Client Support Manager
Resume:
Jaime Velasquez
Human Resource Management Profile
*******@*****.*** • 312-***-****
LinkedIn Profile • Cicero, IL 60804
Customer-centric and success-driven professional with extensive experience in enhancing overall client experience for ensuring maximum customer satisfaction and retention rate. Demonstrated capability in planning and executing targeted human resource initiatives, such as hiring, onboarding, training, and employee relationships. Instrumental in delivering best- in-class services by analyzing customer needs/requirements and developing effective action plans. Adept at coordinating with cross-functional teams and departments for accomplishing organizational objectives. Skilled communicator proficient in utilizing WebCobra, Peoplesoft, Travisoft, Paylocity, Alegeus Wealthcare, TravisFlex, Accuterm, and CRM Integration. Areas of Expertise
Human Resource Strategies
Data Analysis & Interpretation
Process Change Management
Project Management
Documentation & Reporting
Benefit Plan & Administration
Excellent Communication
Team Training & Leadership
Cross-functional Collaboration
Professional Experience
Westlake Financial Group/WL Benefits Group, Bannockburn, IL 2015 to 2020 Client Support Services Manager
Delivered proactive support to customers by assisting in various setups, diagnosing/resolving technical issues, and providing comprehensive consultations. Led, trained, and mentored team members for accomplishing organizational goals. Addressed and solved client concerns/complaints by analyzing data and assessing client needs/requirements. Provided best-in-class customer service to ensure maximum client retention rate.
● Developed efficient platform to maintain effective communication with customers.
● Enhanced overall company image by maintaining high-levels of services for clients.
● Achieved daily/weekly schedules by efficiently prioritizing and organizing routine workflow.
● Received recognition by senior management for delivering consistent and quality performance. Westlake Financial Group/WL Benefits Group, Bannockburn, IL 2011 to 2015 Project/Client Manager
Gathered data on enrollments and renewals for reporting in monthly, quarterly, and annual meetings. Planned and prepared robust initiatives for tracking overall project progress and establishing deadlines. Analyzed and resolved emerging issues of HR and customers with appropriate departments. Reviewed and processed monthly billing for formulating accurate reports. Managed end-to-end aspects of group health plan for annual renewal, open enrollment, and periodic inquiries from HR/customers. Determined and implemented new software system for processing payroll and delegating promotions. Reduced departmental headcount by integrating efficient software.
● Acted as liaison between employees and carriers for conducting claim inquiries.
● Updated and maintained information of participant changes/enrollments in internal company database. Additional Experience
FSA/Cobra/Call Center Manager, WestLake Financial Group/WL Benefits Group, Bannockburn, IL Call Center Representative/Benefits Administrator, WestLake Financial Group/WL Benefits Group, Bannockburn, IL Administration/Training, Takeda Pharmaceuticals, Lincolnshire, IL Customer Service, LTD Commodities, Lincolnshire, IL Education
Bachelor of Science in Economics
University of Illinois
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