benefits Training, 11/2019

Organizational Support Owner

ICONIC COMMUNITY CONNECTIONS NPO

Organizational Support

  • Order of Eastern Star, Active Member
  • Grand Matron Youth Division Palmetto Grand Lodge
  • Loric Park Recreational Center, Volunteer
  • Women's Shelter of Columbia, Volunteer
  • March of Dimes, Planning Committee Member
  • Mayor's Community Council against Domestic Abuse, Member
  • Member of Volunteer and Community Outreach Transitions Homeless Shelter
  • Recipient of Community Leader of the year the city of Columbia Parks and Recreations
  • Krimson Kourt Inc., National Service Organization

Other Work Experience

  • Siemens
  • Colonial Life /Unum
  • Verizon Wireless
  • Blue Cross Blue Shield

Timeline

Team Lead (PSLF, Benefits & Payroll)

CTG
08.2022 - Current

Client Service Manager

CTG
04.2022 - Current

Payroll Analyst

Beacon Hill Temporary Services
03.2022 - 06.2022

Payroll & Benefits Support

Isolved HCM
05.2018 - 06.2021

Team Lead

Aon Hewitt
04.2017 - 05.2018

Marketing, Brand Ambassador

GMR Marketing, Next Crew
11.2015 - Current

Marketing, Brand Ambassador

Nissan /State Farm
06.2014 - Current

Underwriting D&O, E&O

Enstar, LLC
06.2014 - 01.2017

Quality Control Specialist

Computer Science Corp.
06.2012 - 12.2012

Customer Service SR Assistant and promoted to Processor

Computer Science Corp.
03.2008 - 03.2014

Associate of Science - Communications

University of Phoenix

Certification - Benefits

Isolved Elite Benefits Training

Social marketing and online reputation marketing course, through Academy.Hubspot.com

New Age Digital Marketing, through Academy.Hubspot.com

Blogging and Content Marketing, through Online Marketing Institute.Org

Bachelor of Science - Mass Communication

Benedict College

Similar Profiles

CREATE PROFILE
Yvonne Belser