Customer Service Operations Analyst

Becky Lawhon

Phone 706-***-**** Email: *******@*****.*** ***********@****.***

Summary

A dedicated, detailed-oriented professional with 37 years handling a variety of complex responsibilities. A highly motivated, self-starter that does not require constant direction. Ability to swiftly navigate change with a high comfort level around executive management. Highly experienced and knowledgeable individual looking to utilize experiences from Customer Service, Business Services, Recruiting, Sales and Operations to drive results.

Certification

Training and Development Trainer Certified

Technical Skills

Excel

Word

PowerPoint

Access

Outlook

Publisher

Business Objects

SAP

Cloud Based Software

Suplier Diversity

Tableau

SalesForce

Mobius

Competencies

Problem-Solving

Facilitation

Negotiation

Communication

Organized

Teamwork

Presenation Skills

Training

Invstigating & Research

Work Experience

Aflac Inc. Columbus, Georgia - Operations Analyst I (05/2022 - Present)

Assists with building department performance, planning future divisional goals and organizational structure, incorporating quality and productivity improvements; develops and modifies staffing, planning, forecasting, budgeting, and reporting processes as needed; assists with strategic/business planning by gathering metrics, performing analysis, and creating deliverables.

Assists management in gathering, interpreting, and comparing benchmarking data to the company’s operations; performs statistical analysis; develops and documents standards for the use, control, updating and maintenance of databases; develops appropriate analytical models and reports to support informed decision-making.

Performs research and provides insight and recommendations; acts as a liaison between the department and/or divisions; makes recommendations for new and revised business policies, procedures, and practices; collects, organizes, analyzes, and prepares reports for management.

Develops staffing model scenarios for administrative business areas; handles staffing, capacity, and space planning for administrative business areas; addresses business challenges and opportunities with high complexity and/or broad scope.

Identifies significant business issues, trends, and opportunities; provides relevant subject matter expertise.

Aflac Inc. Columbus, Georgia - Production Support Specialist (08/2021 – 04/2022)

Provided basic maintenance and support of the business suites Remittance, Document Processing,

Imaging, EDM, and Reconciliation processed team’s software/hardware products.

Solved basic issues or problems; provided on-the-spot training to employees when required.

Assisted in the development of solutions for customer service improvements.

Provided support on all basic client hardware and software products and escalated problems.

appropriately.

Communicated occasionally with vendors/suppliers, and interacted with clients in a courteous and

professional manner to foster customer relations.

Supported organizational goals and values; demonstrated enthusiasm toward the company's goals and mission; aligns actions around organizational goals.

Aflac Inc. Columbus, Georgia - Senior Enrollment Support Specialist (06/2018 – 07/2021)

Performed duties with independent action and decision-making, in development and implementation of Virtual Call Center platform in the 8x8 software; collaborated with Territory Enrollment Managers and management to assessed enrollment solutions needs, resulting in additional revenue for the company.

Managed small to large-size complex Virtual Call Center case builds in the 8x8 software. Developed a customized case build for each account to accurately depict the call center hours, states involved in the enrollment, product offerings and development of personalized scripts.

Coordinated with Territory Enrollment Managers, accounts, Aflac agents, and all appropriate internal and external customers to review, validated, implemented and submitted account requirements; provided technical guidance as it relates to the Virtual Call Center by answering phone calls and emails.

Solved problems and communicated with other departments to determine appropriate action to resolve situation/condition; communicated customer needs and inquiries to management to provide information for improvement of overall service levels; reviewed, analyzed existing work processes, and recommended enhancements.

Aflac Inc. Columbus, Georgia -, Lead Specialist (10/2016 - 06/2018)

Delegated/assigned on to other specialists instructions received from supervisors and initiates work (e.g., assigning immediate tasks); worked along with specialists and sets the pace; demonstrates proper work methods; maintains functional knowledge in at least three skills; answered questions from other specialists on procedures, policies, instructions, and resolution of more complex situations; reports on status and progress of work, causes of delays; provides technical guidance on more complex issues; provides input to management on employees’ performance; provides orientation, identifies training needs, and/or train team members if required.

Provided technical direction in the delivery of service to employees and communicated training and performance needs to supervisors; uses various evaluation and feedback methods (checking work, problem time, etc.) to measure and communicate performance status to supervisor; ensures successful transition of new employees from training to the work environment.

Lead and facilitated team-based improvement projects; acted as liaison, coordinating activities, and resolving issues between teams, departments, divisions, agencies, vendors, etc. to maintain effective working relationships, correct discrepancies, and resolve issues that develops from day-to-day operations; communicated customer needs, inquiries, and deficiencies to management, and made recommendations to improve services.

Aflac Inc. Columbus, Georgia - Account Relations, Specialist III (10/2015 - 10/2016)

Provided support for Aflac products’ enrollment for multi-location accounts; received assignment of new accounts from supervisor; continued to support existing accounts for current and future enrollments. Reviewed Multi-Location Account Questionnaires and entered information into various databases; initiated contact with internal and external customers for re-enrolling existing Aflac MLA accounts by specified periods to begin enrollment process. Created MLA service guidelines for each MLA, which included enrollment conditions and enroller responsibilities; provided detailed enrollment information to state offices to facilitate the assignment of associates for each account location.

Provided direction and documentation on enrollment locations, participants, timelines, products, billing,

Technology/systems, and any unique internal/external requirements; interacts primarily with associates and state offices.

Served as one of the primary department contacts for benefit statements to answer questions and provided samples to associates, brokers or clients; leads conference calls related to benefits’ statements for new or established clients to review process steps, establish timelines, and provide template for client data.

Worked with clients to coordinate data acquisition for benefits statements in the appropriate electronic format; reviews clients’ data files; develops benefits statement proofs and sends to client for review and approval; ensures timelines for deliverables are maintained for client needs; ensures that quality control procedures are followed to produce accurate benefits statements.

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