Customer Service Team Leader

Harrison Been

*** **** **, *********** ***** 502-***-**** *************@*****.***

Profile

Detail-oriented and results-driven customer service professional with a strong background in customer service, project management, and Leave Administration. Adept at managing multiple priorities, exceeding performance targets, and fostering positive client relationships. Known for excellent communication, time management, and problem-solving skills, with a proven track record of achieving high-quality assurance and exceeding monthly goals. Passionate about delivering exceptional customer experiences and providing reliable solutions.

Experience

MYLIFE ADVISOR II ADP FEBRUARY 2022– DECEMBER 2024

· Provide exceptional customer service in Leave Management, including time management, leave tracking, FMLA (Family and Medical Leave Act), Short term disability coordination inclusive of federal and state regulations, benefits management (Life Events, Dependent Verification), and indicative data management.

· Assist with project coordination, including managing the Date and Hours Excel Project, and serving as a Temporary Team Leader for Annual Enrollment Contractors.

· Consistently exceed monthly performance goals, maintaining 90%+ adherence and high-quality assurance scores.

· Support a seamless client experience through proactive communication and issue resolution. ANNUAL ENROLLMENT SPECIALIST AEROTEK/ASTON CARTER SEPTEMBER 2021 – FEBRUARY 2022

· Assisted retirees and active employees with annual enrollment inquiries, providing guidance and resolving open cases.

· Conducted outbound calls to employees and retirees to ensure the completion of enrollment tasks and resolve outstanding issues.

· Achieved and consistently surpassed monthly goals, maintaining 85%+ adherence and high-quality assurance scores.

Education

BUSINESS & ENTREPRENEURSHIP ACADAMY JUNE 2020 CHARLESTOWN HIGH, CHARLESTOWN, INDIANA

Skills & Abilities

· Annual Enrollment Team Leader

· Proficient with Case Management systems

· Excellent interpersonal and communication skills

· Microsoft Office Excel Certified (2018)

· Microsoft Office PowerPoint Certified (2018)

· Poised under pressure

· Experienced in Outbound and Inbound call

center support.

· Prudential Carrier Certification

· Guardian Carrier Certification

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· Form fulfillment and client correspondence

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