Customer Service High School

Cheryl Yearwood- Fargo

**** ***** ***** **** *********, GA 30294 678-***-**** **********@***.***

OBJECTIVE

Effective team player capable of maintaining a high level of customer service with minimum supervision and a

willingness to further enhance my skills through education and training.

Alpha Staff, Atlanta, GA Benefits Representative May 2013 –Present

Explain complex policy and coverage information in easy to understand terms to clients and plan participants

Communicate and coordinate plan changes, open enrollment and acquisition integration of benefit plans for new and

existing clients and plan participants

Answer, research and respond to internal and external benefit inquiries. Work with designated carrier representatives

to resolve complex benefit issues including but not limited to eligibility discrepancies, claim payments, QMSCO, FSA

administration and benefit plan interpretations

Ensure all benefit related documents are thoroughly reviewed, completed and processed in a timely manner

Assist with various projects and assignments to continuously improve departmental efficiencies

Conducts audits as necessary. Communicates programs with clients and plan participants, reconcile monthly

statements for various benefit plans

ADP Total Source, Alpharetta, GA South Region Benefits Representative January 2006 - Dec.2012

Client visits for annual open enrollment selections

Provided administrative and benefit support for approximately 200 clients by phone and e-mail

Identify opportunities define problems and recommend solutions for external client contacts

Process adjustment of monthly benefits bills to clients

Administer benefit eligibility tracking, including preparing enrollment packets, keying new hires

Processed Life and Disability claims, enrollments and benefits changes in HRIS system

Maintain knowledge of laws related to employee benefits, including section 125, FSA, COBRA HIPPA and FLMA

Solve escalated employee and client issues through a case management system

ADP Benefits Services, Alpharetta, GA Client Services Representative I/II August 2001- January 2006

Resolved issues from Client Service and Solutions Center and updated participants’ records as needed

Provided phone support via call queue for FSA and COBRA continuants as needed for escalated calls

Processed subsidy and severance information from high volume clients and dispatched cases to the research queue

Educate customers of requirements surrounding COBRA law

Mentor new hires while handling high profile clients such as Chevron and Verizon

Was accountable for maintaining 96% monitoring scores and updated medical eligibility

EDUCATION

Office Accounting Specialist, Certificate of Credit DeKalb Technical College 2008

Flint Northwestern High School, Diploma

SKILLS & TRAINING

MS Office, Clarify, CASPRO, SAMS, ADP Enterprise Version 4, Tec Inside Benefits Systems, ADP with HR Profile,

CSS Reporter, Internet Applications, Travis and MBI Systems

Microsoft Office Suite Training January, 2013

Basics of HSA & FSA January, 2012

Open Enrollment (OE) My Core/My Life/View Contributions/Tool Review January, 2012

Medical Healthcare Reform & Loss Ratio March 2012

Time Management July, 2011

VOLUNTEER EXPERIENCE

Communities in Schools, Reading is Fundamental Program January, 2013

Adamson Middle School January, 2013

Hands on Atlanta January, 2008 – Present

References Available Upon Request

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