Quality Assurance Specialist who specializes in quality service, customer retention, productivity and
team management. Dedicated to providing excellent customer service and making operational and
procedural improvements.
Highlights
Skilled multi-tasker
Focus on customer satisfaction
Meticulous attention to detail
Deadline-oriented
Training and development
Team management
Accomplishments
Performed instrumental roles in client implementations.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Experience
Quality Assurance Specialist, 11/2014 - Current American Pacific Corporation – La Porte, TX,
Customer service quality monitoring and coaching, including quality input in tracking tool NICE).
Provide feedback on calls screened.
Identify process improvements/ enhancements to desktop tools and client provisions/processes and share the information with management.
Monitor and execute quality calibrations.
Performance manages customer service representatives from a quality perspective to ensure information being delivered is accurate and claims are being handled efficiently.
Lead and facilitate monthly trainings with customer service representatives to inform of any updates on plan provisions, policies, and procedures.
Participate in monthly call calibrations with the client and operational team leaders to provide subject matter relating to quality assurance and discuss ways the client can be better served to maintain a good relationship with the customer service representatives.
Montior client service levels, and customer service representatives metrics throughout the day to assure service level metrics are being met.
Loa Case Manager, 06/2012 - 11/2014 Vpne Parking Solutions – Somerville, MA,
Manage and maintain FMLA information on several claims throughout claim history by tracking and monitoring FMLA information.
Answer any questions and concerns regarding the claim to the employee and also employee relations/human resources.
Review medical documentation upon receipt as well as send correspondence such as letters and emails to employee and employer regarding employee's accounts.
Contact health care providers for clarification regarding medical documentation received.
Resolve complex issues regarding employee's accounts with employee relations.
Assure employee's understanding of FMLA eligibility and guidelines.
Support team members and intake coordinators in the call center regarding accounts.
Complete daily tasks in a timely manner to assure tasks are completed in set time frame to avoid client fees.
Communicate with STD vendor regarding STD claim running concurrently with employee's FMLA claim.
Monitor returns to work and review attendance for employees as well as discuss early intervention opportunities with employees.
Perform special projects assigned by management.
Lead and facilitate client specific training and refresher training for case managers and customer service representatives.
Participate in analysis discussions on behalf of the case managers to ensure the provision requirements match the technical specifications for clients in ongoing delivery.
Lead and facilitate training with global support team regarding standard operations and procedures.
Loa Intake Coordinator, 06/2011 - 06/2012 Aon Hewitt – City, STATE,
Initiate FMLA/STD claims for employees.
Counsel employees on FMLA regulations and FMLA/STD plan provisions, policies and procedures.
Provide employees with information and answers regarding their FMLA/STD claim status.
Assist case managers with tasks regarding the employee's claims such as STD interviews, and updates on documentation received.
Document all calls in the claim system.
Customer Service Associate, 06/XXX6 - 06/2011 Hewitt Associates – City, STATE,
Assist customers with inquiries pertaining to their 401K and pension accounts through inbound and outbound calls.
On-floor supervisor responsible for de-escalating customer issues in regards to account errors and disputes with company policies and procedures.
Process 401K transactions for customers.
Review documentation and make determinations for hardship withdrawals.
Retirement specialist responsible for counseling customers through the retirement process pertaining to pension, creating and managing retirement accounts.
Research customer account errors and assist customers on company website.
Trust contact responsible for working closely with the trust to process transactions such as stopping and reissuing payments, as well as overnighting payments.
Survivor Benefit Specialist responsible for creating and managing 401k and pension beneficiary accounts.
Education
High School Diploma: , Expected in XXX3 - Lyman High School - Longwood, FL GPA:
Skills
Proficient in all Microsoft applications, Lotus Notes,
Imaging, CSPro, Microsoft Outlook, Microsoft
Lync, Genesys, NICE system, CCPulse,
Lotus Sametime, Nucleus, 360 Absence Solutions Platform,
TBA Navigator and Internet Explorer. Typing skills of at
least 40 WPM. People skills: advanced
problem-solving, great organizational skills,
professional and friendly, careful and active listener.
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