Customer Service Administrative Assistant

Robin Renee Joyce ***** Thornton St.

313-***-****/home or 313-***-****/cell Detroit, Michigan 48227

email: ********@***.*** or ********@***.***

EDUCATIONAL/DEVELOPMENT

University of Detroit-Mercy

Bachelor of Arts in Communications (May 1990)

PROFESSIONAL PROFILE:

• Highly motivated, high performance and self-driven professional offering versatile strengths and

experience in HR, Benefits Administration/ Recruitment, Client/Customer Services, Interviewing and

Orientation. Over Eleven years of diverse experience with record of successful job performance in

customer/client services; demonstrate a high level of interpersonal organizational, administrative and

multi-tasking skills.

• Ability to lead and manage projects in a team environment and work independently using good judgment

and leadership skills. Ability to deliver expedient resolutions to inquires, executing good decision-

making skills. Demonstrates strong and effective communication and interpersonal skill (written and

verbal skills). Proven ability to work independently, solution oriented, perform well under pressure, adapt

well to change and work accurately with detail. Identify trends and opportunities for process

improvement.

• Develop and maintain a positive and professional relationship with customers/management. Possess

flexibility, integrity and good work ethics.

PROFESSIONAL EXPERIENCE

BENEFITS ADMINSTRATOR

Ceridian-GLS Services – Birmingham, Michigan 4/02-5/03

4/05-3/08

• Managed eligibility and benefit status changes and ongoing administration of Health and Welfare for

DTE and Detroit Public Schools accounts (26,000 employees+)

• Worked with various Health Plan Providers regarding benefit/claim issues (BCBS, BCN, Aetna,

Community Blue, HAP, Lumenos Basis, etc)

• Verified eligibility based on carrier feeds and auditing functions

• Responded and interfaced with third parties using good written and verbal communication skills.

• Referred to summary plan descriptions, reference materials, and the Lead Administrator when

researching challenging issues.

• Acted as a liaison between the employee and carriers in resolving eligibility issues.

• Communicated with employees and HR administrators to resolve Health and Welfare issues for active,

retiree, COBRA, pension, FSA, and or direct bill customers.

• Applied client policy concepts, practices and procedures in resolving benefit issues

• Worked with audits, carrier feeds and electronic files regarding benefits transactions.

• Functioned as a Quality Coach in monitoring and grading the quality of inbound calls to ensure

performance standards.

• Served as a point of contact/liaison for vendors, insurance providers and carriers regarding plan policies,

provisions and client procedures, Section 125 rules and regulations

• Maintained a working knowledge of enrollment options in the client's plan.

HR GENERALIST-BENEFITS

Hospice of Michigan-Detroit, MI 6/03-4/04

• Responsible for Service and transaction functions of all Health and Welfare corporate benefit

programs. (medical, dental, vision, life disability insurance; leave of absence/Cobra, etc.

• Worked with various Health Plan Provider regarding benefit/claim issues (Aetna, BCN, BCBS,

Community Blue, HAP, Lumenos Basic, etc)

• Facilitated and prepared employee’s annual open enrollment meetings.

• Provided support to corporate and location HR staff with HR planning strategy development.

• Interfaced with employees, managers, insurance carriers and attorneys.

• Updated and maintained OSHA-related reporting.

• Maintained benefit status changes and HR transactions in a timely fashion in HRIS database.

• Ensured compliance with all federal, state, and local legislation.

• Utilized ADP system to process changes effecting payroll.

• Accountable for processing the benefits paperwork for all new hires or termination of benefits.

• Resolved benefit issues, researched and identified problems and inquires, regarding eligibility,

enrollment, status changes, new-hire and terminated employees paperwork.

• Functioned as a liaison for 775+ employees with all benefits plans working with third party

administrators, vendors, and insurance carriers.

• Researched and analyzed concerns in benefit administration and system interfaces.

• Reconciled health plan vendor invoices ensuring all vendor invoices were paid.

• Worked independently and as a team member in demonstrating the highest level of customer service.

• Maintained employee’s personnel files and handled confidential information with staff

transaction to ensure accurate data maintenance (new hires/terminations).

FIELD RECRUITER/ADMINISTRATIVE ASSISTANT 1/98-3/01

Aon Consulting-Outsource Service Division – Southfield, Michigan

• Interviewed candidates and administer group assessments for the hiring selection process for

GM/Chrysler.

• Handled and responsible for payroll issues utilizing problem resolution.

• Coordinated monthly billing, reporting and expense reimbursement.

• Coordinated department administrative processes and responsibilities.

• Handled administrative duties and receptionist functions.

• Ordered office supplies and distribute mail.

BENEFITS CONSULTANT / CUSTOMER SERVICE REPRESENTATIVE 1997 – 1998

Olsten/Metropolitan Life Insurance – Southfield, Michigan

• Processed incoming rollovers, provide annuity estimates, provided information regarding eligibility,

enrollment, taxes, withdrawals, loans, distribution options and investment choices 401K Plan.

• Handled the administration of retirement benefits.

• Reviewed, verified, evaluated and processed applications in a timely fashion.

• Received incoming calls for GM employees enrolling in the 1997 General Motors Benefits Plan.

• Demonstrating the highest level of customer service in a call center environment.

TECHNICAL SKILLS

Microsoft Office – Word, Excel, Access, Lotus Notes/E-mail, Type 60 WPM

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