Customer Service Project

Location:

Riverside, IL, 60546

Posted:

March 26, 2010

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Resume:

SUMMARY OF QUALIFICATIONS

ACCOMPLISHED, INTUITIVE AND ANALYTIC PROFESSIONAL POSSESSING AN EFFECTIVE

COMBINATION OF HUMAN RESOURCE FUNCTION SKILLS WITH PROJECT ADMINISTRATION,

CUSTOMER SERVICE AND TEAM LEADERSHIP CAPABILITIES THAT CONTRIBUTE TO THE

SUCCESSFUL CONTRIBUTION TO MANY FULL-LIFE PROJECTS WITHIN AGGRESSIVE

TIMEFRAMES. SOLID TRACK RECORD OF INTERFACING WITH CROSS-FUNCTIONAL TEAMS

THAT COLLABORATED AS A FOCUSED UNIT TO ACHIEVE AGGRESSIVE BUSINESS GOALS.

SKILLED CHANGE AGENT WITH THE ABILITY TO RECOMMEND CHANGES TO HUMAN

RESOURCES OR CLIENT SERVICES INITIATIVES SO THAT THE INITIATIVES STRENGTHEN

BUSINESS STRATEGY AND PERFORMANCE.

PROFESSIONAL EXPERIENCE

COMPSYCH CORPORATION, CHICAGO, ILLINOIS 11/2006 - 11/2009

BENEFITS ADMINISTRATOR

SAMPLE OF RESPONSIBILITIES: ADMINISTERED FEDERAL, STATE AND CORPORATE

FAMILY AND MEDICAL LEAVES FOR A GROUP OF ASSIGNED CLIENTELE; BACK END

ACCOUNT IMPLEMENTATION; COORDINATED WITH IT NEW EMPLOYEE GROUPS INTO

EXISTING CLIENT DATA BASE; INTERFACED WITH CLIENT EMPLOYEE POPULATION BY

HANDLING ESCALATED CALLS, APPROVED MEDICAL CERTIFICATIONS AS WELL AS

SETTING UP AND TRACKING CLAIMS. COORDINATED ACCOUNTABILITY BETWEEN

DISABILITY AND WORKMAN COMPENSATION PLANS; WAS DIRECTLY RESPONSIBLE FOR THE

TRAINING OF CLIENT HR STAFF REGARDING FEDERALLY MANDATED LEAVE REGULATIONS

AND ELIGIBILITY THROUGH WEBINARS, TELE-CONFERENCING, ONSITE TRAINING AND

PROCEDURAL WRITING; MADE RECOMMENDATIONS TO SAME STAFF FOR PROGRAM

ENHANCEMENTS, STREAMLINING AND MODIFICATIONS; CROSS TRAINED ACCOUNT

MANAGEMENT GROUP ON THE FEDERAL, STATE AND MEDICAL LEAVES THAT AFFECT

ASSIGNED GROUP OF CLIENTS; IDENTIFIED AND CORRECT ERRORS IN CLIENT DATA

FEEDS ; DEVELOPED CUSTOMIZE CLIENT REPORTS USING A SQL BASED PLATFORM

APPLICATION; ASSISTED CLIENT HR REPS IN POLICY WRITING; WROTE AND

IMPLEMENTED CLIENT LETTERS USED IN THE FMLA, STATE AND CORPORATE LEAVE

PROCESS; GENERATED DAILY AND WEEKLY HISTORIC REPORTS FOR CLIENTS; WROTE

CLIENT LETTERS AND TRAINING MATERIALS TO SPECIFICATION. REASON FOR

DEPARTURE: JOB ELIMINATION/BUSINESS NEEDS

Accomplishments included:

. Composed customized webinars using Power Point where none had

previously existed;

. Presented webinars to introduce new clients to processes and

service

. Conducted onsite training

. Accepted new client groups with wavering confidence in

outsourcing and regained their confidence

. Increased client satisfaction rating from 75 -80 % to 98 - 100%

. Restructured services offered to clients significantly

influencing clients to renew contracts

. Completed back end implementation for newly assigned clients

. Attracted new business based on assigned client group's

satisfaction

. Streamlined client disability and Worker's Compensation

reporting used in running concurrent FMLA

. Created ad hoc reports to improve client's tracking and

understanding of the FMLA process

. 98% accuracy rating; 99% client satisfaction rating; recipient

of numerous client compliments

. Identified an employee eligibility feed error overlooked for

three years prior to my employment

. Authored and presented state leave disability training

sequences to CSR and Specialist groups

. Created benchmark reporting via EMPAQ and SHRM

VENTURI PARTNERS, Oak Park Illinois

2006

PROJECT SUPERVISOR

8/2006 - 10/2006

CONTRACTED AS A PROJECT SUPERVISOR TO HANDLE THE FOLLOWING RESPONSIBILITIES

AT COLE TAYLOR BANK, CHICAGO. ILLINOIS: MANAGED A SHORT TERM PROJECT TO

BOTH ELECTRONICALLY AND MANUALLY ORGANIZE FMLA AND STD FILES IN PREPARATION

FOR RELEASE TO AN OUTSOURCE ORGANIZATION VIA CERIDIAN REPORTS AND EXCEL

SPREADSHEETS. INTERFACED WITH ALL LEVELS OF HR AND MANAGEMENT TO BRING THE

PROJECT TO A SUCCESSFUL COMPLETION. ASSIGNMENT ENDED 10/06 WITH HIGHEST

RECOMMENDATIONS FOR RE-ENGAGEMENT.

PROJECT SUPERVISOR

1/2006 - 7/2006

CONTRACTED AS A PROJECT SUPERVISOR TO HANDLE THE FOLLOWING RESPONSIBILITIES

WITH THE BENEFITS/DISABILITY/SHARED SERVICES UNIT AT SUPERVALU, INC.,

FRANKLIN PARK, IL., PARENT COMPANY OF ALBERTSONS/JEWEL/OSCO/SAVON/SHAWS:.

SAMPLE OF PROJECTS: LAUNCHED AND MANAGED SPOUSAL SURCHARGE ELECTION AT OPEN

ENROLLMENT AND OPT OUT PROGRAM POST-ANNUAL ENROLLMENT (ASSISTING MEMBERS IN

INTERPRETING AND SELECTING THEIR ELECTIONS.) DEVELOPED AND COMPOSED DESK

MANUALS FOR TIER ONE BENEFITS AND PHONE DESK REPRESENTATIVES. ASSIGNMENT

ENDED 7/06 WITH HIGHEST RECOMMENDATIONS FOR RE-ENGAGEMENT.

BANNER PROFESSIONAL SERVICES - OAK BROOK, ILLINOIS

2005 - 2006

3/2005 - 12/2005

PROJECT SUPERVISOR

CONTRACTED AS A PROJECT SUPERVISOR TO HANDLE THE FOLLOWING RESPONSIBILITIES

WITH THE PAYROLL/BENEFIT LIAISON GROUP AT ALBERTO CULVER, LOCATED IN

MELROSE PARK, IL.; ORGANIZED END OF YEAR UNEMPLOYMENT AND TAX

RECONCILEMENTS (VIA EXCEL SPREADSHEETS); RE-STABILIZATION OF EMPLOYEE JOB

CODES, SALARY GRADES, BENEFITS, AND COMPENSATION COMPONENTS FOLLOWING A

MASS TRANSFER FROM DEFUNCT INTERNAL COMPANIES TO COMBINED COMPANIES VIA A

PLATFORM DATABASE (CONSULTING WITH ALL LEVELS OF MANAGEMENT). CONTRACT

ENDED 1//06 WITH THE HIGHEST RECOMMENDATIONS FOR RE-ENGAGEMENT.

BANK ONE (NKA JP MORGAN CHASE) - CHICAGO, ILLINOIS 1995 - 2005

ASSISTANT CLIENT SERVICES MANAGER 2004 - 2005

SELECTED TO PROVIDE TACTICAL LEADERSHIP IN MANAGING THE DAILY OPERATIONS OF

AN EMPLOYEE TUITION REIMBURSEMENT PROGRAM FOR A NATIONAL BANK SYSTEM.

DAILY RESPONSIBILITIES INCLUDED, TRAINING AND HIRING PERSONNEL, REVIEWING

APPLICANT ELIGIBILITY AND PROCESSING REIMBURSEMENTS UPON PROGRAM

REQUIREMENTS INTO A DATABASE, WORKING WITH CORPORATE FINANCE REGARDING

BUDGETARY ADMINISTRATION, MANAGING AN OUTSIDE COLLECTION VENDOR FOR FEE

RECOVERY AND PREPARING FINANCIAL REPORTS FOR MANAGEMENT. PROVIDED HANDS-ON

LEADERSHIP FOR A STAFF OF THREE TUITION REPRESENTATIVES. REASON FOR

DEPARTURE: JOB ELIMINATION

ACCOMPLISHMENTS INCLUDED:

. DRAMATICALLY REDUCED REIMBURSEMENT PROCESSING CYCLE BY 50% THROUGH

AMALGAMATION OFT RECORDS.

. INCREASED COLLECTION OF INELIGIBLE TUITION REIMBURSEMENT FROM EXITING

EXECUTIVES BY AS MUCH AS $500,000 BY DEVELOPING PROCEDURES THAT

ALLOWED REPAYMENT TO BE TAKEN FROM THE COMPENSATION PACKAGES OF

EMPLOYEE'S NEW EMPLOYERS.

. STREAMLINED OPERATIONS FOR REIMBURSEMENT PROGRAM BY UPDATING DAILY

PROCESSING/COLLECTION PROCEDURES TO DELIVER A MORE COHESIVELY

ADMINISTERED PROGRAM WITH AN ANNUAL OPERATING BUDGET IN EXCESS OF $5

MILLION.

. KEY PLAYER IN SMOOTH TRANSITION OF TUITION REIMBURSEMENT PROGRAM

OUTSOURCING PROJECT THAT INCLUDED PREPARING OVER 2500 ACCOUNT RECORDS

FOR CONVERSION AND ESTABLISHING A HOTLINE TO ADDRESS EMPLOYEE

QUESTIONS, EARNING A SUBSTANTIAL BONUS FROM MANAGEMENT FOR SUCCESSFUL,

ON-TIME PROJECT COMPLETION.

HUMAN RESOURCES CASE MANAGER 2001 - 2004

ACCEPTED PROMOTION TO SERVE AS POINT OF CONTACT AND ADVOCATE FOR 85,000

EMPLOYEES THROUGH THE SUCCESSFUL RESOLUTION OF 150 TO 200 CASES WEEKLY

REGARDING ISSUES SUCH AS BENEFITS, PAYROLL, COMPENSATION, POLICIES, LEAVE

OF ABSENCE, NEW HIRES, RETIREES AND REIMBURSEMENT ACCOUNTS.

ACCOMPLISHMENTS INCLUDED:

. LEVERAGED CORE COMPETENCIES TO IDENTIFY AND CORRECT A MAJOR TECHNOLOGY

DEFECT DURING THE 2005 ANNUAL BENEFIT ENROLLMENT THAT WOULD HAVE

PREVENTED 5,000 ENROLLEES FROM USING THEIR MEDICAL COVERAGE DURING THE

FIRST QUARTER OF 2005.

. CONSISTENTLY RECEIVED 100% ON PERFORMANCE RELATED AUDITS

RETAIL TELEPHONE BANKING ASSISTANT UNIT MANAGER 1997 - 2001

HELD RESPONSIBILITY FOR ENSURING CONSISTENCY IN CUSTOMER SERVICE LEVELS

THROUGH EFFECTIVE PHONE COVERAGE, COACHING STAFF FOR OPTIMUM PERFORMANCE,

UPDATING SENIOR MANAGEMENT REGARDING CALL CENTER PERFORMANCE AND ASSISTING

ELEVATED CUSTOMER ISSUES FOR PROMPT RESOLUTION. RECRUITED, TRAINED AND

MOTIVATED A STAFF OF 20.

ACCOMPLISHMENTS INCLUDED:

. EFFECTIVELY COACHED TEAM PERFORMANCE, GENERATING A 20% INCREASE IN

PRODUCTIVITY AND A 15% IMPROVEMENT IN PERFORMANCE RATINGS DUE TO A

DEMONSTRATED COMMITMENT TO REGULARLY SCHEDULED TRAINING, ONGOING

COACHING SESSIONS AND CALL MONITORING PROGRAMS.

. DEVELOPED AND IMPLEMENTED DEPARTMENT PROCEDURES THAT EMPOWERED CALL

CENTER TEAM WITH UNPRECEDENTED ACCESS TO INFORMATION, LEADING TO A 25-

SECOND REDUCTION IN THE LENGTH OF EVERY CALL PROCESSED.

. RAISED EMPLOYEE MORALE BY DEMONSTRATING SUCCESSFUL PARTICIPATIVE

MANAGEMENT STYLE THAT PROMOTED TEAMWORK AND ENCOURAGED PROFESSIONAL

DEVELOPMENT WHILE ENSURING CUSTOMER EXPECTATIONS WERE MET, LEADING TO

A 33% REDUCTION IN STAFF TURNOVER.

FIRST CHICAGO (NKA JP MORGAN CHASE)- CHICAGO, ILLINOIS

RETAIL TELEPHONE BANKING TEAM LEAD 1996 - 1997

RAPIDLY ADVANCED BASED ON PROVEN TRACK RECORD OF LEADERSHIP BY CHICAGO'S

LARGEST BANK SYSTEM TO DIRECT A TEAM OF CUSTOMER SERVICE REPRESENTATIVES BY

ANSWERING COMPLEX RETAIL, LOAN OR CD QUESTIONS AND HANDLING ESCALATED

ISSUES WITH CUSTOMERS.

ACCOMPLISHMENTS INCLUDED:

. INCREASED TEAM PERFORMANCE AS CO-AUTHOR OF A BI-MONTHLY UNIT

EDUCATIONAL NEWSLETTER THAT INFORMED CSRS OF NEW PROCEDURES, TRENDS

AND PRODUCT INFORMATION, REDUCING THE NUMBER OF TEAM LEAD ASSISTED

CALLS 15%.

. RECOGNIZED FOR PROMPT RESPONSE AND RESOLUTION OF CUSTOMER SERVICE

ISSUES THAT RETAINED CLIENTS, GENERATED AN INCREASE IN REFERRAL

BUSINESS AND MAXIMIZED CORPORATE PROFITS.

. SPEARHEADED IMPLEMENTATION AND UTILIZATION OF TDD SYSTEM, WHICH

GREATLY IMPROVED SERVICE OPPORTUNITIES FOR HEARING IMPAIRED CUSTOMERS.

RETAIL TELEPHONE BANKING CSR 1995 - 1996

BROUGHT ON TO DELIVER PROMPT, ACCURATE AND COURTEOUS SERVICE TO CUSTOMERS

WHILE ASSISTING WITH ROUTINE ACCOUNT RELATED INQUIRIES.

ACCOMPLISHMENTS INCLUDED:

. RECOGNIZED FOR OUTSTANDING SERVICE AS RECIPIENT OF SEVERAL COMPANY