Customer Service Training

*** ********** *****, *********, ** *****, 309-***-****, **********@*****.***

Carla Johnson

Objective

Administrative position with focus on Client Relations/Customer Service/Defined Benefits and/or Health and Welfare Benefits

Experience

November 2011- Present Mercer HR Dallas, TX

Benefit Administrator

Initiate participant calculations

Maintain and update payment processing procedures

Review pension elections forms and supporting documentation for completion

Prepare written communication for participants regarding over/under payment issues

Handle escalation cases and provide updates to the client in a timely manner

Research error calculations and make the necessary corrections

Divide benefits according to the Qualified Domestic Relations Order (QDRO)

Maintains understanding of technical aspects of benefit plan administration

Interacts with external consultants on benefit plan administration

Assists in the development of benefit training and education materials

Answer complex questions from HR staff on benefits-related issues

Process disability cases and send approval/denial letters

Query reports for monthly processing

Create Processing Guides for quality improvement, development and training

Six Sigma Yellow Belt Certified

April 2011-September 2011 Onesourcevhr Euless,TX

Benefits Specialist

Assisted in health and welfare enrollment

Provided professional and timely service to internal and external customers via telephone, email and in person.

Participated in implementation of new clients

Processed benefit related changes

Resolved benefit administration services issues with internal staff and vendors.

Educated employees regarding benefit programs, plan features and eligibility

Participated in Open Enrollment planning and implementation

October 2008-April 2011 Mercer HR Dallas, TX

Participant Services Representative

Assisted multiple clients with employee HR inquiries related to defined benefits and/or health and welfare benefits

Team lead for client/team communications

Handled employee escalations and followed up with the client regarding case resolution

Trained and managed new employees during Open Enrollment

Handled ongoing training regarding client plan changes

Created and implemented client process flows to minimize errors and to increase first call resolution

October 2005-September 2008 Caterpillar OEM Peoria, IL

Customer Requirement Coordinator

Assisted with customer orders, provided pricing and availability of parts

Monitored orders to ensure shipping deliverables were met

Invoiced orders that have been shipped and provided tracking information

Managed forecasting for all open orders and future orders

Education

August 2011-May 2013 Brookhaven College Farmers Branch, TX

Associates

Criminal Justice

References

References are available on request.

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