Angela Jones

* ******* ****** 334-***-****

Phenix City AL 36870 ablf2k@r.postjobfree.com 334-***-****

Operations manager with 10+ years of management experience in the insurance

industry to include Cafeteria Plan regulations, Flexible Spending Account

reimbursement guidelines, and supplemental insurance policy billing,

reconciliation, service, claims, customer service, training, remittance

processing, budgeting, monthly report generation, and report analysis.

Consistently achieved and exceeded goals by creating and implementing more

efficient processes and improving turnaround of underperforming operations

while innovatively reducing overall operational costs.

Dependable builder and leader of customer-focused teams; instilled a

shared, enthusiastic commitment to customer service as a key driver of

company goal attainment. Led by example and ensured the execution of an

optimal customer experience while following all set company guidelines and

procedures. Consistently achieved and often exceeded team goals by

creating an environment that promoted and embraced teamwork as a means of

achieving positive results.

Customer Service Customer Satisfaction Teambuilding

Management Enhancement Training

Complaint Handling & Front-End Supervision Cafeteria Plan

Resolution Payroll Administration Regulations

Recruiting Risk Management (Internal Cost-Reduction

Supplemental Insurance and Sarbanes Oxley Controls) Strategies

Accounts Direct Billing of

Payable/Receivable Managerial Finance Policies

Accounting Principles All Microsoft Windows/Office Budget Management

Medical Claims Processing Applications SAP Budget and Payroll

Medicare Supplement Business Objects System

Insurance Crystal Reports HIPAA

General Bookkeeping Report Generation & Analysis FMLA

Request For Proposal (RFP) COBRA

Responses Internet Browser Integrated Mainframe

Microsoft Sharepoint Applications Systems

File Transfer Protocol Document Assembly/Processing Office Manager

(FTP) Pbuse Certified

Remittance Processing Service Agreement Contract

Management Preparation

Professional Experience

Aflac - Columbus, GA

12/92 - 08/09

Policy Service Manager, 03/04 to 08/09

Supervisor Cafeteria Plan Services, 01/00 to 03/04

Primary responsibilities included leading, developing, and supervising 5+

direct supervisors and 1 administrative assistant while responsible for the

quality and quantity of work performed by 100+ production policy service

specialists. Fostered an environment in which the customer experience was

the main goal of all employees while maintaining efficient production and

quality of work. Managed operations to ensure processes and procedures

were executed at a minimal cost. This included both technical and non-

technical procedural and system enhancements. Acted as a subject matter

expert on all department system enhancements. Responsible for recruiting,

interviewing, and hiring key personnel, completing and administering

performance appraisals, maintaining accurate employee records/files, and

developing key skills needed for success of employees. Served as key

contact for both internal and external auditing of quality, internal

practices, and compliance with Sarbanes Oxley regulations.

Other Notable Positions:

Aflac, 12/92 to 01/00

Claims Specialist, Lead Claims Specialist, Call Center Specialist, Trainer,

and Large Account Executive

Ward's Rental Management, 06/90 to 12/92

Bookkeeper, Office Manager, Property Manager, Monthly Financial Reporting,

and Accounts Payable

Selected Contributions:

Received Employers Council on Flexible Compensation (ECFC) designation of

Certified in Flexible Compensation Instruction (CFCI).

Created a system with minimal Information Technology support that enhanced

operations of two billing support teams from a paper to a paperless

environment.

Project manager for Aflac Customer Payment Rules (CPR) billing enhancement

project. This project was a complete system and business rule change for

the entire group billing process that took over 5 years to completely roll-

out. My primary responsibilities included managing the gathering of

requirements, system testing, pilot program management, phased roll-out,

internal/external training, and change management promotion.

Managed relationship with Aflac's largest payroll account which consisted

of 250,000+ policyholders. This included direct communication via email

and phone calls along with personal visits to the account.

Completed Management Level I and II training.

Expertise is reviewing processes and creating more efficient or cost

effective means of handling. Some examples include making changes to forms

to reduce printing cost, reviewing legal guidelines versus processes such

as mail notices to reduce postage costs, and eliminating manual processes

with and without technology.

Education

CHATTAHOOCHEE VALLEY COMMUNITY COLLEGE - Phenix City, AL

Associate Degree - Computer Science Technology

TROY UNIVERSITY - Phenix City, AL

Currently pursuing Bachelors Degree in Business Administration - Management

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