Experience

International Benefits Administrators

• United States
• Insurance
• 1 - 100 Employee

• Client Relationship Specialist

  • Sep 2022 - Present



Aetna, a CVS Health Company

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Senior Analyst, Plan Sponsor

  • Jun 2021 - Sep 2022

  Facilitate plan sponsor (customer) training to new and existing front line staffUpdate and maintain plan sponsor tool (SharePoint) to house relevant benefit informationDevelop weekly reporting to show projected potential claim payout ($30m-$40m)Provide High Claims Paid information to internal plan sponsor account team, and Willis Towers WatsonAudits on non-standard benefits including reviewing and reprocessing all effected claimsReviews SBCs (Summary of Benefit and Coverage) to insure accuracy of plans intentHandles Escalated issues from plan sponsor directlyCollaborate with the account team to ensure a smooth customer service experience Subject matter expert for all aspects of the planHandles DOI (Department of Insurance) complaints in a quick and efficient mannerWorks with Vendors to ensure programs are being appropriately administered Show less

• Client Advocate

  • Sep 2019 - Jun 2021

  Evaluated live and recorded calls to improve performance and exceed department standardsIdentified quality trends Trained customer service team on workflows and internal systems as it relates to job performance Implemented a Quick Base to track and store Client Advocate coaching’sAssisted plan sponsor liaison in an escalated call Quick Base training department wideProvided accurate medical procedure estimates by pulling provider contracts Assisted in plan sponsor specific training department wideSupported supervisor in handling escalated issues in a timely mannerTrained advocates on phone procedures Root cause analysis as to why an issue occurred Show less

• Service Advocate

  • Dec 2018 - Sep 2019

  Ability to resolve complex issues with sensitivity and discretion.Demonstrates professionalism and presents a positive image of the company when interacting with members/customers.Logistical Liaison between member and provider office

• Health Concierge

  • Mar 2017 - Dec 2018

  Resolved complex issues with sensitivity and discretion.Demonstrated professionalism and presented a positive image of the company when interacting with members and constituents.Served as a mentor for new hiresHandled escalations that are assigned by team supervisor



Regal

• United States
• Entertainment Providers
• 700 & Above Employee

• Associate Manager

  • May 2012 - Feb 2017

  Built and maintained rapport with employees and customers while retaining a professional and positive dispositionWorked with employees on up-selling techniques in concessions to achieve company sales goalsRequired the ability to think on my feet to meet immediate customers’ needsWorked as a team with co-managers to ensure that corporates core values were upheldManaged the hiring/onboarding process for Floor Staff; including scheduling interviews Interviewed applicants and made hiring decisions based on theaters needsUploaded new hire paperwork documentation to UltiproI-9 documentation, as well as annual audits to remain in complianceManaged and processed terminations through Ultipro Maintained Employee Personnel File and performed annual compliance auditsE-verify trained and certified through Ultimate SoftwareMaintained theatre's Ultipro payroll system (Job Changes, Salary Changes, Terminations, Leave of Absence)Trained employees on different processes that allowed the theatre to run efficiently Quality inventory and payroll management to assure quality and consistency to employees and customersProcessed bi-weekly payroll for theatre to ensure accurate time keeping practices were in placeMaintained relationships with vendors to assure that necessary supplies were allocated and kept in stockMaintained vendor invoices to ensure vendors were being paid on timeOpened requisitions to fulfill staffing needsFacilitated new hire orientation Basic knowledge of HR laws and regulations Show less

• Staff Lead/Senior Staff

  • Mar 2009 - May 2012

  Managed and monitored floor staff to assure quality and consistency for clienteleAssisted management for the training and education of new employeesDelegated nightly duties and coordinated break schedules for employees

• Concessionist/User/Box

  • Oct 2007 - Mar 2009

  Fulfilled concessions and cashier duties while maintaining a high output and positive attitudeBox Office and cashier dutiesUsher to ensure quality and maintenance of movie theaters