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WAYNE M. HAMPTON II

** ********* ****** ******, ** 29150 646-***-**** ad1nzh@r.postjobfree.com LI: Wayne Hampton PROFILE SUMMARY

Motivated, diligent, and customer-focused professional with over 20 years of progressive experience delivering quality customer service across myriad industries across various environments with a sharp focus on developing and implementing process improvements to drive customer satisfaction and company growth. Highly adaptable to any customer service environment with extensive expertise in Medicare and Medicaid guidelines, coordination, advantage plans, credentialing, fingerprinting, benefits administration, onboarding, and human resources, as well as providing extraordinary Customer Service. Exceptional leader and client advocate, with a passion for building and maintaining client relationships. Successful at training and mentoring employees to promote a culture of collaboration and continuous improvement. Outstanding strategic thinker and team builder with the ability to succeed in any practical business environment. Strong work ethic and commitment to compliance with professional codes, regulations, and company policies. CORE COMPETENCIES

Exceptional customer service skills with strong leadership and entrepreneurial skills

Highly motivated and passionate, with a strong orientation toward client relationships

Systematic knowledge and understanding of management-related problems, and conceptual tools

Exceptional organization skills with ability to prioritize and manage multiple tasks simultaneously

Skilled in counseling, problem solving and conflict management to ensure a smooth workflow

Solid time management with high precision in delivery in a deadline-oriented environment

Strong written and verbal communication skills for documentation and correspondence

Outstanding interpersonal skills with strong team spirit and great respect for diversity

Proficient in Computer System and MS Office (Word, Excel, PowerPoint etc.) SKILLS HIGHLIGHTS

Customer Service Excellence Relationship Building & Management ZenDesk Escalations Administrative Support Organizational Expertise CRM Systems Work Prioritization Attention to Detail Confidentiality Strategic Planning Coordination & Collaboration Documentation & Presentation Continuous Improvements Flexible & Dedicated Microsoft Excel Team Leadership Creative Problem Resolution Regulatory Compliance PROFESSIONAL EXPERIENCE

New York Life Insurance Company via Mindlance, Inc. – Remote Customer Service Representative- Third Party Annuities July 2022 – June 2023

Responded to inbound call inquiries related to fixed and income annuities sold by third party vendors.

Via rPay system, processed full and partial policy surrenders, updated address/contact and beneficiary and tax withholding info, and required minimum distributions, as well as banking information.

Processed new policy applications and provided regulation 60 status via AWF system.

Confirmed identities via LexisNexus system.

Managed payment distributions in lieu of child support liens via CSLN system.

Provided necessary tax forms for tax filing.

Confirmed/denied agent authorization to sell financial products based upon completion of necessary coursework.

Processed distribution of agent commissions based upon policy sales. Public Consulting Group – Newark, NJ Remote Hybrid Customer Service Representative May 2019 – May 2021

Responded to inbound call inquiries related to consumer budgets, service authorization, program guidelines, withholding and tax forms, program enrollment, workers compensation requirements, invoice and timesheet processing status, and family friendly report, within standard PPL performance metrics.

Initiated outbound calls to respond to inquiries and to follow-up with previous contacts while meeting quality assurance standards.

Entered and monitored support ticket information into PPL Portal while responding to assigned support tickets in Portal, and coordinating activities with other project staff. Identified documentation issues and report to supervisor.

Maintained effective working relationships with the staff of the Financial Operations Center (FOC).

Carried out administrative tasks such as pended timesheet reporting, mail distribution, and time sheet verification and such.

Entered manual timesheet and agency invoice information into automated financial management system as assigned. Page 2 of 2

Clover Health – Jersey City, NJ Remote Hybrid

Customer Experience Coordinator Provider Services Aug 2017 – July 2018

Served as the central POC for health care providers servicing Clover members, both inbound and outbound while ensuring consistent coverage. Utilizing expertise in Medicare, Medicaid, medical claims experience, and billing.

Maintained front-line interaction with providers for the resolution of claim discrepancies and providing additional information.

Collaborated with team members such as nurses, non-clinical staff, and providers to meet customer needs and resolve issues.

Served as liaison with clients to identify issues and problems relating to care management and claim processing and forwarded concerns to appropriate parties, when necessary.

Conducted pre-service review of outpatient services, elective procedures, DME, and medical supplies while reviewing documents for requests. Performed other duties and projects as assigned by management. Customer Experience Coordinator Member Services Dec 2016 – July 2018

Served as main POC for members and providers while maintaining logs of all customer encounters and their demographic info.

Provided member health education to assist with self-management. Followed up on tasks escalated from vendors and field team.

Collaborated cross-functionally with other departments as necessary to meet customer needs and resolve issues.

Scheduled staff Nurse Practitioners and Social Workers for in-home member assessments.

Worked toward immediate resolution of member issues that do not require escalation.

Escalated members with complex care coordination need to Case Management.

Onboarded new Plan members by explaining benefits and resources. Customer Experience Coordinator- Broker Support Specialist Sep 2016 – July 2018

Delivered best-in-class customer service to all callers, establishing Clover as the best brand in the market to work with and sell for.

Handled inbound calls and requests from our external sales team and manage ongoing service issues with external sales agents.

Became a trusted source of information for internal and external sales agents, assisting them in meeting their sales targets.

Utilized Clover's suite of tools to help investigate and solve issues and questions in real-time.

Assisted in the development of the best Broker Support unit in the Medicare Advantage space. MTA New York City Transit – Brooklyn, NY

Conductor June 2014 – Jan 2016

Train Operator May 2013 – June 2014

NYC Department of Education – Brooklyn, NY

HR Connect Customer Information Representative Sep 2007 – May 2011

Assisted internal and external customers with on-boarding, certification, background checks, separation from service, and payroll, both in person and through a high-volume call center.

Updated and maintained personal and tax data information for DOE employees.

Served as Tier 1- leaves specialist, medical and health benefits specialist. GHI – New York, NY

Certified Medicare Coordination of Benefits Specialist-Tier 2 Dec 2002 – May 2007

Assisted Medicare beneficiaries, insurers, and employers in determining primary insurance payer as per Federal primary payer law.

Updated and maintained personal data and primary insurance payer records in accordance with Federal HIPAA regulations. ADDITIONAL WORK EXPERIENCE

Shipping & Receiving Manager – Thieme Medical Publishers – New York, NY Aug 1997 – Oct 1997

Insurance Claims Examiner – UFT Welfare Fund – New York, NY Sep 1993 – July 1996

Shipping/Receiving Clerk – UFT Welfare Fund – New York, NY Nov 1989 – Sep 1993

Shipping/Receiving Manager – A Philip Randolph Institute – New York, NY June 1986 – Aug 1989 EDUCATION & CERTIFICATION

Regents Diploma - Springfield Gardens High School – Springfield Gardens, NY Aug 1988

LinkedIn Issued

o Understanding Capital Markets – May 2020

o Social Media Marketing Foundations (2017) – Mar 2020 o Affiliate Marketing Foundations – Feb 2020

o Certification Prep: Professional in Human Resources (PHR)® – Feb 2020

o Customer Service: Handling Abusive Customers – Feb 2020 o De-Escalating Intense Situations – Feb 2020

o Excel 2019 Essential Training – Feb 2020

o Managing a Customer Service Team – Feb 2020

o Word 2019 Essential Training – Feb 2020

o Customer Service Foundations – Mar 2019

o HIPAA Certified

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