Customer Service Representative

GIZELL E. OLIPHANT

**************@*******.*** 281-***-****

https://www.linkedin.com/in/gizell-oliphant-51116226

SUMMARY

Human Resources professional with over fifteen years of customer service and benefit plan administration experience. Effective in assisting internal and external customers gain a better understanding of company sponsored benefits.

PROFESSIONAL EXPERIENCE

HEALTH HELP, Houston, TX 2016-2017

Senior Operations Associate

•Counseled internal and external customers on regulations that govern healthcare allowances and coverages to reduce expenses for providers and patients

•Served on trainer team to help onboard and orientate new associates to increase retention

•Maintained the highest confidentiality when accessing and advising on sensitive and HIPAA protected information

•Implemented process improvements in Q&A exchanges that lead to clearer communication and better understanding of healthcare provisions

MERCER HUMAN RESOURCE CONSULTING, Houston, TX 2005-2016

Benefit Specialist

•Delivered new hire orientation and ongoing training to educate employees about their benefits and qualified life status changes to increase their participation and knowledge

•Provided guidance to customers regarding retirement, HRA, HSA, FSA and leaves of absence – received multiple accolades from management due to high survey ratings from customers

•Promoted to second tier team that researches and resolves complex cases involving customers’ payroll, benefits, COBRA and HIPAA issues that could not be adequately addressed at initial level – consistently recognized for abilities to efficiently resolve complicated inquiries

•Utilized multiple HRIS portals including SAP, Siebel and Benefits Workstation to maintain and update life events and benefit records

UNITED HEALTHCARE, Houston, TX 2001-2005

Senior Member Service Representative (2004-2005)

•Supervised a team of fifteen service representatives within a healthcare call center

•Conducted quarterly training on state specifics, increasing compliance regulations

•Participated in the audit and redesign of all SOP’s to ensure that accurate information was provided to callers

Customer Service Specialist (2001-2004)

•Responded to over seventy incoming calls daily regarding various benefits and outstanding medical claims inquiries that needed to be escalated for resolution

GIZELL E. OLIPHANT PAGE 2

J.P. MORGAN CHASE, Houston, TX 2000-2001

HR Customer Service Representative

•Responsible for handling over one hundred incoming calls per day regarding benefit and payroll issues. Assisted with payroll reconciliation, resulting in balanced accounting

EDUCATION

Houston Community College Houston, TX – Medical Billing and Coding

University of Houston Houston, TX – General Studies

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