Customer Service Insurance

MELISSA RAPP

**** ********* ***** ***** **********, OHIO 43110 614-***-**** ************@*****.***

HUMAN RESOURCES

Customer Service Teamwork Communication

Positive Attitude Attention to Detail Organization Analysis

Helped Nationwide Associates and Retirees resolve problems related to FMLA, RIF,

insurance, paid time off, etc. quickly and confidentially, escalating issues as needed.

Investigated benefits concerns on a confidential basis, and worked with Nationwide

Associates and management to resolve issues successfully.

Coordinated Nationwide’s educational assistance program, working with academic and

professional institutions, helping internal departments maximize their training budgets,

training Associates and paying $10+ million annually in claims.

Software skills include:

Microsoft Word Excel PowerPoint Outlook PeopleSoft HRIS

PROFESSIONAL E PERIENCE

NATIONWIDE MUTUAL INSURANCE COMPANY 1996 – 2013

BENEFITS ANALYST 2011 – 2013

Coordinated the transition of Nationwide’s educational assistance program to an outside

vendor, and supported ongoing contracts with other medical, dental and vision benefits

vendors. Facilitated issue resolution across departments and provided reports to leadership.

Worked with ADP to develop the systems required for a successful transition, including

extensive documentation (presentations, test plans, taxation issues, process diagrams, etc.).

Reviewed discrepancy reports and resolved enrollment issues.

BENEFITS ANALYST, EDUCATIONAL ASSISTANCE ADMINISTRATOR, COMMUNICATIONS TECHNICIAN,

BENEFITS COORDINATOR 1996 – 2011

Processed claims for Nationwide’s educational assistance program and helped Associates

resolve concerns related to FMLA, RIF, insurance, retirement, paid leave, etc. accurately and

confidentially. Facilitated training offered by professional organizations on-site.

Verified, tracked and paid more than 9,000 requests for tuition reimbursement annually.

Answered questions, processed enrollments/changes and escalated concerns as needed for

36,000+ active Associates and 6,000 Retirees across the United States.

Investigated unusual requests/policy issues with discretion, working with Associates and

management to communicate decisions and resolve concerns.

Communicated educational assistance policies and professional training opportunities from

LOMA, AICPCU and the American College to new and current Associates.

Administered on-site examinations, tracked credits and coordinated the travel of Associates

and their families to off-site annual meetings of these professional organizations.

EDUCATION

M.A. in Political Science Bowling Green State University

B.S. in Agricultural Communications The Ohio State University

Professional in Human Resources

Contact this candidate