Thomas Welsh

Sr. Coordinator Workforce Management - NYSOH Marketplace Call Center

Albany, NY 12204

aczfmu@r.postjobfree.com - 518-***-****

• I am a hardworking and extremely driven individual with capabilities that span across a variety of trades and professions. I am able to work well in diverse environments both individually and in a group setting, depending on what is required of me. My past history with the military has taught me dedication, determination, discipline, and leadership abilities, which I find to be extremely useful in the work field. Thank you for taking the time to look over my application and résumé and I look forward to working with you in the future. Authorized to work in the US for any employer

WORK EXPERIENCE

Sr. Coordinator Workforce Management

Maximus Inc - Albany, NY - September 2016 to Present Adjust schedules, Time Management, correct adherence. Call Center Team Leader

Respond to NYSOH Marketplace Call Center - December 2014 to Present inquiries and complaints received by telephone and web portal using applicable reference materials to answer inquiries and resolve complaints

• Serve as a Subject Matter Expert to fellow team members; handles escalated calls

• Educate callers about the Affordable Care Act, NYSOH Marketplace Call Center eligibility screening, application, complaints, claims, exemptions, appeals, and enrollment procedures, and provide information on eligibility determinations

• Provide information and assist with comparison shopping and other self-service tools as appropriate

• Refer consumers to brokers or navigators or other consumer support resources as appropriate

• Assist brokers and navigators with inquiries and eligibility and enrollment issues

• Record all inquiry and complaint resolution information in the CRM

• Maintain up-to-date knowledge of all program information, policies, and procedures

• Remain courteous, helpful, and sensitive to consumer needs at all times and maintain consumer confidentiality

• Perform other duties that may assigned by management

• Efficient with coaching and training representatives on assisting consumers

• Proficient in researching Oracle Knowledge for answers within work instructions and fast alerts

• Very adaptable and approachable

• Cross trained NYSOH individual and SWCC

Consumer Service Specialist IV

Maximus Inc - Albany, NY - August 2014 to December 2014

• Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services

• Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken

• Follow standard operating procedures to ensure consistency and accuracy

• Address customers inquiries and resolve problems to ensure that appropriate changes are made

• Refer unresolved customer grievances to designated departments for further investigation

• Communicate with supervisor regarding any potential needs or concerns

• Perform data entry accurately

• Perform other duties as assigned by management

• Proficient with webchat, NYGOV.ID password reset

• Extremely efficient with processing tasks

Consumer Service Specialist

Maximus Inc - Albany, NY - February 2014 to August 2014

• Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services

• Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken

• Follow standard operating procedures to ensure consistency and accuracy

• Address customers inquiries and resolve problems to ensure that appropriate changes are made

• Refer unresolved customer grievances to designated departments for further investigation

• Communicate with supervisor regarding any potential needs or concerns

• Perform data entry accurately

• Perform other duties as assigned by management

Store Manager

Shi by Journeys - Albany, NY - January 2013 to August 2013 Utilized customer service, organizational, and communication skills, met and exceeded sales goals and performance requirements anywhere from 25%-75% over what was required, created schedules for multiple employees, trained employees on how to use computer system and POS system, often handled shipments which required receiving merchandise and processing outgoing shipments, led my team effectively and efficiently, while also ensuring that my team did not experience a negative environment while at work and had fun/enjoyed working together as a team to meet our personal and store goals Customer Service Representative

HealthHelp - East Greenbush, NY - October 2011 to April 2012 Assisted physicians and hospitals in obtaining prior authorizations from various insurance companies for patients requiring radiological procedures, training complied with federal privacy requirements for HIPAA and covered medical coding, jargon, and various different aspects of working within the healthcare field Roof installation specialist

J&G Roofing - Albany, NY - October 2007 to October 2011

• Interacted with customers to give estimates for specific projects, customer service, removed and replaced roofing, siding, and frames, and ability to reset foundations

• Worked in a diverse setting with multiple people and was actively able to maintain a leadership role and provide direction to the rest of my team

Generator Mechanic

Generator Mechanics MOS - Aberdeen, MD - July 2006 to October 2006 Trained on repair and maintenance of 1k, 5k, 10k generators, close-quarters combat training Basic Training - Ft. Sill, OK 05/2006-07/2006

• Ability to perform basic medical treatment during combat, leadership via positions of squad leader and platoon guide, marksmanship weapons training, physical training, and training to ensure the understanding of different positions and how to find a job or career once leaving the military EDUCATION

High School Diploma in Auto Mechanics Service Apprentice A & C Oneonta Job Corps Academy - Oneonta, NY

April 2002 to September 2002

MILITARY SERVICE

Service Country: US

Branch: United States Army National Guard

Rank: PVT

May 2007 to May 2015

ADDITIONAL INFORMATION

• Mechanical abilities, leadership abilities, customer service expert, technical proficiency in MS Word, PowerPoint, excellent interpersonal, research, communication, and organizational skills

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