Customer Service Manager

PROFESSIONAL EXPERIENCE

Mercer May ****-Present

Exercising premier customer service for a client with over 79,000 employees

in areas involving HR polices, leave administration, payroll, health and

welfare benefits, employee relations, and recruiting.

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Consulting:

-Inform and interpret UHG employees on policies such as PTO, leave of

absences, attendance, benefits, termination, employee assistance program,

short term disability, long term disability, and funeral policy.

-Interpret employee relations/confidential matters before opening a case

for further advising by specialist.

-Advise UHG employees of medical, dental, and vision benefits.

-Clarify before and after benefit deductions, Federal, and State tax

deductions on paycheck.

-Employment Verification

Health and Welfare:

-Enroll during open enrollment and perform qualifying life events for

medical, dental, and vision benefits.

-Increase, decrease, or opt out contribution rates for new employees from

401k retirement account.

-Increase or decrease contribution for UHG employees Health Savings Account

(HSA).

-Elect Short Term Disability (STD)/Long Term Disability (LTD) for

employees.

-Enroll employees in life insurance.

-Advise employees about Employee Stock Purchase Plan (ESPP) policy.

Leave Administration:

-Submit leave of absence request for FMLA, Medical leave, First Year Leave,

Personal leave, and Workers Compensation.

-Review leave of absence case to see if paperwork received for case

approval and additional notes given by case managers.

-Consult on Leave Administration policies.

Recruiting:

-Job Requisition

-Talent Management

Communication:

-Resolve matters through active listening and summarizing task completed.

-Assist UHG employees to navigate software tools and make corrections under

their Self Service Account.

-Exercise premier customer service to every employee.

Computer Proficiency:

-Citrix/Benefit Workstation

-United Health Care Knowledge Base

-Siebel

-Total Absence Manager

-People Soft

-Agent Desktop

-Microsoft Offices

-Taleo

Amedisys/Snelling Staffing, Temporary Worker March 2008

Responsible for processing COBRA benefits using ADP, file management for

Leave of Absence, and exercised privacy and confidential work ethic.

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-Input COBRA benefits.

-Update files to active for employees returning to work and deactivate when

going on Leave of Absence.

-Send out letters notifying approval for leave of absence as well as FMLA,

STD, and termination policies.

State of Louisiana, Department of Transportation, Customer Service

May 2007-November 2008

Responsible for providing managerial and leadership to the customer service

team. Responsible for managing the daily operations in customer service to

ensure that contractual obligations are being met including but not limited

to hours of coverage, coordination of resources, reporting, coaching, and

adherence to policy, procedures, and professional customer services.

- Supervisor for 8-10 students' workers.

- Monitored calls to ensure accuracy and customer satisfaction.

- Trained 8-10 student workers in customer service center to be

knowledgeable and accurately address and report external customer

concerns via telephone with call volumes of 20 to 40 during a four hour

shift

- Communicated orally and in writing to external customers regarding

Louisiana's highway infrastructures, programs, and internal employee

directory assistance.

- Assisted in coordinating monthly training seminar with an average

participation number of 25 employees to enhance professional growth from

topics like leadership and motivation.

- Assessed daily 5 to 50 nominations for associate recognitions for going

above and beyond the call of duty in job performance

- through Gold Stars, Certificates, and ABCD awards.

Management:

- Scheduled 8-10 student worker schedules weekly based on call volume

data.

- Submitted payrolls for the customer service section.

- Provided recommendations for hiring needs to Communication Director

for Customer Service call center.

- Assigned projects and administrative tasks to student workers as they

arise.

Special Projects:

- Engaged in special projects such as benchmarking grievance process

for Louisiana's Department of Transportation with the Employee Relations

Unit Manager as a special project.

- Coordinated 24 hour emergency call center for the 2008 hurricane

Gustav.

- Compiled a detail call analysis for review after 2008 Hurricane Gustav.

Computer Proficiency

- Lotus Notes

- Microsoft Offices

EDUCATION

Louisiana State University, Baton Rouge, LA

May 2008

Masters of Public Administration

Concentration: Human Resource Management

3.2/4.0 GPA

Related Coursework: Statistics, Economics, Public Personnel

Management, and Compensation Administration

Grambling State University, Grambling, LA May

2006

Bachelor of Liberal Arts-Mass Communication

Concentration: Public Relations

3.4/4.0 GPA

Related Coursework: Public Relations Campaigning, Empowering

Leaders, and Public Relations Writing and Editing

PROFESSIONAL ORGANIZATIONS

- International Foundation of Employee Benefits Plans (2009-Present)

- Society for Human Resource Management (2007-2009)

- Public Administration Institute Student Association (2006-2008)

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