Operations Specialists

Talonda C. Cowan

**** ***** **. #*, ******, IL **031 Cell: 224-***-****: *************@*****.***

Professional Summary

Performance focus team player with particular expertise in customer service, working well under pressure and detail oriented. Advanced experience in benefits coordination and administration.

Work Experience

Mangrove – Vernon Hills, IL November 2013 - Present

Account Manager Coordinator January 2015 - Present

Providing administrative and creative support to the Project Managers and Account Managers ensuring the benefit campaign is developed and executed in an efficient manner.

Benefit Operation Specialist December 2014 – January 2015

Processing Flexible Benefits and COBRA enrollments/termination/changes, client’s renewal updates, along with a variety of data entry while meeting customers and company expectations for quality and timeliness. Assist with notifications to employee, former employees and retirees of changes in benefits and or rates. Compose correspondence to clients, scanning and filing completed work to include operation support for multi-million dollar companies i.e. Nikon, Perdue, Universal Orlando, Phillips etc. Communicate to Operations Support Team Lead quality or service concerns.

Customer Care Tier 1 Team Lead April 2014 – December 2015

Mentoring and motivating team members within the call center, monitoring the call que to assure all calls are being answered in a timely manner. Assisted COBRA participants with benefit questions, enrollments, verification of eligibility and account balances. Assisted Operations department with processing FSA substantiations.

Customer Care Tier 1 November 2013 – April 2014

Assisted COBRA and FSA participants with benefit questions, enrollments, verifying their eligibility and account balances within call center environment. Educated employees on Health Care Reimbursement Account/ Flexible Spending Accounts and Dependent Care limits and procedures, in addition to Educating COBRA participants on federal guidelines and procedures.

Violent Interrupter January 2013 – November 2013

Cease Fire – Waukegan, IL

Assist (part-time) community leaders on prevention of gang violence by speaking at various community events and schools for at risk kids regarding gang intervention, mentoring and life skills. Cultivate the values of Cure Violence within the organization for staff and our volunteers.

Lake Shore Academy – Waukegan, IL September 2004 - December 2012

Clinical Support September 2011 – December 2012

Accountable for daily teacher aid placement and classroom transitioning during school hours. Provided continuous clinical support to students in Crisis Intervention Behavioral Room (CIBS) by furnishing incentives and instructions on how to prepare proper goals for the next step of transitioning into future career paths. In addition, assisted in giving insight on how cope with different behaviors in a learning environment and channeling anger. Conferred with parents in cases of crisis, emergencies and general feedback regarding student’s progress and responsible for transport of 10 students via van route.

Teacher Assistant September 2006 - September 2011

Assisted multiple teachers in management of classrooms of 10 behaviorally disorder children (grades 1 through 12). Prepared, adapted and maintained materials (including academic materials) for use in classroom while keeping classroom in order. Prepared report cards and presented information to teachers and clinical staff at meetings regarding academic behavioral/social progress. Coordinated and communicated with teaching staff regarding awareness of students in the program and their social interaction with each other.

Administrative Assistant September 2004 – September 2006

Responsible for full range of administrative duties for Menta Group Special Education System of Lake County consisting of the following: Tracking student attendance, breakfast and lunch program, monthly student billing, account payables, account receivables, payroll and purchasing of supplies.

Hewitt & Associates – Lincolnshire, IL February 2003 - August 2004

Benefits Representative/ Admin Support Representative

Handled incoming calls for the service center, executed customer issue resolution and ensures that proper documentation and follow up took place. Supported client manager in researching client escalation and executed the maintenance of customer service desktop tools including SOP. Enrolled health and welfare participants in their medical plans, also enrolled participants in 401k and flexible spending/ health care reimbursement account participants, and updated on new procedures and guidelines. The retrieving of inbound calls funneled through the benefits center concerning various claims, insurance issues and court orders. Responded to questions and assisted participants with pension claims. Responsible for entering medical child support orders, court orders, state agency orders and termination of all medical coverage for dependents as a member supporting the Qualified Medical Child Support and Qualified Domestic Relations Teams.

Associated Research – Lake Forest, IL

Administrative Assistant/Sales Support March 2002 to January 2003

Marketing support for various sales reps that service both International and our Eastern customer base. Providing any pricing, availability of inventory, quotes in addition to lead times. Resolved invoice and pricing disputes. Processed expedited orders and assisted customers with inquiries and returns.

Education

College of Lake County Grayslake, IL

Associates of Arts December 2015

University Parkside Kenosha, WI

Bachelors Criminal Justice – December 2017(Expected Graduation)

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