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Management Specialist Customer Service

Location:
Columbus, OH
Posted:
November 28, 2022

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Resume:

Priscilla A. Betts

Demonstrated expertise in Operational Performance Development, Data Analysis and Strategic Business Planning

Proven skills in Business Process Improvement, Relationship Management and Training Support

Extensive experience in Talent Acquisition, Conflict Resolution and Project Management

18 years of experience with Nationwide – clear knowledge of the culture and core values of the company. In depth understanding of the On Your Side promise and how it relates to Nationwide members.

10 years of project experience – proven success establishing business needs and process improvement.

Professional minded self-starter – highly motivated and dedicated to providing great customer experience.

PROFESSIONAL EXPERIENCE

Columbus, Ohio 43207 614-***-**** adtq3n@r.postjobfree.com www.linkedin.com/in/priscilla-betts-66a88a36

THE JACOBSON GROUP Chicago, Illinois

Nationwide Financial Contractor / Plan Management Department / Contract Underwriting Team

Sr. Business Information Analyst (April 2022-Present)

Process cash out/transfer requests for Nationwide Retirement plans moving to a different provider or terminating.

Data Analysis and Process Management

Relationship Building and Strategic Planning

■Process cash out/transfer requests for Nationwide retirement plans for those who are moving to another provider or are terminating.

■Collaborate with team members and business partners to verify accuracy of course of action and fulfill requests regarding plan details.

■Verify all documents and information is complete and in good order. Understand, identify and communicate good order requirements needed to complete the applications.

■Resolve issues with new business processing, cases, plans and work orders. Provide guidance to business partners and team members on application/new business process, plan administration, transfers, terminations and illustration procedures.

■Follow up on cases to ensure additional requirements are not needed or to resolve concerns that may arise and/or to obtain special authorization forms that may be required for any particular plan.

■Research and resolve discrepancies that have been received but do not match records and update records and send documentation for all plans placed in incomplete status.

JP MORGAN CHASE / Customer Claims / over 17,000 employees Columbus, Ohio

Claims Operations Process Management Specialist (June 2019–April 2022)

Support the needs of existing customers by providing helpful information, report and analyze information needs, answer questions and respond to complaints. Successfully assist customers with transactions and maintain business relationships.

Relationship Management, Data Analysis and Conflict Resolution

Business Process Improvement, Operational Performance

Development, Strategic Planning and Training Support

■Collaborate with managers and team members to meet customer service goals.

■Create, maintain, close and enter information into claim. Process dispute requests, prepare correspondences and fulfill customer needs to ensure customer satisfaction. Record account information and maintain current documentation.

■Provide troubleshooting information and resolve issues by clarifying customer complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting corrections or adjustments and following up to ensure resolution.

■Assist customers with understanding their bank accounts, check the status of bank accounts, explain incurred fees and assist with any issues and respond to questions.

■Help customers protect their accounts by reviewing suspicious activities, reversing transactions and reissuing compromised debit cards.

■Create and maintain reference manual as an outline to follow after training to ensure all training information on skills, processes, procedures and other information necessary to perform tasks can all be located in one place as to improve quality of team performance.

NATIONWIDE FINANCIAL / Agency Development / over 30,000 employees Columbus, Ohio

Sr. Business Information Analyst (December 2007-December 2018)

Worked with external field partners and internal business units supporting over 10,000 Nationwide primary agents with onboarding of financial associate agents. Assessed NFN business processes and implemented improvements to those processes. 43 corporate and field staff including VP.

Process Creation, Improvements and Maintenance

Project/ Relationship Management

Recruitment, Data Analysis, On-boarding, Training and Business Process Improvement

■Formally defined and analyzed processes to determine gaps and created processes to better fit business needs. Improved processes within the department to track and decrease the time to first sale.

■Tracked and maintained projects throughout all phases and documented details of progression. Presented project updates to management as needed for reviews, approvals and change requests. Escalated challenges as they arose with proposed solutions to ensure project health.

■Proposed and assisted in development and implementation for accurate and efficient practices. Collaborated with fellow project managers on best practices for continuous improvement.

■Acted as business lead for projects while maintaining day to day business operations and adjusting priorities as needed. Provided administrative oversight of project metrics. Maintained project forecasts, manpower forecasts, staffing pipeline and project performance.

■Created lasting relationships with agents while providing training and sales support. Connected with business partners consistently maintaining positive professional relationships and sharing updates and action points in support of business progression. Worked closely with business partners and agents to come up with unique recruiting strategies and sourcing tactics. Used various outside recruiting strategies to source and find exceptional talent to target technologies and environment unique to Nationwide culture. Worked with high profile and successful agents in assisting with staffing needs.

■Administered the recruitment strategy and processes for Nationwide Agency recruiting. Maintained and updated a prospective candidate pipeline by cold calling/prospecting and recruiting candidates to sell and support life insurance and financial products. Developed and maintained candidate relations through relationship driven calls and meetings.

■Built and executed practices for end-to-end candidate experience inclusive of sourcing, screening, interviewing, selecting and onboarding. Provided consultative recruiting, researching and sourcing to identify talent. Built networks to source qualified passive candidates by using business acumen to support, consult, and present candidates. Assessed candidates to ensure qualification match, cultural fit and compatibility.

■Worked with management to collect, manage, analyze, summarize data/metric reports and provide information to NF Leadership across all channels. Worked with multiple departments such as IT, Reporting, Sales, Compensation, Commissions, Talent Acquisition and Licensing & Registration to obtain the resources needed to complete project tasks.

■Performed statistical and other data analysis while generating and maintaining candidate, agent and agency databases. Administered the implementation process of an applicant database tracking system to improve tracking accuracy, operational usability, lead generation and data control.

■Leveraged internal database, job boards, social networking and managed referrals. Generated reports to capture newly appointed agents, agency agreements, partnerships, retention, production and eligibility of financing programs. Tracked performance metrics of new hires and presented to senior leadership. Updated Siebel records to reflect changes for reporting purposes and added newly appointed Independent Agent information.

■Collaborated with field partners to assess and establish business needs based on territories. Engaged regional team to identify areas of improvement. Supported recruiting efforts in multiple territories. Administered direct mail campaigns, oversaw financing program, and conducted on-line searches and initial interviews. Coordinated efforts between internal business units and external field partners and agents to ensure a smooth appointment process.

■Facilitated virtual training to provide a high-level overview of tools available to assist new agents in writing NF business and to help get them acquainted with Nationwide products, processes and sales tools to submit business with Nationwide. Increased training participation by over 50% by decreasing from 3 days to 2 days, offering morning and evening sessions, setting up registration to send calendar invites and reminders.

Continually branded the organization and positioned it as a top workplace within the marketplace.

NATIONWIDE INSURANCE / Talent Acquisition / over 30,000 employees Columbus, Ohio

Recruiting Coordinator (October 2000–December 2007)

Administered the recruitment process while expediting placement of associates and providing service to internal and external customers. Supported 47 Talent Acquisition staff, including VP and associates of all business units.

Business Process Improvement, Operational Performance

Development and Strategic Planning

Talent Acquisition, Relationship Management and Training Support

■Composed an I-9 strategy to streamline process associated with confirmation of individuals legal right to work in the US. Improved accuracy and timeliness of I-9 completion by 30%.

■Developed a process to more accurately reflect capacity challenges by determining positions placed on hold. This made the individual performance management standards more stringent by reducing the on hold positions providing a clearer picture of business needs across the organization. Improved business process by 25%.

■Coordinated the implementation of new processes for position numbers and background procedures.

■Standardized the Talent Acquisition new hire checklist to meet the needs of all business units which increased the efficiency of the hiring process.

■Developed a time off coverage plan to consistently maintain department workflow and structure.

■Trained Talent Acquisition associates on recruiting policies, procedures and systems to establish consistent performance. Guided department managers through HRIS Manager Self Service to assure the internal hires and special payments were processed accurately.

■Prospected new associates by identifying and networking with prospective job seekers and developing matching strategies for open positions.

■Supported hiring managers by sourcing candidates and advising hiring managers on HR process and policy throughout the hiring process. Recruited and interviewed candidates. Negotiated new hire offers and salary expectations.

■Maintained communication with candidates. Scheduled interviews, made travel arrangements, created agendas while documenting each step of the process to ensure an unproblematic flow and provided a smooth and effortless transition for associates and hiring managers.

AMERICAN HEART ASSOCIATION / Human Resources / Non-profit organization Columbus, Ohio

Human Resources Associate (March 1997–October 2000)

Coordinated internal and external recruitment efforts for a three-state territory (OH, WV & KY) to keep open positions at a minimum and provide top quality candidates to hiring managers.

Talent Acquisition, and Data Tracking

■Conducted initial interviews and completed candidate evaluations and guided hiring managers through the selection process while ensuring expectations were clearly set.

■Kept record of performance appraisals and salary adjustment forms. Reviewed all adjustments to confirm increases were calculated appropriately.

■Prepared newspaper ads, internal job postings, staffing updates and internal company newsletter keeping staff apprised of status of positions, new employees and departing employees.

■Performed exit interviews where issues were targeted and resolved based on results of sessions.

■Served as point of contact and resource for all job postings and staffing updates. Responded to inquiries and followed up with internal and external candidates.

AMERICAN BUILDING SERVICES / Human Resources / over 600 employees Columbus, Ohio

Human Resources Manager (December 1994–April 1997)

Led the Human Resources/Office Management team providing Recruiting & Staffing, Classification & Compensation, Performance Management and Employee Relations services. Managed over 600 field staff, 1 office staff and over 20 field locations.

Recruiting & Staffing and Training

Conflict Management/ Resolution

Operational Performance Development and Business Process Improvement

■Administered recruiting and staffing services offering a reliable and quality workforce to ensure the success of the company. Managed and trained over 600 staff members to ensure professional, dependable and quality janitorial service was provided for over 20 businesses.

■Mediated between staff members and supervisors to resolve disputes. Determined a better fit if applicable and reassigned dependable employees to other job sites accordingly.

■Engaged in open dialogue in order to support and encourage positive relationships.

■Initiated and conducted quality control inspections improved customer satisfaction by 45%.

■Relocating office to a location on bus line awarded the company with more reliable employees, reduced turnover and enhanced the talent pool.

■Created Floater/Rotating positions and an attendance board to maintain a steady workforce and resolve attendance issues and increased operational efficiency.

■Searched and reviewed external positions in comparison to internal positions. The thorough research of job responsibilities, regional industry standards and organizational value made compensation adjustments justifiable and pay increases were processed accordingly.

ACADEMIC EXPERIENCE

EDUCATION: Franklin University: Bachelors in Business Administration/Human Resource Management; Columbus State Community College: Legal Assisting/Paralegal Studies; VOLUNTEER OPPORTUNIES: United Way volunteer since 1997 aiding various individuals and associations within the community; Hunger Relief volunteer since 2012 contributing to non-profit organizations and programs to alleviate the impact of hunger for children and families; ACCOMPLISHMENTS, AWARDS AND RECOGNITIONS: Persistent in forcing a resolution of a database system issue. Built department objectives, goals and performance measures. Devised a training program improving agent effectiveness. Implemented a data tracking system improving accuracy, operational usability, lead generation and data control.

TECHNICAL SKILLS

Data Tracking Systems: Siebel/Passport (FCS1)/VIEWS/G2 Compliance Management System/Spot Site Administration/Salesforce/Fugent/FINRA Broker Check/Oracle/Workday/Career Connect/ePro/Hyperion reporting tools/POST (Personal Opportunity Search Tool)/TMS (Time Management Suite)/HRIS/Peoplesoft: Web-based HR information system; Microsoft Office Tools: Word/Excel Access/PowerPoint; Internet Tools/Sourcing: Lotus Notes/Outlook/Google/AltaVista/Yahoo/Monster/Career/Builder



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