Experience

Navia Benefit Solutions, Inc.

• United States
• Human Resources
• 100 - 200 Employee

• Participant Services Claim and Email Team Manager

  • May 2019 - Present

  • Oversee the work of direct reports on three teams: Claim, Email and an offshore Claim Team. • Conduct one-on-ones and yearly reviews with coaching, custom metrics and feedback • Attend and contribute to bi-weekly “triage” meetings discussing enhancements and issues representing all seven teams within the Participant Services department • Create and maintain ongoing custom metrics for tracking received and processed claims by internal and outsourced team members • Assist in Real Time Call management and monitoring to ensure optimal service levels • Assist the department Director by attending internal and external meetings regarding continued excellence and growth for the Participant Services department • Meet with Team Leads bi-weekly to gauge and help with their day-to-day responsibilities • Create and advise on Quality Assurance rubrics for Claims and Emails • Actively create and update internal wiki reference pages and stock responses to aide with continuous learning and maximum efficiency for all team members company-wide • Work with all internal departments regarding eligibility, communication, escalations, appeals, account breaches and prepare Participant Services department for any potential future events • Act as the Participant Services Migration Liaison for onboarding newly acquired Third-Party Administrators into Navia Benefit Solutions, reducing roadblocks and easing the transition for both team members and participants • Handle escalations from participants with all manner of issues; most notably regarding eligibility, debit cards, their benefit details • Research IRS guidelines for eligibility and compliance issues • Constantly working on ways to innovate and improve our current processes to aid the participants, team members and help the business prosper • Acted as the Participant Services point person for the transition to Amazon Connect and Salesforce implementation and current dashboard owner for Salesforce reporting for Participant Services



Accretive Technology Group

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Assistant Manager

  • Feb 2018 - Mar 2019

  • Oversaw the day-to-day work of 65 employees across all Customer Service Teams in a 24/7 environment. • The department handled 180,000 - 200,000 customer and vendor contacts regarding accounts, billing, fraud and technical help each month via live chat, phone and email.• Assisted in the implementation of procedures for GDPR (European Right to be Forgotten privacy laws) and KYC (Know Your Customer), handling bank RIS and chargebacks via individual partners, as well as customer retention.• Mapped out, broke down and executed details of big picture issues and ideas that benefited the department’s communication with customers, vendors and business partners. • Hosted weekly meetings with supervisory staff to troubleshoot and solve new and ongoing issues either internal or external.• Filled in when needed for informational and higher-level business meetings. • Tracked 50+ employee metrics for all customer contacts, daily and monthly. • Assigned goals to teams and individuals and monitored their success. Aided in coaching, mentoring and offering guidance daily.• Created, kept and maintained Confluence (internal wiki) pages for department informational issues, projects and ongoing note taking. • Effectively communicated technical issues and bugs with internal-facing tools and external-facing after taking the steps to fully understand and reproduce the issue to and for the developers, as well as consistently recognized and suggested new features and improvements for internal tools.• Organized Team Events for the department planned for every other month.• Helped to support with training the satellite team in Amsterdam.• Minimum of twice-yearly check-ins with all team members to ensure they are meeting expectations.• Met with internal and external business partners to ensure their needs were met.• Assisted scaling and hiring new team members to the department.

• Customer Service Supervisor

  • Jan 2017 - Feb 2018

  • Oversaw the day-to-day work of 65 team members with focus on coaching and training Assistant Supervisors. • Served as escalation point of contact for questions regarding any activity on our platforms. • Assisted in higher level meetings with managers and business contacts.• Maintained a constantly changing schedule for a 24/7 department ensuring coverage for phones, chat, emails, and internal Fraud monitoring.• Participated in weekly meetings with all supervisory staff and helped troubleshoot and solve any new or ongoing issues.• Effectively communicated issues to our developers, suggested new features for internal tools.• Highlighted pain points and attended inter-departmental meetings to represent the Customer Service Department and report back to management.



Accretive Technology Group

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Customer Service Assistant Supervisor

  • Apr 2012 - Dec 2015

  • Assisted in new hire Team Member training and ongoing training when applicable.• Made myself available as a resource to my peers, providing guidance and assistance when needed.• Volunteered to help act as one of several points of contact for intra-departmental communications. • Monitored communications from other departments to ensure our department is aware of any potential problems with new software releases and communicate them to team members.• Completed multiple fraud prevention and customer metric reports daily.• Handled daily schedule adjustments for 8 to 15 representatives at any time and monitored their coverage of phones, live chat support and email correspondence.• Assisted in escalations for both customers and performers which included accounting, technical troubleshooting, and reporting potential technical bugs.• Performed written quarterly reviews for 8 to 15 team members on all facets of departmental work.

• Customer Service Team Member

  • Feb 2010 - Apr 2012

  • Answered phones, chats emails, maintained the Fraud List.• Developed supreme multitasking skills.• Did my best to ensure each customer interaction ended complete and positively.



ShopLocal.com

• Greater Seattle Area

• Team Lead

  • Apr 2007 - May 2009



Landmark Theaters

• United States
• Entertainment
• 1 - 100 Employee

• Neptune Theater Floor Staff

  • 2003 - Apr 2009



Kit's Cameras / Camera's West

• Greater Seattle Area

• Photo Counter

  • Jun 2001 - Sep 2004