Customer Service Manager

Annah B. Buyna

****C Kinnamon Road

Winston-Salem, NC 27103

336-***-****

*****.*****@***.***

Objective: To obtain a position administering benefits for one or

multiple clients while utilizing skill sets and work experience to

produce strong business results.

Qualifications:

. Excellent listener; patient and sensitive to clients needs

. Ability to multi task

. Great attention to detail

. Calm under pressure

. Diligent

Experience:

February 2010 to present: Aon Consulting

Winston-Salem, NC

Benefit Processor

. Processes, verifies, and documents incoming and outgoing

computer files and reports as outlined in a processing calendar.

. Interface with internal and external contacts to facilitate

completion of work.

. Document processes as changes are made

. Monitors, updates and verifies processing calendar/checklists.

Alerts team members to any exceptions

May 2007 to January 2010: Aon Consulting

Winston-Salem, NC

Senior Case Manager

. Research plan related questions as received by case request or

written inquiry while exceeding metrics placed for Tier 2 cases

. Prepare written response to customer inquiries and documents

interactions

. Document portal event and life insurance claims processing

. Process life insurance claims and benefits through vendor

. Direct contact for the client's personnel and corporate employees

. Assist with preparing employees for retirement and ensuring

retirement paperwork complete

. Daily interaction with carriers for manual corrections

. Customer service support to ensure service level is maintained

. Create and define processes used daily

. Post premium payments received and balance reports based off of

information entered

. Act as Senior Customer Service Representative as escalated issues

are received

. Identify trends in case requests

. Create training materials and facilitate training for ongoing

and new Customer Service Representatives

. Quality check all portal events as received by Customer Service

Representatives

June 2008 to March 2009 Brighton Gardens/Sunrise

Senior Living Winston-Salem, NC

Care Manager

. Worked Part Time to gain Certified Nurses Assistance skills

. Specialize in Alzheimer's/Dementia care

. Provide direct patient care

. Engage residents in activities designed to enhance their

independence

May 2004 through April 2007: Aon Consulting

Winston-Salem, NC

Customer Service Representative

. Provide first call resolution to inbound calls while meeting

goals set to ensure quality

. Provide resolution to customers within the expected time frame

. Expedite escalated issues as well as monitor status to ensure

completion

. Specialize in COBRA, Health and Welfare, and Defined benefits

. Communicate with client when additional involvement is required

. Administer benefit plans on an ongoing basis as well as during

enrollment periods

. Represent the team in meetings with clients

. Back up to Case Managers as needed

. Assist in the training of new representatives in order to prepare

them for the call center environment

October 2001 to May 2004: Fuddruckers

Winston-Salem, NC

Assistant Manager

. Customer service

. Train and brief new employees

. Coordinated special parties and events

. Supervised dining room operations

Skills: Proficient in Lotus Notes, HR Portal, and Microsoft Office

applications including Excel, Word, Outlook, PowerPoint.

Education:

Obtained NC State Board High School Equivalency certificate

though Forsyth Tech Community College on honor roll

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