Customer Service Manager

JULIA WALLS-LUCKETT

Lebanon Junction, KY ***** 502-***-**** *********@*****.*** LinkedIn

CAREER OBJECTIVE:

Obtain a position utilizing my varied experience. I am results-oriented and initiative-driven management professional with 10+ years of experience in benefits administration, claims processing, computer applications, customer service and provider relations who excels in forming collaborative working relationships, team building, and talent development. Ability to thrive in challenging, deadline-driven environments and focused on always exceeding organizational goals.

WORK EXPERIENCE

DOLLAR GENERAL

Store Manager Feb 2019 – Present

Responsible for all day to day human resource duties of Store including but not limited to: hiring employees, ensuring employees were trained, completed all onboarding safety courses and updated courses required for updated safety requirements. Trained staff in all areas from stockers, cashiers and assistant managers to ensure store operations was covered efficiently 7-days a week

Managed weekly budget and schedule based on hours and payroll dollars, ensuring timely submission and correct processing

Managed vendor check ins and product management for inventory accuracy.

Responsible for ordering and tracking all store inventory of products and scheduling of staff to allow for stocking prior to store daily opening

Completed quarterly store inventory

Increased store profits by monitoring and improving shrink percentages

BLUEGRASS CANNACEUTICALS LLC HILLVIEW, KY

Office Manager Aug 2018- Nov 2018

Established office from ground up: including setting up payroll, banking, billing, taxes and all HR functions.

Responsible for weekly payroll for all employees. Completed all payroll changes including raise increases taxes, terms, and adds.

Input entire year from company startup of Payroll and Business bank statements. Reconciled accounts in order to obtain accurate profit/loss reports for tax purposes and several other reports.

Completed Inventory of all company products and input into QB to allow tracking of inventory and pricing which allowed accurate tracking, pricing, inventory, and reporting.

Responsible for Marketing and advertising. worked with radio stations, better business bureau, face book, face to face events, and marketing companies in order to market products for the company.

Planted, Harvested, and extracted the plant.

Worked in the lab and developed products organically and invented new products to bring in more business.

AUTOMATIC DATA PROCESSING, LOUISVILLE, KY

Implementation and Human Capital Management Consultant, ACA Implementation Specialist 2015 – 2018

Provide in-depth consulting services, using advanced functional knowledge, and advanced product expertise to manage implementations consistent with Total Client Experience solution delivery.

Collaborate with clients to analyze existing systems, policies and procedures in connection with client business objectives; apply industry knowledge, using sophisticated functional and product expertise, to optimize configurations and utilization. I recommend modifications to client systems, policies and procedures to further business and implementation objectives.

Interpret and explain human resources policies, procedures, laws, standards, or regulations.

Coordinate with other ADP departments and work as part of an integrated team to address and resolve product, service and client-relations issues that implicate the overall framework, quality and standards of implementation services, and the development of new/revised approaches and techniques. Until the client is transitioned to ADP’s Client Service organization following implementation, manage the client relationship and client experience.

Managed Health and Welfare benefits; distributing precise medical, life, dental, 401K, and ACA benefits reporting and processing to payroll.

Lead monthly team meetings regarding cultural issues and improved relations within the organization as member of the Improvement Committee.

Expertly verified medical benefits were in place for client employees prior to implementation; developed and implemented a training process guide for educating new representatives.

Prepare employee schedules and ensure no unauthorized breaks in service to clients by adjusting or re-scheduling staff; maximized fill ratio through continuous work and calls to employees to ensure open shifts are filled.

Maintained effective communication with multiple remote locations and clients across the United States.

Developed and maintained positive rapport with staff members and clients; projected positive, concerned and professional attitude towards clients as well as all staff and internal departments.

Consult with clients and respond quickly to benefit related inquires; resolve client complaints in a timely manner

Work multiple work streams simultaneously for each client efficiently; work closely with ongoing team members and provide information from vendor for specific requests to include rate changes, carrier structures and payroll schedule and Cobra

Managed effective rotation taking calls with clients as well as other staff working remotely.

Consulted with clients to seamlessly and successfully implement the Affordable Care Act across their organization; analyzed current systems, interfaced requests and business procedures through applying broad knowledge in order to recommend resolutions to the client when applicable.

Collaborated with associates across sales and customer service divisions to exchange routine information with members of client project team, including priorities, timeliness, and potential issues in order to anticipate problems and ensure success with minimal impacts to the client’s day-to-day operations.

Accomplished the migration progression to multiple system platforms with multiple clients from the identification of proper clients until successful transition.

Trained and equipped the client to process payroll and with accurate reporting on 1094/1095C forms.

Recorded client data into all relevant system to align with IRS regulation to ensure that all employees and employers receive accurate reporting information on their 1094/1095C forms within prescribed timelines.

HUMANA CARESOURCE, LOUISVILLE, KY

Provider Network Manager and Senior Provider Representative 2013 – 2015

Collaborating with high profile providers in order to develop and maintain positive relationships with the provider community by communicating administrative or programmatic changes and facilitating the resolution of provider issues.

Conducted negotiations with providers to build and maintain a cost effective, accessible provider network.

Researched, analyzed and recommended resolution for contract dispute, non-routine claim issues, billing questions and other practices.

Provided up to date claim statistics and supported accurate payment and loading of fee schedules.

Delivered seminar luncheons to groups of 500+ to support the understanding of managed care policies and procedures.

Conducted annual site visits to guarantee contractual procedures are monitored and continuity of care is practiced for PHP members.

Successfully collaborated on special projects to correct bulk errors caused from inappropriate billing or original processing; investigated and resolved provider inquiries and grievances in an empathetic manner

EDUCATION

INDIANA WESLEYAN UNIVERSITY, IN

Associates of Business Administration and Management, 2016

CERTIFICATIONS & LICENSES

Certified Healthcare Reform Specialist (CHRS)

REFERENCES FURNISHED UPON REQUEST

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