Customer Service & Benefits Administration Specialist

LYN ANN SMITH

Davison, MI *****

810-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Experienced customer service and administrative professional with 15+ years of experience in benefits administration, public contact, office management, healthcare administration, employee mentoring, documentation review, and problem resolution. Skilled in researching and resolving complex customer inquiries, explaining benefit programs and procedures, reviewing information for accuracy, maintaining confidential records, and communicating effectively with diverse populations. Proven ability to manage high-volume workloads independently while maintaining 100% Customer Satisfaction (CSAT) and Quality Assurance (QA) scores. Experienced trainer and mentor with strong analytical, organizational, and written and verbal communication skills. CORE QUALIFICATIONS

Benefits Administration • Public Contact & Customer Service • Interviewing & Information Gathering • Documentation Review • Records Management • Policy & Procedure Compliance • Research & Problem Resolution • Confidential Information • Data Entry • Employee Training & Mentoring • Quality Assurance • Conflict De-escalation • Microsoft Excel & Word • 55+ WPM Typing • HIPAA Compliance

PROFESSIONAL EXPERIENCE

CONDUENT COMMERCIAL SOLUTIONS, LLC — Remote

Customer Experience Associate I / Senior Mentor

November 2022–Present 40+ Hours/Week

● Provide high-volume customer service and benefits assistance, researching individual situations and explaining program requirements, procedures, account information, and available options in clear, understandable language.

● Review customer information and documentation for accuracy and completeness and accurately document customer contacts and actions taken.

● Research and resolve complex inquiries involving Flexible Spending Accounts (FSA), Health Reimbursement Arrangements (HRA), Dependent Care, Wellness, Public Sector, and Commuter benefit programs.

● Protect personally identifiable and confidential information while maintaining annual HIPAA certification and complying with privacy and security requirements.

● Identify customer concerns, analyze available information, determine appropriate actions, and de-escalate difficult interactions.

● Maintain 100% Customer Satisfaction (CSAT) and 100% Quality Assurance (QA) scores.

● Selected to serve as a Senior Mentor, providing guidance, coaching, and technical assistance to new and existing employees.

● Assist lead trainers with five-week new-hire training classes and lead morning and afternoon huddles during Academy Bay.

● Conduct one-on-one coaching sessions and provide feedback regarding procedures, performance, and customer interactions.

● Create and maintain Excel tracking spreadsheets used to monitor workloads, employee progress, and operational information.

● Work independently in a remote environment while managing multiple priorities, meeting deadlines, and maintaining accuracy.

● Regularly volunteer for additional shifts, holiday coverage, and assignments as operational needs require.

RICHFIELD TOWNSHIP HALL — Richfield Township, MI

Election Chair, Precinct 1

August 2014–Present Seasonal/Intermittent

● Supervise poll workers and oversee precinct operations during local, state, and federal elections.

● Assist members of the public, verify voter information, explain election procedures, and resolve voter questions and issues.

● Apply established election laws, policies, and procedures while ensuring accurate and consistent service.

● Register voters and issue ballots using computerized election systems.

● Set up, operate, and troubleshoot voting and election equipment.

● Review records for completeness and accuracy, perform data entry, back up electronic records, reconcile election information, and finalize required documentation for submission to Genesee County.

● Complete required election training and maintain knowledge of changing procedures and requirements.

NATURE’S BATH & BODY — Holly/Fenton, MI

Manager / Head of Production

August 2014–June 2022 40+ Hours/Week

● Managed daily business operations including customer service, production, order fulfillment, sales, scheduling, inventory, records, website operations, and administrative functions.

● Responded to customer questions and complaints, researched problems, determined solutions, and ensured timely resolution.

● Prioritized multiple workloads and deadlines while maintaining accurate records and efficient operations.

● Managed online and in-store orders and coordinated customer communications through multiple channels.

● Maintained business social media and website content and supported sales and customer outreach activities.

SUPERIOR POWER & LIGHTING — Goodrich, MI

Administrative Assistant / Office Manager

August 2011–August 2014 40 Hours/Week

● Managed administrative operations for a busy electrical company, including scheduling, payroll, customer accounts, data entry, records, and customer service.

● Communicated with customers and businesses, maintained existing accounts, and assisted in developing new accounts.

● Organized office workloads, maintained accurate records, and ensured administrative assignments were completed within established deadlines. FLINT CARDIOVASCULAR CONSULTANTS — Flint, MI

Administrative Assistant / Office Manager

June 2009–June 2011 40 Hours/Week

● Managed administrative operations in a healthcare environment, including scheduling, payroll, data entry, accounts payable, accounts receivable, and confidential records.

● Supervised more than 12 office employees and assisted with interviewing, hiring, scheduling, and employee management.

● Communicated with patients, medical staff, and outside organizations while protecting confidential information.

● Maintained accurate administrative and financial records and resolved routine and complex office issues.

ADDITIONAL LEADERSHIP EXPERIENCE

Upward Sports — Director / Coach / Program Coordinator (Volunteer) 2008–2016 Directed a youth basketball and cheer program; coordinated scheduling, events, accounts receivable, advertising, and training of coaches and referees. Kearsley High School — Junior Varsity Cheer Coach 1997–2006 Coached for 18 consecutive seasons; supervised teams of 14+ athletes and coordinated practices, competitions, schedules, and events.

EDUCATION

Kearsley High School, Flint, MI — High School Diploma, 1997 University of Michigan–Flint — Coursework in Communication and English, 1997–1998 Mott Community College — General Studies Coursework, 1998–2001 TECHNICAL & PROFESSIONAL SKILLS

Microsoft Word • Microsoft Excel • Spreadsheet Development • Data Entry • Documentation Review • Remote Customer Service Systems • Benefits Administration • HIPAA Compliance • Typing 55+ WPM

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