Experience

Employer Flexible

• United States
• Human Resources Services
• 100 - 200 Employee

• Benefits Account Manager

  • May 2023 - Present

  San Antonio, Austin and Montana Markets

• Client Onboarding Specialist

  • Oct 2022 - May 2023



LifeWorks (acquise par TELUS Santé | acquired by TELUS Health)

• Canada
• Human Resources Services
• 700 & Above Employee

• Employee Benefits Specialist

  • Sep 2021 - Oct 2022

  • Handles customer service in a remote contact center environment and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Health benefits, Pension and Retirement benefits, short- and long-term disability benefits, voluntary life insurance, voluntary accidental death and dismemberment benefits, and health savings accounts. • Leads employees and retirees through Open Enrollments and Life event benefit changes. • Supports the resolution of customer problems, incidents, issues, requests, and queries; effectively manages call escalations, coordinating with appropriate resources when necessary. • Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner. • Collaborate with benefit carriers to send and troubleshoot client benefit files. • Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. • References past incoming telephone calls, emails, and or faxes for Employee Benefits administration. • Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency. • Proficient with client’s knowledge management tools and service desk procedures. • Demonstrates understanding of the customer s business needs as trained and maintains high call evaluation scores. • Performing follow up on incidents with employees to ensure customer satisfaction. Show less



ClubCorp

• United States
• Hospitality
• 700 & Above Employee

• Director of Fitness

  • Mar 2017 - Mar 2020

  • Responsible for the operations and programming of the club’s personal training, fitness floor, group fitness and fee-based programs to exceed Member expectations, while achieving the Club's revenue and profit objectives. • Instructing Yoga, Barre Pilates, and Cycle classes daily. • Accountable for growth in Member usage and Fitness Center revenues; reduction in Member attrition; the maintenance of all quality standards for service, production, cleanliness, and safety; employee relations and staff development; all measured by growth in net revenues. • Responsible for hiring, training, and developing all Group Fitness Instructors, Personal Trainers, and Front Desk staff. • In charge of the overall operations and maintenance of both the Fitness Center and Pools. • Developing and managing the personal training and fee-based program marketing practices, policies and systems that are necessary for achieving the department’s strategic, revenue and business plan goals. • Monitoring, teaching, and supporting staff in their professional delivery of club programs. • Generating new revenue for fitness department. • Maintaining and increasing Member satisfaction. • Managing expenses as it relates to service payroll as well as forecasting/budgeting. Show less



Blue Cross Blue Shield Association

• United States
• Insurance
• 700 & Above Employee

• Broker Support Representative

  • Jun 2011 - Mar 2015

  • Responsible for gathering data and documentation from brokers selling Anthem Blue Cross/Blue Shield products in California, reporting and submitting documentation as needed. • Work with brokers and broker liaisons to resolve broker issues by using sound judgment and escalating to management if considered necessary. • Promptly respond to all inquiries and requests submitted by the broker support work email and fax queues. Manage and organize all documentation through a SharePoint document system. Show less



bConnected Software (Client: United Health Group)

• Louisville, Colorado, United States

• Production Support Analyst

  • Oct 2009 - Jun 2011

  • Customer Support experience handling IT systems/applications used by the end users. • Responsible for receiving Incidents & Requests from end users, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams. • Act as liaison with clients during SDLC and implementation process. • Understand the client's business objectives in relation to the company's product offering. • Work directly with clients to define the system configuration. • Work with the project management team to define, document and gain approval of system requirements. Show less



BearingPoint

• Netherlands
• Business Consulting and Services
• 700 & Above Employee

• Management Analyst

  • Jun 2005 - Oct 2009

  • Contribute to delivering high-quality, client facing telecommunication software using SDLC methodologies. • Collaborate with business customers, other business analysts, testers, and developers to develop requirements. • Utilize Visio and other software platforms for analysis and design models with system use cases, activity diagrams, class diagrams, and test cases, and interact with the developers and implementation team. • Support the development of use cases and performing tests for broadband provisioning telecommunication systems. • Participate in development of acceptance tests (UAT) to test the completeness of user stories depicted in test cases. • Perform business and logic testing as well as UI validation. • Identify, create, and track test defects. • Participate in quality assurance, training, detailed architecture, and design documents. Assist process teams with administering tasks in staffing, schedule tracking, and areas of project management to include performance, financial, quality, and risk management. • Develop design and functional specifications, produce deliverables related to the project(s) assigned and assist in post implementation support and system enhancements. Show less