Client Experience Specialist Resume Example
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CLIENT EXPERIENCE SPECIALIST
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with anoutgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
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Work History
Client Experience Specialist, 10/2018 to Current
Bok Financial – Fayetteville , AR
Bok Financial – Fayetteville , AR
- Owning Close Loop (service recovery) process for Organization.
- This includes following up with survey respondents whose issues are unresolved or are deemed detractors based on their survey scores.
- Gather actionable insights from interactions: Obtains insight into root causes through Closed Loop Process; Provides product and process feedback and recommendations; Heavily involved in cross functional collaboration and action planning strategies for further improvements; Provides input to decision making (i.e.
- Assess impact of new or revised) regarding operational objectives, processes, and procedures.
- Documentation and Reporting of Findings: Documents results and success stories; Collaborates with fellow Champions on findings and determinations; Assists with reporting for assigned function to monitor trends and improvements; Supports implementation of said improvement initiatives; Helps standardize best practices around specific survey detractors.
- Case management and resolution of survey respondents: Creates and manages service requests, as necessary; Follows up with Client as a result of their survey response; and Puts client at ease to give feedback and attempt to provide resolution.
- Continually upgrades knowledge and skill base relating to both new product rollouts and existing products to increase proficiency in a technical support capacity.
- May champion and/or assist in coordination and communication of special client events (e.g., related to annual enrollment / portal rollouts), or assist in new product rollouts, releases/patches internally or with employees/managers.
- Performs other related duties as assigned.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Met all customer call guidelines including service levels, handle time and productivity.
My Life Advisor, 06/2015 to 09/2018
Grand View Hospital – Quakertown , PA
Grand View Hospital – Quakertown , PA
- Take ownership of resolving issues and responding to questions to questions from participants and third parties regarding multiple product offerings such as benefits, payroll, HR, 401K, Risk, Workers Compensation, E-time, etc.
- Serve as primary point relationship owner for assigned Comprehensive Benefits employee/managers, including Benefits Administration and Annual Enrollment.
- Supports cross-functional efforts for both lines of businesses Comp Services and PEO.
- Coordinates and manages Benefits Administration and Annual Enrollment tasks, including coordination with back-office and off-shore teams to supplement execution of tasks/activities.
- To include QLE and manual updates.
- Works in conjunction with various team members to resolves errors, issues timely and accurately as it relates to carrier connections, payroll and manual carrier updates.
- Escalates failures appropriately and escalates programmatic issues to partner team members as appropriate.
- Provides service support related to the administration of health & welfare benefit programs to the employee/manager and internal business partners & service team via phone, CRM, email or in person, regarding standard or employee/manager operating procedure, best practice/business process, the resolution of participant benefit plan, insurance provider, WFN product and/or other employee/manager problems.
- Partners with the Payroll Processing Rep to communicate employee/manager updates and resolve issues or questions.
- Use on-line tools and other resources to research and respond to Employee/manager inquiries requiring guidance on how to address a wide variety of payroll, pay practice and payroll tax questions and situations.
- Escalates Employee/manager issues to Service Support Specialist, Tech Services, Project Services, Connections Team, Carriers, Development or other 3rd parties as appropriate.
- Communicates status and resolution to Employee/manager.
- Performs other related duties as assigned: Special Project/Pilot Programs: continue assisting with projects assigned by manager and provide feedback for pilot programs enrolled to.
- Mentor: New associates from day one until associates take calls on their own.
- Supplies coordinator, review inventory of the department and purchase supplies as needed.
- Record and translated portal presentations for clients as needed supporting Relationship Managers.
Patient Care Coordinator, 11/2009 to 06/2015
UPPER VALLEY URGENT CARE CENTER – City , STATE
UPPER VALLEY URGENT CARE CENTER – City , STATE
- Acted as themain point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Worked with patients and families to develop future plans and discuss care actions.
- Maintained confidentiality of patient data and condition at all times to safeguard health information.
- Updated documentation and reports detailing patient activities, care actions and hospital determinations.
- Maintained accurate and detailed inventories to keep sufficient supplies in pharmaceutical office.
- Sent and handled electronic requests for new medications and medication refills.
- Delivered excellent patient experiences and direct care.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Worked closely with patients to deliver excellent and direct individualized patient care.
Education
Masters of Business Administration: 06/2018
University of Phoenix - City
University of Phoenix - City
Bachelor of Arts: Multimedia Journalism, 05/2014
The University of Texas At El Paso - City, State
The University of Texas At El Paso - City, State
- Minored in Translation English/Spanish; Business; Medical; Consecutive Interpreting
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Resume Overview
School Attended
- University of Phoenix
- The University of Texas At El Paso
Job Titles Held:
- Client Experience Specialist
- My Life Advisor
- Patient Care Coordinator
Degrees
- Masters of Business Administration : 06/2018
Bachelor of Arts : Multimedia Journalism , 05/2014
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