Customer Service, Data Entry, typing

TANYA ROCHELLE MAXEY

706-***-**** ******@*****.***

PROFILE

An energetic, enthusiastic and customer focused resolution professional with 15+ years of experience in relationship management and conflict resolution. Excellent problem solving and organizational skills with the ability to delegate effectively.

COMPETENCIES

Adaptability

Time Management

Communication

Coaching and Development

Listening

Action Oriented

Customer Focused

Learning on the fly

Priority Setting

EDUCATION

B.S. Communications-Columbus State University (In progress)

CERTIFICATIONS

Lean Six Sigma Yellow Belt & Green Belt-Riverwood Associates

PROFESSIONAL EXPERIENCE

Premium Processing Specialist II Aflac Nov 13-Present

Coordinate with the Field Force, Client Managers, Account Service Coordinators and Point of Contacts on acceptable methods for submitted deduction registers and premium invoices and their expectant date.

Coordinated Meet and Greet for 70+ employees under the Premium Application teams

Perform research and resolution, and administration of premiums for 483 clients with approximately $3 million in annual premium while exceeding the quality standards 97.21% with 99.73%. Also, exceeding production rate with 144%

Took initiative to identify a problem with the Paylogix application process; presented a process improvement to increase participation in the Paylogix application system that could enhance and increase productivity and quality, potentially saving the company $442,670.37 in company overhead

Successfully identified and implemented a filter in the WorkDesk system that would allow all batches associated with a particular group number to be viewed together

Interact and serves as a liaison between other business units and field associates as necessary to resolve issues and inquiries to maintain efficient data and information flow

Build case barriers on more complex cases to forward Account Service Coordinators for guidance and/or action

1 of 2 people, out of all of Aflac employees, chosen to participate in the Blue Table Talk: Leading the Aflac Way Video series that was circulated throughout all Aflac Leadership focusing on all the seven commitments: Featured Commitment 4-Treat Everyone with Respect and Care

Account Service Specialist III Aflac Oct 02-Nov 13

Established and maintained the business files for accounts; reviewed accounts to ensure that the required information is received and accurate. Processed account set up on a monthly deadline and assisted Field Force associates with questions and concerns regarding IRS sections 125, 129, 105, 106

Coordinated with accounts, the Field Force, and all appropriate internal and external customers to gather and complete account setup as related to Flex One/Benefit Services

Collaborated in a departmental Quality Circle focusing on process improvements, resulting in the realignment of job duties that focused on the first touch response and ownership of the customer experience. Extended and assisted support to our Flex One Call Center by answering calls and acting as subject matter expert regarding our Cafeteria Plans. Accompanied Field Force Representative on high level account visits to build customer relationship and streamline enrollment/setup

Accompanied Field Force to group enrollment and coordinated with accounts to personally retrieve information to complete their Flexible Spending renewal setup

During Busy Season, oversaw a small team to assist me with over 400+ accounts the needed to be setup during open enrollment

Coordinated and delegated who was to perform what duties to complete the setup process to include, making calls, entering Salary Redirection Agreements and preparing and faxing Verification Reports

Document Specialist Aflac Sept 99-Oct 02

Responsible for the establishment of new and renewal Flexible Spending Accounts. This included establishing the employer’s preferred banking option, each participant’s individual Flexible Spending accounts and the employer’s payroll deduction dates. Initiated the Service Fee process for our Financial Operations Support area Drafted professional written correspondence to Participants, Field Force Associates Employers, CPAs and Attorneys and provided administrative answer concerning IRS sections 125, 129. 105 and 106

Coordinated with accounts, the Field Force, and all appropriate internal and external customers to gather and complete account setup as related to Flex One/Benefit Services

During Busy Season, oversaw a small team to assist me with over 400+ accounts the needed to be setup during open enrollment

Collaborated and delegated who was to perform what duties to complete the setup process to include, making calls, entering Salary Redirection Agreements and preparing and faxing Verification Reports

ADDITIONAL SKILLS

Microsoft Office Suite

Visio Basic

Udemi for Business

Genelco

Paylogix

Business Objects

Client Central

Blue Zone

Case 360

APAY

Workflow

CRM

SharePoint

WorkDesk

Presentation Skills

VOLUNTEERISM

Policy Services Employee Advisory Council

Big Brother and Big Sisters of Columbus, GA

BC&BS Intramurals Coach

Boys and Girls Club Coach

JDRF

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