Project Manager Customer Service
Resume:
Rafael Tellez
Desoto, Tx *****
**********@*******.***
Qualifications:
Call Center Management complemented with Workforce Management and Quality Interaction Analysis experience
Benefit Administrator Management
Benefit Management of client health and welfare programs
Project manage Benefit Center new client implementations
Team player, innovative, excellent communication and facilitation skills
Strong analytical, problem solving & decision-making skills
Ability to prioritize and complete multiple, complex tasks
Maintain and build client confidence and relationship
Self-starter with demonstrated ability to work well independently or in a team environment
Excellent organizational & time management skills
SAP, PeopleSoft, Siebel & Benefit Workstation
Solid personal computer skills with a working knowledge of MS-Office Excel, Word, PowerPoint
Bilingual English/Spanish
HIPAA Certified
Employment:
Mercer – Client Services Team Leader 03/12 – 12/13
Manage the day-to-day and development of 8 Benefit Administrators. Responsible for the successful delivery of human
resource outsourcing services to clients with active and retiree populations of 120,000+ participants. Partner with
onshore and off shore departments on continuous client benefit administration improvement initiatives Evaluate client
contract agreements to ensure all scope of work is being handled accordingly and within service levels agreements.
Collaborate with insurance carriers to resolve benefit eligibility and claim advocacy issues. Oversee all federal & state
requests such as Medicare Secondary Payee, Qualified Medical Support Order, and Qualified Domestic Relations Order
& State Information Letters. Assign and monitor benefit case management service requests and ensure all cases are
completed within scope. Manage client benefit escalations via Outlook designated inboxes. Project manages ongoing
and annual benefit communications to participants. Conduct quality reviews on ongoing processes from the team such
as; SAP demographic updates, life event processing, carrier updates, proof of eligibility, subpoenas & life insurance
verifications. Perform daily, monthly and annual performance reviews of Benefit Administrators to ensure business
expectations are met and employee morale and confidence is high. Participate in weekly meetings with Benefit Center
and Client Service Team Leaders. Interview, hire, terminate and train new Benefit Administrators & Analysts. Serve as
a subject matter expert on client plan rules and procedures as well as internal systems and processes. Provide ongoing
audit support on SSAE 16 audits. Participate in monthly client out of scope billing and invoicing.
Act as a support driver for other Team Leaders during peak times and or during employee relation issues.
Mercer – Sr. Workforce Management Analyst 11/09 – 03/12
Analyze and develop call volume, handle time and productivity forecasts in a multi-site Benefit Outsourcing Call
Center with 600+ Participant Service Representatives utilizing IEX. Determine call center staffing requirements by
analyzing call volumes, aht, staff productivity, upcoming business events and other call driver trends. Develop efficient
staff schedules that achieve business goals such as aht, asa, and service levels. Maintain staff performance by
monitoring real time adherence and call volumes. Adjust and reallocate staff resources during peak times utilizing
Cisco telephony software. Work directly with Call Center Directors on a daily/weekly basis and discuss tactical forecast
aht, call volumes, & staffing/recruiting needs. Participate in forecasting and planning for over 60 client annual open
enrollments. Participate in a daily exception conference(s) and update IEX Total View with agent phone exceptions.
Approve and deny all agent vacation requests based on availability and business needs. Act as a Project Manager in all
new client implementation/acquisitions across four benefit center sites and assure 100 percent completion of all tasks
assigned to Scheduling, Forecasting and Telephony Analysts, prior to go live date. Collect, analyze and prepare
daily/weekly/monthly reporting to the business ranging from shrinkage, service levels, aht, call volume trends,
adherence, staffing, quality evaluation scorecard and open enrollment reporting. Act as tier 1 for most call center
related technologies; Provide access point for problem escalation and report to tier 2, follow-up, and insure resolution
for issues. Create contact types, management units, agent profiles and act as an administrator for IEX Total View.
Support the Benefit Center by creating agent profiles in NICE and ensure all representative interactions are recorded.
Locate and recover historical calls from data tapes utilizing call loggers utilizing previous NICE versions. Educate and
train new managers and senior representatives on IEX, NICE Perform and workforce management policy and
procedures.
Mercer - Participant Services Supervisor 11/06 – 11/09
Responsible of managing an HR Outsourcing Benefit Call Center of a minimum of 10 and up to 20 Participant Service
Representatives in handling multiple client Define & Health Benefit inquiries such as; data management, life events,
benefit eligibility & enrollment, pension commencement, benefit carrier discrepancies, payroll deductions, annual
enrollment and other HR support inquiries. Serve as the key resource for day-to-day business and ongoing issues with
internal and external contacts (HR Managers, HR Generalist, Benefit Administrators, Carriers, etc.) Act as a resource
to the team and provide proactive training sessions to ensure employee knowledge is parallel with the HR Industry and
ensuring staff is consistently aware of all client plan changes. Maintain HR Benefit Center Service levels by monitoring
real time call statistics (call volumes & aht), associate schedules and schedule adherence by utilizing Cisco Web View
& IEX Total view. Establish relationships with internal client services teams to ensure all client requests and
expectations are met. Participate in client annually/quarterly/weekly meetings and conferences via phone and site
visits. Conduct performance evaluations, progressive counseling and career development discussions with all
associates. Perform monthly quality evaluations utilizing NICE to ensure client, Mercer & HIPAA guidelines are
followed during participant phone interactions and provide timely constructive feedback to associates. Identify
productivity and talent of workforce to successfully delegate tasks to ensure accuracy and completion such as;
employee death claims, caller follow ups, manual carrier updates, client mail outs and other miscellaneous duties. Skill
& re-skill Benefit Specialist during low and high peak times and ensure all associates are taking calls, assigned to the
correct queues and are in the correct login/aux codes. Interview, hire and train new representatives and supervisors.
Assist in new client implementations to the Benefit Center platform by creating service center requirements; obtaining
& documenting client specific benefit information, learning and educating staff members.
Home Depot – Call Center Supervisor 6/2006 – 11/06
Oversee and monitor daily activities of 22 Order Writing Call Center Associates. Monitor daily performance of
associates according to Performance Management Objectives. Interact with 320 Home Depot stores, installers and
vendors as needed and resolve escalated issues to increase sales. Conduct Kronos & Blue Pumpkin reports and verify
associate’s phone and timecard adherence. Monitor Director for inconstancies with phone aux codes and daily phone
logins to provide excellent customer service and maintain an 85 % service level. Record, track and evaluate quality of
inquiry handling utilizing NICE. Provide daily coaching to associates as needed and provide clear, factual and timely
constructive feedback. Develop and implement new ideas/plans to improve flooring order writing functions. Prioritize
and complete floor orders due to a 24 hour turn around time in accordance with customer agreements. Create summary
reports to reflect completion of orders and/or work. Update associates with new policies and procedure changes.
Develop and provide product knowledge training classes to improve quality in floor order writing. Maintain attention to
detail over an extended period of time or during periods of distractions during high peak times. Communicate and
respond in a timely manner to a high volume of daily emails (60+) utilizing Microsoft Outlook from Site Directors,
Call Center Managers, Store employees, Workforce and other business partners. Attend daily management meetings in
regards to quality, sales, outreach store calls and performance metrics.
Education:
Dallas Community College - Completed 60 Credited Hours
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