Customer Service Management

*********@*****.***

Sandy Guerrero Tel: 847-***-****

Communications Management/Technical Support/Quality Assurance

CAREER SUMMARY

**** - **** ******* ******* *******/ Marsh & McLennan Company

2013 - 2014 Project Coordinator/Telecom management, Inc.

2010 - 2012 Quality Assurance Analyst/ Automated Health Systems

2009 - 2010 Tier 2 Helpdesk/ AT&T

RESPONSIBILITIES & EXPERIENCE:

Pension Benefit Analyst / Marsh & McLennan 2014 -2014

• Advice and answer questions from former employees and management on interpretation of policies and procedures.

Assist with claims issues as needed. Process death benefits.

• Performs benefit auditing activities on daily basis. Analyzes former employee records and adjusts records

accordingly to accurately reflect coverage and plan design.

• Partners with management with Annual enrollment process including initial drafting/updating of employee

communications, coordinating pension plan automation, and works closely with the them to streamline benefit

changes and updates.

• Updates pension benefactors with policies for all cash out and defined contribution plans.

• Answers employee 401(K) plan questions and is the liaison with plan carrier to troubleshoot issues and streamline

administration.

• Provide letter for pension benefits justification and verification.

• Support management with special projects and mailings.

Project Coordinator/ Telecom Management, Inc. 2013 - 2014

Technical Support Department

• Project Management - Interact with fortune 500 companies, carriers and project managers to keep project

information flowing to allow timely completion of new installs, upgrades or maintenance contracts.

• Act as primary point of contact for all incoming calls.

• Manage multiple-functional tasks in a very fast-past environment.

• Technical support for SHORETEL, NEC AND SAMSUNG phone systems.

• Onsite training on SHORETEL, NEC and Samsung systems.

Quality Assurance Compliance Analyst/Automated Health Systems 2010 - 2012

Call Center Operations Management

• Maintain and update all processes and correspondence including recruitment forms, provider flyers, and

mailings and/or faxing recruitment materials.

• Develops, maintains and updates all documents regarding PCP enrollment including applications,

enrollment and certification documents, address, code requests, withdrawals, update all practice changes, etc.

• Provides proactive training to customer service representatives throughout the facility.

• Monitors inbound/outbound calls for training purposes.

• Outlines requirements for all Illinois Client Enrollment Broker staff designed to ensure quality of call

center operations.

• Refers Customer Service Representatives for (CDA) Corrective Disciplinary Action to Management.

Tier 2 Helpdesk, AT&T 2009 - 2010

Manage Customer Service

• Create and tracked AOTS/CTS and other web based ticketing systems for switch work to dispatch technicians or

field engineer’s onsite. If site needed to be taken down, then I’d schedule after hours maintenance.

• AOTS requests switch work. OMC would generate internal tickets to be cross referenced with AOTS for dispatch.

If issue not resolved, then escalations to upper management.

• Facilitate planning for new, existing or relocation of line offices.

• Provide ongoing maintenance & support of existing telecommunications services.

• Collaborated & openly discussed issues in a way that brings out the best thinking, attitude & performance in the

Telecom Team & others.

• Maintain communication services with local & long distance providers.

(Contract) Helpdesk Support, Alexian Brothers Hospital 2009 – 2009

Helpdesk Support- IT Department

• Participated in network wide centralization of current network environment into Active Directory.

• Network wide virus sweeps, diagnostic runs.

• Detech/patch and eradicate current network threats.

• Re-imaging Dell PC’s, Win XP installs.

• Troubleshoot and Set-up Network printers.

• Wall to Wall Asset Audit Project for their IT department.

(Contract) Jr. Network Administrator/Catalent Pharma Solutions 2009 – 2009

Network Support/IT Department

• Resolutions of helpdesk tickets.

• Support Microsoft suite and network issues for companywide end users.

• Re-image desktops/laptops, replace hardware, format drives.

• Fresh installs.

• Replace server drives.

• Configure network printers.

TRAININGS

• Cisco ICM/ICR (Intelligent Call Manager/Routing) Training

• Avaya Call Management System (CMS) 5000 Agents worldwide Training

• AT&T Route-It and Network Call Attempt Monitor Training

• Cisco pix training

ACADEMIC QUALIFICATIONS

• BS in Technical Management, DeVry University, Addison, IL

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