ANGELA COOK

***** ***** ***, ******, ** ***** Tel: 515-***-**** adxytf@r.postjobfree.com

Accomplished Associate with Expertise in Client Delight Customer & Client Services Exceeding goals and setting trends by driving innovative process changes and continually providing World Class Service to Internal & External business partners.

Project Management Strong Organizational Skills Client Management Excellent Analytics

Self-Starter Issue Resolution Attention to Detail Issue Analysis

Proficient in MS Applications Process Improvement Operational Streamlining Proactive Nature

834 File Layout Custom File Layout Carrier File Management Professional Accomplishments

MERCER MARKETPLACE, URBANDALE, IA SEPTEMBER 2019 – CURRENT CARRIER COORDINATOR

Complete new file set-up for new carriers/clients.

Schedule weekly Zoom meetings to discuss carrier files as needed.

Maintain spreadsheets with carrier information as updates become available.

Comply with strict carrier file deadlines.

Manage carrier file status daily and provide updates as needed.

Managed day-to-day activities for multiple carriers (Blue Cross, MetLife, Hyatt, ARAG).

Performed quality audit on vendor (Medical, Dental, Vision, Life) files, verifying accuracy.

Delivered optimal service, client satisfaction and ensured retention by establishing relationships with carrier EDI contacts.

Became subject matter expert (SME) of all implemented changes to system setup, preforming tests ensuring system functionality.

Partnered with other Mercer Marketplace Business Units to ensure complete client satisfaction by answering emails, phone calls and joining client/carrier service conference calls.

Reviewed and monitored service requests and provided appropriate follow-up to resolve individual requests, carrier discrepancy reports, client inquiries regarding system functionality.

Provide updated carrier file support documents and guidance to offshore peers when they have client specific questions to guarantee client satisfaction.

Created/Edited Standard Operating Procedures and training to offshore peers as needed. CETERA FINANCIAL GROUP, WEST DES MOINES, IA JANUARY 2019-SEPTEMBER 2019 DIRECT BUSINESS ASSOCIATE

Review incoming documents/checks

Index work items to the correct queues for processing

Process Representative changes

Sort returned mail by broker dealer and prep documents for scanning

Prepare SLA report

Process physical mail and send to correct departments for processing

Pull Credit reports and confirm client identity

Take calls from field representatives to assist with questions from clients

Research different issues with client accounts

AEROTEK, WEST DES MOINES, IA SEPTEMBER 2018-JANUARY 2019 DIRECT BUSINESS ASSOCIATE AT CETERA FINANCIAL

Review incoming documents/checks

Index work items to the correct queues for processing

Process Representative changes

Sort returned mail by broker dealer and prep documents for scanning

Prepare SLA report

Process physical mail and send to correct departments for processing ADP, WEST DES MOINES, IA JUNE 2017 – JULY 2018

BENEFIT SPECIALIST

Managed day-to-day activities for multiple clients.

Performed quality audit on vendor, COBRA, HIPAA, Payroll, FSA files, verifying accuracy.

Delivered optimal service, client satisfaction and ensured retention by establishing relationships with client teams.

Became subject matter expert (SME) of all implemented changes to system setup, preforming tests ensuring system functionality.

Partnered with other ADP Business Units to ensure complete client satisfaction by answering emails, phone calls and joining client service conference calls.

Reviewed and monitored service requests and provided appropriate follow-up to resolve

individual requests, carrier discrepancy reports, client inquiries regarding system functionality.

Provide updated client support documents and guidance to offshore peers when they have client specific questions to guarantee client satisfaction. MERCER MARKETPLACE, URBANDALE, IA JUNE 2015 – JULY 2017 SERVICE DELIVERY ANALYST

Managed day-to-day activities for multiple clients.

Performed quality audit on vendor, COBRA, HIPAA, Payroll, FSA files, verifying accuracy.

Delivered optimal service, client satisfaction and ensured retention by establishing relationships with client teams.

Became subject matter expert (SME) of all implemented changes to system setup, preforming tests ensuring system functionality.

Partnered with other ADP Business Units to ensure complete client satisfaction by answering emails, phone calls and joining client service conference calls.

Reviewed and monitored service requests and provided appropriate follow-up to resolve individual requests, carrier discrepancy reports, client inquiries regarding system functionality.

Provide updated client support documents and guidance to offshore peers when they have client specific questions to guarantee client satisfaction.

Created/Edited Standard Operating Procedures and training to offshore peers as needed. ADP, WEST DES MOINES, IA JUNE 2008 – JULY 2015

BENEFIT REPRESENTATIVE

Responsible for day-to-day activities for multiple clients.

Quality Audit Vendor, COBRA, HIPAA, Payroll, FSA files for accuracy.

Direct working relationship with client team to ensure delivery of optimal service, client satisfaction and retention.

Partner and support peers to become more efficient and develop global best practices.

Subject Matter Expert for testing all implemented changes to current setup.

Partner with other ADP Business Units to ensure complete client satisfaction.

Review and monitor service requests; follow up appropriately as needed.

Provide support and guidance to offshore peers to guarantee client satisfaction.

COBRA Compliance charter member.

Main point of contact for client inquiries and participant issues. ASSOCIATE BENEFIT REPRESENTATIVE

Team lead for Evidence of Insurability tasks.

Subject Matter Expect for all COBRA, DB, HIPAA related reports and tasks.

Ensure completion of tasks for 130 client book of business.

Partner with offshore peeps to develop best practices and offer support/guidance.

Facilitate monthly meetings with internal business partners to discuss trends, issues and potential process improvements.

Complete weekly quality audits to guarantee high level of quality. AEROTEK SYSTEMS, WEST DES MOINES, IA DECEMBER 2007–JUNE 2008 BENEFITS PROCESSOR, TEMPORARY ASSOCIATE

Complete payroll files for a 30 client book of business.

Review and process COBRA, HIPAA, DB, carrier files to send to appropriate vendors.

Act as escalation point for inquiries relating to outbound files.

Partner with Service Delivery Manager regarding AE and Production File testing.

Resolve any file discrepancies with FSA, Carrier Enrollment Service teams.

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