OBJECTIVE

Dedicated Customer Service Associate in Healthcare with a strong foundation in

healthcare operations and member support, seeking to leverage analytical skills and industry knowledge in a Business Analyst role. Proven ability to streamline processes, improve efficiency, and drive data-informed decisions to enhance overall healthcare performance.

Excellent communication and interpersonal skills. Strong problem-solving abilities and conflict resolution. Proficient in using CRM application to access member information, documenting notes in Salesforce, submit cases as an when needed to research more on member's account, ARIBA for on boarding new employees, and Microsoft Office Suite. Attention to detail and ability to multitask in a fast-paced environment. Empathetic listener with a focus on delivering exceptional customer experience.

SKILLS & ABILITIES

• Employee Counseling • Open Enrollment

• Incentive Planning • Verbal and Written Communication

• Benefits Explanation • Benefits Administration

• Termination Procedures • Documentation and Reporting

• Relationship Building

EXPERIENCE

Benefits Counselor Cary, NC Conduent / Nov 2020 to Current

• Provided advice and assistance to members on benefits programs, including Healthcare/Dependent Care Flexible Spending plans, Commuter benefits, HRA plans, Wellness programs.

• Researched and responded to complex member inquiries regarding benefits plan provisions, claims status, eligibility requirements, and other related topics.

• Processed benefit applications in accordance with established procedures and guidelines.

• Maintained accurate records of all member benefits activities accord to company standards.

• Coordinated with claims department regarding the processing of healthcare/dependent care/commuter/HRA claims from initial application through resolution.

• Responded promptly to customer service issues via telephone or email communication with internal and external customers.

• Assisted with open enrollment events by providing one-on-one support as needed.

• Provided training and mentoring support for new staff members joining the Benefits team.

• Identified areas where processes could be improved upon or streamlined for efficiency gains.

• Be on top of daily updates we receive from upper management, and help participants with complex needs.

• Participated in team meetings to identify process improvement opportunities and enhance member satisfaction.

• Weekly Quality Assurance score 100% (I am rated on how well! assist members Gayathri

Kollengode

10909, 33rd Pl NE

Lake Stevens WA 98258

919-***-****

ad2t00@r.postjobfree.com

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with all their needs) - Customer Satisfaction score is based on what participants rate us.

IT Talent Acquisition Specialist Stamford, CT

Howard Systems International/ Jan 2016 to Mar 2020

• As a Recruiter responsible for Sourcing and Hiring of IT professionals for multiple projects in different IT industries.

• Working with major clients such as McKinsey, Deloitte, Icon, Purdue Pharmaceuticals, Synapse, Northwest, Montefiore Hospital, Caxton etc.

• Discussing the Sourcing strategy with the Team members.

• Oversaw the distribution of new requisitions daily and/source candidates both for myself and for my team members. Maintained an efficient database and documenting, including high to low profile personnel with the help of which I could successfully deliver right candidate in right time.

• Establish and manage relationships with third party agencies.

• Efficient search, evaluation of candidates for the requirements based on skills, functionality, experience and qualification. Familiar with LinkedIn, Job-Diva, Monster, Zip Recruiter, Indeed. Efficient search, evaluation of candidates for the requirements based on skills, functionality, experience and qualification.

• Participate in weekly sales meetings with the account managers and understand the requirement based on Customer needs.

Banking Center Manager Raleigh, NC

Bank of America/ Mar 2002 to Oct 2015

• Developed and implemented strategies to increase customer satisfaction and retention rates.

• Identified areas of improvement in bank operations and developed action plans to address them.

• Monitored daily banking activities to ensure compliance with applicable regulations and laws.

• Supervised staff members, provided training and mentorship, and conducted performance reviews.

• Conducted regular meetings with branch personnel to discuss goals, objectives, policies, procedures, and customer service standards.

• Resolved customer complaints promptly and efficiently while maintaining a professional demeanor.

• Created financial reports for senior management regarding sales results, budgeting issues, staffing needs.

• Managed the recruitment process for new employees including interviewing candidates and conducting background checks.

• Maintained accurate records of deposits, withdrawals, transfers, payments. Page 3

• Provided guidance on banking products such as savings accounts, loans, investments.

• Ensured that operational processes were being followed correctly by team Members. Provide on the stop coaching as needs to be in adherence with compliance.

• Developed marketing campaigns to promote the bank's services within the Local community.

• Spends 50% or more of their time on the sales floor of their banking centers greeting customers, directing them to the appropriate areas of the center, and ensuring that the customers' needs are met, while observing their team in action.

• Also spent 25% of the time coaching the teams on the proper execution of key banking center plays while role modeling the desired behaviors.

• Coordinated with other departments within the organization to ensure smooth operations.

• Audited teller transactions on a regular basis to detect any discrepancies or fraudulent activity.

• Prepared monthly reports detailing the center's financial performance against set targets.

• Organized events such as seminars or workshops related to personal finance topics.

• Assisted customers with their inquiries regarding banking products or services Via phone or email communication.

• Counseled customers in selection of financial products to meet banking needs.

• Identified potential compliance risks and likelihood and impact of fines and penalties resulting from non-compliance while maintaining fair and equal access to financial services.

• Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.

• Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.

• Conducted reviews and evaluations for cost-reduction opportunities.

• Analyzed competitors and market trends to facilitate business growth.

• Conducted reviews and evaluations for cost-reduction opportunities.

• Analyzed competitor’s and market trends to facilitate business growth.

• Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.

• Experience with Ariba in assisting new employees with system access, banking center supplies for on-boarding new employees and the center. Escalate the invoicing with appropriate lead’s to make sure the new employees needs are met.

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EDUCATION

Bachelor of Science: Physics, Biology and Mathematics National College Apr-1988 Bangalore, India

REFERENCES

References are available upon request.

Contact this candidate