Operations Management Service Representative
Resume:
Crista S. Acosta Roswell, GA, ***** • 404-***-****
******.******@*****.*** • linkedin.com/in/crista-acosta-13a39733 Qualifications Summary
Detail-oriented professional offering extensive experience in business and operations management. Operations Management
Demonstrated success in overseeing maintaining high- levels of contractual standards, while delivering best-in-class services focusing on increasing customer retention.
Instrumental in spearheading accounting operations by developing accurate financial reports within time constraints. Team Collaboration
Well-accustomed in liaising and coordinating with several departments to ensure operational efficiency, as well as ensuring seamless workflow.
Ability to organize meetings with cross-functional teams and senior leadership for deriving strategic corporate decisions. Business Administration
Well-versed in analyzing business processes, foreseeing requirements, uncovering areas for improvement, and developing effective solutions.
Possess strong aptitude to streamline business functions by eradicating non-valued added works and automating
processes as per organizational requirements.
Other Key Skills
Client Engagement Relationship Building
Risk Management
Quick Problem-solving,
Excellent Communication
Professional Experience
AON, Alpharetta, GA 2011 to Present
Resolutions Analyst/ Benefits Analyst II
Steer all facets involved in managing service levels by finalizing reports on daily basis, processing benefit escalations, overseeing executive-level concerns/queries. Address customer concerns regarding proof of enrollment, benefit payments, requests for program cancellations, and refunds while acting as Bi-lingual Customer Service Representative. Conduct courtesy calls to identify resolutions status, as well as train team members on escalations processing guidelines. Coordinate with Benefit Letter Scrum team in understanding system-generated letters in Spanish.
● Decreased monthly defect rate up to 2.5% on phone calls.
● Assisted in achieving contractual service levels for clients.
● Conducted 99% quality audits on monthly basis to maintain high-level of quality standards.
● Pinpointed outdated addresses, carry out quality checks on payments, and maintain customer files.
● Analyze and process customer requests for benefits, including involuntary unemployment, disability, loss of life, hospitalization/nursing home care, leave of absence, and coverage in line with product terms and conditions. MIMEC Incorporated, Roswell, GA 2000 to 2011
Office Manager, Imports and Exports
Formulated financial reports of division as well as collaborated with Accounting Department to maintain accurate billing, invoicing, and receipt of funds in timely manner. Accomplished contractual service levels and organizational objectives, while delivering managerial support in administration, finance, and sales functions. Placed and executed purchase orders for sellers and buyers to ensure accuracy in workflow.
● Delivered support to effectively meet and exceed tonnage goals, while ensuring timely delivery of merchandise inventory. Additional Experience
Contact Center Analyst, American Security Group, Atlanta, GA Quality Assurance Specialist, American Security Group, Atlanta, GA Premium Analyst, American Security Group, Atlanta, GA Claims Examiner, American Security Group, Atlanta, GA Senior Service Representative, American Security Group, Atlanta, GA Total Loss/Property Damage Examiner, Omni Insurance Company, Atlanta, GA Education
Bachelor of Arts in Management, Kennesaw State University, Kennesaw, GA
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