Experience

CONTINUON

• United States
• Insurance
• 1 - 100 Employee

• Client Services Account Manager

  • May 2016 - Present

  ● Maintaining a book of business of clients. Managing day to day relationships with our clients, brokers and healthcare partners relationships. Create and run reports for clients to assist with data analysis ● Single point of contact for clients & brokers ● Improved existing and new client implementation processes to facilitate procedures ● Created new marketing materials ● Assisting clients with proposal request, gathering information to ensure we provide correct… Show more ● Maintaining a book of business of clients. Managing day to day relationships with our clients, brokers and healthcare partners relationships. Create and run reports for clients to assist with data analysis ● Single point of contact for clients & brokers ● Improved existing and new client implementation processes to facilitate procedures ● Created new marketing materials ● Assisting clients with proposal request, gathering information to ensure we provide correct quotes ● Starting and completing the on-boarding process for new clients, Leading conference calls, training new clients on admin portals ● Entering new clients and updating existing clients information in our CRM system Salesforce ● Working with owners and executive level staff regarding short-term and long-term project management goals for the company. ● Coordinate all Open Enrollments for FSA, HRA, HSA and COBRA clients and accepting responsibility for clients' satisfaction ● Knowledge of EDI process ● Assisting the finance director ● Conducting financial audits and account reconciliation for our clients

• Project Manager

  • May 2016 - Present

  Summary: Implement all new clients with an array of services including Health and Dependent Care Flexible Spending Accounts, Health Savings Accounts, Health Reimbursement Arrangements, Commuter Spending Accounts and COBRA. ● Partner with Director of Operations, COO and CEO to strategically gather and analysis data for new clients ● Implement new FSA and COBRA clients ● Develop and maintain detailed implementation project plans ● Provide excellent customer service through… Show more Summary: Implement all new clients with an array of services including Health and Dependent Care Flexible Spending Accounts, Health Savings Accounts, Health Reimbursement Arrangements, Commuter Spending Accounts and COBRA. ● Partner with Director of Operations, COO and CEO to strategically gather and analysis data for new clients ● Implement new FSA and COBRA clients ● Develop and maintain detailed implementation project plans ● Provide excellent customer service through maintaining a consistently productive and professional relationship with clients ● Train & educate new clients on the FSA & COBRA administration portals ● Lead process improvement & procedures with regards to document control, implementation & marketing ● Act as a subject matter expert and partner for clients to ensure the highest level of customer service is being delivered timely through implementation ● Partner with internal departments, i.e. Customer Service & claims to receive inbound calls and claim processing ● Partner with the legal team to create renewal and new plan contracts for clients ● Train others on the onboarding process for new clients



First Data Merchant Services

• Financial Services
• 700 & Above Employee

• Tech Support/Customer Service

  • Oct 2015 - May 2016

  Summary: Provided exceptional customer service to merchants while troubleshooting their vendors & internet providers issues. ● Implement & program the merchant's POS system ● Troubleshooting point of sales systems, remote into merchant's POS System to help resolve the issue or escalating to the next tier ● Resolved connectivity/network connection issues ● Reviewed customer rates, fees and funding ● Generated and reviewed reporting with merchants Summary: Provided exceptional customer service to merchants while troubleshooting their vendors & internet providers issues. ● Implement & program the merchant's POS system ● Troubleshooting point of sales systems, remote into merchant's POS System to help resolve the issue or escalating to the next tier ● Resolved connectivity/network connection issues ● Reviewed customer rates, fees and funding ● Generated and reviewed reporting with merchants



Bank of America

• United States
• Banking
• 700 & Above Employee

• Fraud Investigator II

  • Aug 2013 - Oct 2015

  Fraud Investigator II Bank of America ​​​​​​​​2013-2015 Summary: Provided a high level of customer service for internal and external customers, regarding debit card fraud and claims in a high volume, fast paced call center environment. ● Resolved customer, merchant, credit and/or ATM claims within the bank’s policies and procedures ● Process charge backs and communicate regarding pending claims ● Reviewed potential fraudulent account activity ● Verified account… Show more Fraud Investigator II Bank of America ​​​​​​​​2013-2015 Summary: Provided a high level of customer service for internal and external customers, regarding debit card fraud and claims in a high volume, fast paced call center environment. ● Resolved customer, merchant, credit and/or ATM claims within the bank’s policies and procedures ● Process charge backs and communicate regarding pending claims ● Reviewed potential fraudulent account activity ● Verified account activity with customer Show less Fraud Investigator II Bank of America ​​​​​​​​2013-2015 Summary: Provided a high level of customer service for internal and external customers, regarding debit card fraud and claims in a high volume, fast paced call center environment. ● Resolved customer, merchant, credit and/or ATM claims within the bank’s policies and procedures ● Process charge backs and communicate regarding pending claims ● Reviewed potential fraudulent account activity ● Verified account… Show more Fraud Investigator II Bank of America ​​​​​​​​2013-2015 Summary: Provided a high level of customer service for internal and external customers, regarding debit card fraud and claims in a high volume, fast paced call center environment. ● Resolved customer, merchant, credit and/or ATM claims within the bank’s policies and procedures ● Process charge backs and communicate regarding pending claims ● Reviewed potential fraudulent account activity ● Verified account activity with customer Show less



Mercer

• United States
• Professional Services
• 700 & Above Employee

• Pension Benefits Specialist

  • Feb 2012 - May 2013

  • Accurately calculated the amount of pre-retirement benefits payable to identified beneficiaries • Processed applications and payment inquiries for post-retirement benefits/beneficiaries • Conducted ACH returns from financial institutions, reissued manual checks when applicable • Accurately calculated the amount of pre-retirement benefits payable to identified beneficiaries • Processed applications and payment inquiries for post-retirement benefits/beneficiaries • Conducted ACH returns from financial institutions, reissued manual checks when applicable



Wage Works

• National Account Service Consultant

  • Apr 2008 - Jan 2012

  • Instrumental in creating new customer solutions • Advocated on the client’s behalf regarding Human Resources, payroll and benefits such as HSA, HRA, FSA & CORBA to present ongoing resolutions • Provided total customer care through follow-up training and education to employer contacts beyond initial implementation, and channels client product feedback to the product development team • Assisted the client with open enrollment and uploading files to complete… Show more • Instrumental in creating new customer solutions • Advocated on the client’s behalf regarding Human Resources, payroll and benefits such as HSA, HRA, FSA & CORBA to present ongoing resolutions • Provided total customer care through follow-up training and education to employer contacts beyond initial implementation, and channels client product feedback to the product development team • Assisted the client with open enrollment and uploading files to complete enrollment • Collaborated with other internal departments, including Customer Service, Operations, IT, and Card Operations to respond to client questions, issues and escalations

• Customer Service Team Lead

  • Apr 2006 - Aug 2008

  • Served as primary resource for associates’ questions, facilitating timely and accurate exchange of information • Provided secondary tier of support responding to escalated Customer service calls • Assisted with promoting a strong career-path model for employees through feedback and high levels of immediate and ongoing coaching • Processed claims submitted from participants regarding their flexible spending account • Conducted monthly monitoring CSR calls for quality… Show more • Served as primary resource for associates’ questions, facilitating timely and accurate exchange of information • Provided secondary tier of support responding to escalated Customer service calls • Assisted with promoting a strong career-path model for employees through feedback and high levels of immediate and ongoing coaching • Processed claims submitted from participants regarding their flexible spending account • Conducted monthly monitoring CSR calls for quality assurance • Maintained current and complete awareness of product to effectively respond to Customer service issues