Customer Service Human Resources
Resume:
Tanya Banks
Email: *********@********.***
Address: ** ************ **.
City: Roselle
State: NJ
Zip: 07203
Country: USA
Phone: 908-***-****
Skill Level: Management
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Tanya L. Banks
10 Independence Drive
Roselle, NJ 07203
Home Phone 908-***-****
Cell Phone 908-***-****
Email *********@********.***
OBJECTIVE
Seeking a challenging managerial position that will utilize my transferable skills. I offer a consistent history of providing leadership, collaborative problem solving, effective communication, goal-setting performance, and planning and task coordination.
Highlights and Experience
Intermediate knowledge of SAP and PeopleSoft.
Subject matter expert on FMLA, Short-term disability and Unemployment insurance.
Processed and paid Workers Compensation benefits, retirement and death benefits.
Participated in the interviewing and hiring process of employees for different claim teams.
Liaison between Horizon and the behavioral health vendor Magellan for all managed care products.
Organized and participated in the Federal Employee Programs (FEP) Open Enrollment Season. Presented various insurance packages during employee benefit fairs.
Liaison between HMO operations and the New Jersey Department of Banking and Insurance (NJDOBI) for audits and written inquires.
WORK HISTORY
Account Manager - BoConcept USA, Inc.
8/10- 7/12
Supported eleven stores, including the four corporate stores, by providing exceptional service on a daily basis while building the confidence of BoConcept`s Franchisees. Fulfilled orders, handled claims and complaints in an expedient manner.
Assisted the stores in meeting the monthly budget for Targit Inventory System.
Developed Standard Operating Procedures.
15% increase in inventory sales.
Customer Service Professional - Public Service Electric & Gas Company
6/09 - 8/10
Attended to the proper interviewing or handling of customers applications, by telephone, mail or in person concerning request for electric and gas service.
Received supervisor recognition for outstanding customer service.
Tanya L. Banks
*********@********.***
Received recognition for exceeding the monthly adherence results.
Far exceeded company`s standard in Customer Contact Experience.
Contract Employee - Target Human Resources Inc.
7/07- 9/08
Performed customer service activities related to the order entry and distribution of company products.
Accurately provided risk management program information and qualifying requirements.
Exceeded company`s goals by 5%.
Managed the increasing responsibility of handling complex complaint calls, far exceeding company expectations.
Business Team Leader - Horizon Blue Cross Blue Shield of NJ
6/98-8/06
Responsibilities included leading the business teams in a hands on manner to ensure that exceptional service was given to the customer and the company`s world class goals for claims timeliness and accuracy were maintained. The companies` goals were accomplished through active involvement and leading of the day to day operations of a business team.
Supervised business team of 15 - 20 employees, consistently met the individual quality goal of 98%.
Managed the claims team, with an average inventory of 30,000 ending on hand. Consistently met the claims timeliness goal of 97.7% processed in 21 days, and the claim dollar accuracy goal of 99.6%.
Oversaw the phone team and consistently exceeded the goal for Average Speed of Answer with 22 seconds.
EDUCATION
Candidate for Master of Business Administration, January 2014
University of Phoenix, Phoenix, AZ
Bachelor of Science Degree in Human Resource Management
University of Phoenix, Phoenix, AZ
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