Customer Service/Benefits administration

Johnny M. Robinson

**** ******** ***** *********, ***** Carolina 28210

p: 704-***-**** e: **************@*****.***

EXPERIENCE

Benefits Operations Administrator, AonHewitt, Charlotte, NC

January 2012 to Present

. Research and reconcile complex employee benefit issues including

client-escalated issues and formulate resolutions & recommendations

by analyzing and applying client plan provisions and best practices

for client employee base of up to 80,000 or more

. Counsel employees on Health & Welfare benefit eligibility and the

effects of employment status changes

. Manually perform benefit status changes and complex calculations

that are not automated including payroll, direct billing premium

adjustments & refunds and reconciling the weekly Payroll Kickout

report

. Assist in performing testing and maintenance of employee relational

database for functionality and defects

. Maintain working knowledge of client plan provisions and business

requirements reaching out to the client and/or vendors for

clarifications as needed to resolve daily issues such as status

changes, life events and more

Senior Healthcare Customer Service Rep

November 2009-January 2012

. Field incoming calls from client employees about benefit and payroll

related questions and identifies and resolves the customer's issue,

and anticipates future needs by explaining/suggesting additional

information as needed

. Multitask daily between incoming calls by researching and following up

on complex issues via Siebel based case management queue, monitoring

online web chat queue, act as on floor supervisor taking supervisor

calls on request as well as field life benefit calls guiding callers

thru the death reporting process of employees and/or dependents

Graphic Designer Intern, Enventys Creative Marketing, Charlotte, NC

January 2008 to June 2008

. Participate in product naming and idea brainstorming sessions for

Everyday Edisons product line

. Assisting Creative Department Designers daily with editing and

updating various design projects

. Assisting with editing and updating of design projects for other

departments including PR

. Mounting various works and building mock packaging for presentations

. Create and update graphic standards and logo styles for Everyday

Edisons product inventions line

Post Closing/Appraisal Coordinator, Transunion Settlement Solutions,

Charlotte, NC April 2005 to Sept 2007

. Contacted daily & cultivated rapport with lenders, appraisers,

closing agents & notaries via phone while reports were in process

and requesting revisions and/or corrections as needed

. Reviewed and processed post-closing documents received from lenders,

closing agents, & attorneys

. Monitored work orders in case management database until appraisal is

completed and received

. Reviewed sales contracts and title work for accuracy

Senior Retention Specialist, Sprint Customer Care Center, Charlotte, NC

July 1999 to July 2004

Senior Retention Specialist duties:

. Reduced customer churn by resolving complex issues and maximized

customer benefits by account analysis

. Handled escalated issues with upset/irate customer

. Cross-sell additional wireless services and products

Team Leader duties:

. Supervised 15-20 inbound call center customer service representatives

. Analyzed daily, weekly, and monthly reports for employee assessment

. Coached and counseled employees on performance/customer interactions

EDUCATION

Bachelor of Fine Arts Degree in Graphic Design with a minor in Art History,

Cum Laude, University of North Carolina at Charlotte, Charlotte, NC, May

2008.

Associate of Science Degree in Art, Central Piedmont Community College,

Charlotte, NC, December 2005

Associate of Science Degree in Travel Industry Management, Mountain State

University, Beckley, West Virginia, December 1992

SKILLS AND ABILITIES

I am computer and internet savvy on both MAC and PC platforms; proficient

in Microsoft Office; working knowledge of Sharepoint, PeopleSoft, Maestro

and Siebel; fluent in Adobe Illustrator, Photoshop, and InDesign design

applications;

Seeking a self disciplined professional for a long term, full time

position as a benefit coordinator. Working with labor unions, credit

unions, and associations. Benefit coordinators simply educate these members

of the union that request information about the benefits available to them

through their union association. There is no cold calling or unsolicited

door knocking in our environment. We have a relationship already formed

with our clients through the relationship we have with our unions and

associations. After 90 days you are eligible for health benefits as well.

Interviewing this week feel free to contact to schedule an interview with

Mr. Cook.

Contact this candidate