JOSEPH GRAY

ad40xp@r.postjobfree.com Phone 470-***-****

OBJECTIVE

To obtain a challenging position where I can utilize my professional managerial and leadership skills and experience along with being an asset to the team. I intend to bring integrity, responsibility, and ambition to inspire those I serve. I am very dedicated and committed to promoting the well-being of others.

PROFESSIONAL EXPERIENCE

Teleperformance (Blue Cross Blue Shield)

Dominican Republic October 2023 – March 2024

English Consulting

Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurate documents inquiries.

Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management.

Provides feedback to management regarding customer problems, questions, and needs. Maintains accurate records on complaints and/or other customer comments and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.

Maintains knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.

Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

LG Transit, Jackson, GA January 2023 – October 2023

(Contractor)

Transit Driver

Loading and unloading goods for delivery, driving a truck or van, and ensuring proper administrative procedures are followed throughout the course of delivery operations.

Transporting goods to and from a variety of locations, ensuring their punctual delivery and optimal condition on arrival

Loading and unloading goods – at times strenuous physical labor.

Completion and management of all documentation related to deliveries, including manifests, PODs, etc.

Drive in a legal and professional manner, keeping in mind the reputation of the organization.

Work independently and maintain open communication with clients and employers.

UPS, Corporate Office, Atlanta, GA March 2021 – December 2022

(Contractor)

Benefits Specialist, Human Resources Retirement Benefits Department

Processed retirement applications, estimates, and general correspondence associated with active, terminated, and deceased employee populations.

Provided high-level support to participants addressing any issues or concerns and resolving their inquiries.

Managed and answer all inbound/outbound calls, follow up with participant’s requests and input updated case notes information into the database.

Initiated payments for participant’s/beneficiaries through a phone call, email, or written correspondence.

Maintained administrative processing of benefits and file storage using the DB Connect Database.

Supported and counsel participants through the retirement/pension process.

Researched and Resolve data issues and update files with contact information and necessary changes.

Performed data analysis and research potential discrepancies in employee records using OCI database.

Maintained participant’s file using high confidentiality within Kofax document filing and organizing system.

Contacted participant for any missing information required to process retirement pension application.

Reviewed participant’s retirement benefit calculation payout before final approval and submission.

Sent participants retirement estimate or retirement packet by regular mail or UPS express mail.

UPS, Corporate Office, Atlanta, GA October 2016 – November 2020

(Contractor)

Benefits Associate, Human Resources Retirement Benefits Department

Responsible for directing and planning the day-to-day Administrations of supporting the functional responsibilities associated with retirement; including processing estimates and retirement applications; creating general correspondence and setting up monthly payments for the referred and active population for all UPS administered plans.

Processed estimates, retirement applications, and general correspondence associated with active, terminated, and deceased employee populations.

Created general correspondence and set up monthly payments for the deferred and active population for all UPS retirement administered plans.

Guided prospective retirees through the retirement process with daily telephone correspondence.

Performed data analysis and planned research associated with potential discrepancies in the employee’s record.

Responded to UPS Legal Department by providing plan documents, statements, balance amounts, loans, etc.

Responded to depth to calls from participants, alternate payees, attorneys, legal departments, etc., Teamster Saving, Fidelity.

Provided updates and status along with resolving any issues and conflicts between all parties.

Manager on Duty

Catholic Charities-Parmadale - Parma, OH August 2008 to June 2011

Provided supervision for the residential community-including staff and clients

Intervened in crisis situations involving severe behavior and mental health emergencies

Reviewed shift documentation for accuracy-including medical and behavioral incident reporting

Achieved medication administration certification and administered medications to clients

Trained in Supine physical restraint technique and assisted with further trainings

Program Coordinator

Catholic Charities-Parmadale - Parma, OH January 2007 to August 2008

Supervised direct-care staff with regard to evaluation of proficiencies, monitoring staff shift scheduling, staff promotion/discharge and training

Implemented treatment program for chemically dependent adolescent males including applying approved treatment procedures and interventions such as educational and daily living skills groups

Communicated directly with treatment team including residential therapists

Unit received Excellence Award under my direction Solicits, schedules and coordinates meetings events, programs field trips and outings.

EDUCATION

Gardner-Webb University, Boiling Springs, NC August 1992 – June 1996

Study in Psychology

Anderson Junior College, Anderson, SC June 1992

Associate of Business in Accounting

SKILLS AND PROFESSIONAL ATTRIBUTES

DB Connect Database, OCI Data Base, Kofax Document Data Filing System, Avaya Computerized Phone System, Excellent Customer/Client Services, Microsoft Office, Data Entry, Active Listening, and Resolution Focused, Team Player and Team Building, Multitasker, Time Management, Excellent Written, and Verbal Communication, Positive and Professional Demeanor, Client Relations and Retention, Experience Within a High-Speed Industrial Environment, Certified Forklift Operator, QDRO Process, Qualified Domestic Relations Order.

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