Joyce Wilson

**** *** ******* ****

Midlothian, VA 23114

804-***-**** c

e-mail: abj4lt@r.postjobfree.com

Objective : To work for an organization that will allow me to use my

extensive Benefits and Customer Service experience in order to help enhance

the growth of the organization and to also be a part of a team that

provides opportunity for advancement.

Work Experience

October 2009- Present-Travelers Insurance, Richmond, VA

Account Service Representative

. Responsible for providing customer service, billing, account

reconciliation, remittance processing, and collection support to

maximize Commercial Lines cash flow.

. Work with agents, insureds and internal departments to ensure prompt

and accurate premium receipt and appropriate resolution of past due

accounts.

. Provides customer service and information to insureds and agents;

through telephone inquiries.

July 2007-September 2009-Summit Retirement Plan Services, Uniontown, OH

Supervisor, Benefits Administration Call Center

. Supervise Call Center staff

. Serve as client liaison

. Review vendor data changes for accuracy

. Coordinate large mailings with appropriate staff

. Coordinate Client Annual Open Enrollment project

. Develop and lead call center staff to ensure total accuracy and back

up solutions

. On site client visits

December 2006-July 2007

Worked a temporary assignment with Jo-Ann Fabrics, Inc.

. Processed Leave of Absences for employees using the STARS database for

tracking.

. Retrieved information from the PowerSource HRIS system to generate

FMLA letters and tracking Worker's Compensation claims in the STARS

database.

November 2004- December2006- Kaiser Permanente - Cleveland, Ohio

Benefits and Records Administrator

. Tracked and maintained time off for physicians and allied health

professionals

. Processed Annual Performance Evaluations for practitioners

. Administered the Tuition Reimbursement Plan-

. Processed Study Leave Expense Reimbursements

. Maintained Personnel files

March 1997-November 2004 - Dominion Virginia Power - Richmond, Virginia

Human Resources Benefits Representative

. Answered incoming customer calls in the Human Resources Center.

. Documented customer issues in the call center database, allowing

for additional research and prompt customer follow-up.

. Thoroughly researched complex customer issues (e.g. employee, retiree,

Cobra)

in the areas of Welfare plans (e.g. medical, dental, vision, life,

long

term disability) Qualifying Life Events, Annual Enrollment, Company

Policies and Procedures.

. Input data into the HRIS database to update employee records-

. Traveled to other company locations to conduct benefits

informational sessions.

. Administered the company Tuition Assistance

program.

. Tracked the call centers daily statistics (e.g. Total

number of calls taken, Average wait time, Average Handling time)

Senior Customer Service Representative

. Assisted Associate Customer Service Representatives with questions

regarding residential and commercial customer accounts.

. Handled escalated customer complaint calls and performed the necessary

research to resolve those complaints.

. Monitored the performance and progress of representatives through

silent monitoring and provided the coaching needed to ensure that

those representatives were procedurally sound.

. Performed my duties from my home as a Home Agent.

March 1986- March 1997 - JCPenney Catalog Customer Service -Midlothian,

Virginia

Shift Operations Manager

. Supervised between 60 and 80 part time associates during the company's

peak season.

. Maintained employee records for each associate consisting of but not

limited to performance statistics, attendance and monitoring reports.

. Worked with the other catalog customer service centers on a

daily basis to ensure business needs were met and staffing levels were

sufficient.

Senior Customer Service Representative

. Assisted associates with all questions relating to the

order taking process.

. Worked with the Distribution Centers to resolve order inquiries such

as lost orders, incorrectly filled orders,etc.

. Monitored progress of associates through silent monitoring and

provided coaching when necessary.

. Trained new hire associates in the order taking process.

. Evaluated the new hire performance to ensure their readiness to take

catalog orders.

. Conducted refresher classes for the more seasoned associates to be

sure they were procedurally sound

Education

1981-1985 Midlothian High School Midlothian, Virginia .

Graduated 1985

Skills Experienced in Microsoft Word,Excel, Access, Lotus Notes, SAP,

Ceridian HRIS, Powersource HRIS, Outlook

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