Customer Service Manager
Resume:
Vannessa Voelkl
Oceanside, CA 92057
**********@*****.***
QUALIFICATION SUMMARY
Driven detail oriented and focused individual passionate about employee development. Maintain high expectations of individuals resulting in a team that exceeds company requirements.
Thrives in a fast paced environment, operating both at a strategic and tactical level. Able to work independently or as a member of a team displaying a collaborative spirit and a readiness to learn. Outstanding cross functional team collaboration.
Proven team leader direct cross functional teams, develop and maintain professional relationships and engage and inspire individuals to achieve their personal best. Takes pride in ability to maintain outstanding relationships.
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WORK EXPERIENCE
January 2017- Present
Benefits Consultant
DJO Global, Vista, CA
Responsible for managing Health and Welfare, Life and Disability, Dental, Vision and Health Savings Accounts benefits for all associates.
Consults, strategizes, and partners with HR, managers and vendors at all levels to develop benefits programs and formulate improvements and/or design changes to current and future programs.
Ensures compliance with internal policy, budgets, and governmental requirements. Reviews existing and proposed benefit laws and regulations and makes corrective actions as needed.
Management includes providing guidance to subordination to achieve goals and the usual authority of a manager including selection and development of staff.
Responsible for the daily administration of all benefit plans, including but not limited to eligibility, enrollment, changes and termination of benefits.
Accountable for monitoring employee and benefits census to ensure enrollees are eligible for benefits and are adequately notified of such eligibility and the enrollment process.
Act as an associates’ advocate/liaison to the insurance carriers as necessary, to resolve elevated associate issues.
Assist in the coordination of annual open enrollment planning, communication and roll out between HR, employees and vendors.
Provide support to HR team, carriers, and employees on all benefit related issues and inquiries.
Responsible for monthly reconciliation of benefit enrollments to carrier bills. Works directly with carriers on any billing adjustments as needed.
Created, developed, and administered mandatory and voluntary wellness programs to improve the health and wellness of all associates.
Program Manager for recent Workday implementation
July 2016- December 2017
Human Resource Specialist
DJO Global, Vista, CA
Assist employees and HR team as the initial point of contact for benefits, payroll, and HR policy and procedure questions by answering employee calls and emails by providing immediate resolution or careful redirection to escalated support resources
Answer routine employee and HR team inquiries relating to benefit plans, payroll, policies and procedures
Collaborate with other cross-functional team members to resolve employee issues in a thorough and timely manner
Perform back-office transactions for benefits, payroll and general HR data processing in support of HR functions, including running ad hoc and scheduled reports, data entry, data reconciliation, mailings, filing, sending correspondence, sorting and routing incoming mail
Achieve stated performance measures and adhere to established customer service standards. Perform special projects as assigned and managed by a supervisor
September 2011 – May 2016
Benefits Coordinator
Bass Pro Shops, Springfield, MO
Process and maintain associate Health and Welfare, Life and Disability, Dental, Vision and Health Savings Accounts benefits for all associates.
Assist in the benefit communications for plans regarding associates benefit questions and concerns; resolving associate issues or escalate concerns to leader.
Analyzes eligibility and enrollment and addresses issues and concerns with leader.
Communicates with external benefit vendors regarding benefit plans.
Responsible for document maintenance in assigned areas.
Process Group Life Claims and LTD Claims
Process 401-(K) loans, 401-(K) changes for payroll deductions
Quarterly- Run listing eligible associates for the 401-(K) open enrollment
Special projects as assigned.
January 2008- September 2011
Personnel Clerk
Bass Pro Shops, Springfield, MO
Input insurance enrollment forms and answer benefits questions.
Input new hires ( all SPFLD, IFC), Input termination, process tax deductions changes, and address changes.
Process 401-(K) loans ( all companies), 401-(K) changes for payroll deductions ( all companies), filing.
Update benefit cost spreadsheet, process weekly check register, pay invoices-drug screens, background checks, etc.
Monthly-pull pay sheet for next review and send out to department managers. First of the month run insurance reports to pay premium- medical, dental, life and LTD, stop loss etc.
Quarterly- Run listing eligible associates for the 401-(K) open enrollment
Process unemployment claims
December 2003 – December 2007
Administrative Assistant
Irvine Campus Housing Authority, Irvine CA
Customer service, rental contracts, renewing contracts, and updating files.
Assist with maps of the surroundings areas and shopping centers.
Input repair request in File Maker pro, dealing with contractors, input when the work is done in the programs access.
Collect rental deposit and processing fee. Reimbursement security deposit and log in furnished rents.
Attended group meetings and interviews potential candidates.
April 2000 – December 2001
SBA Loan Process/ Secretary
Fullerton Community Bank Fullerton CA
SBA Loans Documents
Copy files, customer service marketing
Audit files and ordered credit reports
EDUCATION
Masters of Human Resource Management- In Progress (graduate July 2019)
Fitchburg State University
BS in Psychology April 2009
University of Phoenix, Phoenix AZ
AA in Liberal Arts May 1999
Riverside Community College, Riverside CA
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