Customer Service Management
Resume:
Melissa A. Starling
Vero Beach, FL 32968
757-***-**** cell
Email: *********@*****.***
PROFESSIONAL PROFILE
A results oriented and highly motivated strategic Human Resources
Outsourcing leader with extensive experience in the human resources
outsourcing arena. Progressive experience in call center, active and
retiree health & welfare benefits administration, employee relations, and
regulatory compliance. Leadership strengths include excellent
communication, organization and project management skills. Increasing
leadership and client relationship responsibility with human resources
outsourcing companies.
Account Management/Client Relationship Management - Extensive experience
managing US health, welfare and voluntary benefit plans. Broad knowledge
of Active and Retiree Health & Welfare Administration, COBRA
administration, and Flexible Spending Accounts administration.
Project Management - Solid background in leading teams, open enrollment,
implementing programs and policies, implementing new clients, web and
interactive voice response (IVR) implementations, budgeting, contracting
and negotiating. Highly developed organization skills leading the scope of
work, RFP and implementation process among cross-functional teams while
consistently meeting deadlines.
Employee Relations - Proven ability to handle confidential employee matters
regarding benefits, payroll, HR data issues and terminations. Interview,
supervise, train and develop staff including performance management.
. Communication - Able to develop productive relationships with client
contacts, colleagues, vendors, salaried and hourly union and non-union
employees, including executives and expatriates. Effectively develop
employee communications, open enrollment communications, training
documentation, client presentations, and regulatory compliance
documentation.
WORK EXPERIENCE
Xerox, Vero Beach, FL 2006- Present
Client Relationship Manager (Functional Consultant)
. Manage the Health & Welfare administration for Actives and Retirees.
Client Relationship Management, Project management, Open Enrollment project
management, and daily ongoing administration for a large national account.
Develop presentations for client meetings. Manage vendor relationships.
Manage projects with Participant Services and Delivery Services.
. Manage the operations to ensure that the service level agreements are met
or exceeded for the client based on the service level agreements in the
contracts.
. Serve as the liaison between the Participant Services Team, Delivery
Services Team, client contacts, and vendor contacts.
. Design and Manage Process Flows for Administration and Call Center
Operations and develop training materials for ongoing plan changes and open
enrollment.
. Manage the open enrollment project tasks for the Participant Services
Delivery Team.
. Responsible for coaching and mentoring colleagues and providing feedback
to supervisors to incorporate into performance appraisals.
. Manage the implementation of new processes and procedures on the team.
Melissa A. Starling- Page Two
Xerox, Vero Beach, FL 2003- 2006
Service Support Manager
. Managed the Health & Welfare, Defined Benefit, and Defined Contribution
Call Center & Operations for Actives and Retirees for a large national
account. Managed 30 employees.
. Client Relationship Management, Project management and daily ongoing
administration for a large national account, Responsible for client
meetings, presentations, and training documentation.
. Managed open enrollment for Active & Retiree Health & Welfare clients and
project management for small and large projects.
. Responsible for the monthly revenue accruals, billing for all clients,
annual budgets, and gross profit percentage for all clients.
. Continuously improved functions of operations to ensure that the service
level agreements were met or exceeded for the client.
. Designed and Managed Process Flows for Administration and Call Center
Operations
. Responsible for coaching, counseling, and mentoring associates. Completed
performance appraisals for employees.
SHPS, Inc., Louisville, KY 2000- 2002
Customer Service Director
. Managed call center and daily operations for five large national
accounts. Active & Retiree Health & Welfare, COBRA, HIPAA, Direct Billing,
Flexible Spending Account Administration, and CMS Medicare + Choice
compliance.
. Responsible for client relationship, open enrollment project management,
client service operations, client meetings, and presentations.
. Managed five direct report managers and 80 indirect employees.
. Prepared the monthly revenue accruals, billing for all clients, annual
budgets, and gross profit percentage for all clients.
. Completed cross sales of new business for the department.
. Responsible for coaching, counseling, and mentoring associates, as well
as performance management.
. Hired and trained new employees.
SHPS, Inc., Louisville, KY 1990- 1999
Customer Service Operations Manager
. Managed call center and daily operations for four large national
accounts. Active & Retiree Health & Welfare, COBRA, HIPAA, Active & Retiree
Direct Billing, and Flexible Spending Accounts.
. Managed two direct report team leaders and 30 indirect associates
. Responsible for coaching, counseling, and mentoring associates, as well
as performance management.
. Hired and trained new employees.
Prudential Service Bureau, Inc., Louisville, KY 1988- 1990
Medical & Dental Claims Representative & Claims Processor
. Processed medical and dental claims and customer service for participants
and providers for multiple accounts.
. Accountable for troubleshooting and resolving claims issues.
. Drafted written communications to be mailed to employees.
. Prepared training materials and facilitated the training for new
employees.
Melissa A. Starling- Page Three
EDUCATION AND TRAINING
Strayer University- Bachelor of Business Administration- Concentration in
Human Resource Management
Jefferson Community College- Business Administration
SOFTWARE EXPERIENCE
Microsoft Office (Word, Excel, PowerPoint), Call Documentation System,
Microsoft Project, KEDIT, and Microsoft Outlook
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