Remote Benefits Administration & Customer Service Lead

VERNENCIA MACK

BENEFITS ADMINISTRATION CUSTOMER SERVICE REMOTE TEAM LEADERSHIP

Houston, TX 832-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Benefits administration and customer service professional with 22+ years of experience supporting employees, clients, and high-volume service operations. Skilled in benefits enrollment, eligibility, claims support, documentation, complex issue resolution, and remote team coordination. Known for clear communication, accuracy, professionalism, and a strong commitment to service quality and operational efficiency.

CORE COMPETENCIES

Benefits Administration • Health & Insurance Enrollment • COBRA/Eligibility Support • High-Volume Call Centers • Case Documentation • Claims Support • Escalation Management • Process Improvement • Cross-Functional Collaboration • Team Leadership • Attendance & Productivity Tracking • Remote Operations

PROFESSIONAL EXPERIENCE

Remote Benefits Administration Associate II Sep 2023 – Present

Conduent — Houston, TX

Respond to employee and participant inquiries regarding benefit plans, enrollment, eligibility, and insurance coverage while providing accurate, easy-to-understand guidance.

Manage a high volume of calls and service requests while maintaining detailed case documentation, data integrity, and compliance with established procedures.

Use multiple systems to research accounts, resolve complex issues, process benefit-related transactions, and improve response times.

Partner with team members and cross-functional departments to resolve escalated cases and support efficient benefit administration processes.

Maintain comprehensive records and communicate status updates clearly to improve the participant experience and service quality.

Remote Team Lead Jun 2021 – Jan 2022

Konnect Resources / Episource — Houston, TX

Coordinated scheduling for telehealth visits, helping improve patient access, appointment efficiency, and client satisfaction.

Monitored team productivity and attendance, maintained accurate tracking reports, and supported performance planning.

Assisted with daily team assignments, workflow questions, and issue resolution in a fast-paced remote environment.

Introduced and supported digital scheduling tools that reduced administrative workload and improved service delivery.

Facilitated communication between clients and healthcare providers to promote timely appointments and a seamless experience.

Temporary Customer Service Specialist Oct 2016 – Feb 2017

Insperity — Kingwood, TX

Supported health benefits enrollment and employment verification while ensuring accuracy, compliance, and timely resolution.

Processed and organized email requests, tracked open cases, and completed follow-up actions to maintain service standards.

Resolved customer inquiries and identified recurring concerns that supported process and user-experience improvements.

Customer Service Benefits Specialist Jan 2012 – Jan 2016

Randstad / Aon Hewitt — The Woodlands, TX

Processed health benefit enrollments and provided employees with clear, accurate coverage information.

Answered high-volume client calls, initiated claims, communicated status updates, and consistently met performance expectations.

Supported special projects and contributed to team knowledge-sharing and service improvements.

Child Care Worker Jun 2003 – Mar 2012

Unity Children’s Home — Spring, TX

Supervised and supported children in a structured residential setting, promoting safety, emotional development, and positive behavior.

Maintained detailed records of activities, meals, health routines, and developmental progress.

Planned recreational and educational activities and collaborated with appropriate parties to address behavioral or emotional concerns.

Customer Service Associate Jun 2005 – Mar 2006

Assurion — Houston, TX

Managed inbound insurance claims, explained policy information, documented cases, and escalated complex issues as needed.

Used call-center and data-entry systems, including Intellisett, to track requests accurately and reduce processing errors.

Collaborated with supervisors and team members to resolve customer concerns and maintain strong service relationships.

Security Officer Sep 2008 – Nov 2009

Locke Protective Services — Houston, TX

Maintained property safety, completed detailed activity logs, and responded professionally to incidents and stressful situations.

Worked with site personnel and engineers to support safe, efficient operations and strong public relations.

EDUCATION

Texas Southern University — College Coursework, 2001–2003

Booker T. Washington High School — Diploma, 2001 Texas Scholar

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