Customer Service Quality Assurance
Resume:
Pamela K. Watters **** Kilpatrick Skokie, Il *****
773-***-**** ***********@*****.***
Benefits Administrator…Benefits Consultant…Benefits Specialist
PROFESSIONAL PROFILE
• Creative, results driven, benefits professional. Well qualified and experienced in fast paced environments that depend on efficiency and accuracy.
• Exceptionally competent self-starter. Strong customer service background that includes excellent communication skills, the capability to develop and nurture business relationships. .
• Exemplifies solid time management skills including the ability to organize, prioritize and accomplish multiple tasks while working independently and as part of a with strong Benefits background
AREAS OF EXPERTISE
• Benefits Management
• FMLA, STD, LTD
• BENEFITS ACCESS HRIS System • Policy and procedure Implementation
• Microsoft Office
• Outlook
• AG Workflow • Lotus Notes
• SunGard Products • AG Workflow
EXPERIENCE
General Board of Pension for the United Methodist Church Glenview, IL
Human Resources Benefits Specialist (01/06-Present)
• Act as a liaison between employees and benefit vendors to provide excellent customer service, prepares standard pension calculations, set up starts/stops/changes monthly periodic and non-periodic payments in OMNI for pension payments, address changes, and direct deposits.
• Investigate and resolves outstanding check, prepare, process administrative forms/letters, interact with current and former employees regarding questions about plan benefits, prepare retroactive payments and calculate interest for late payments
• Process monthly pension verifications, update and maintain locator service list for lost pension participants, support annual pension audit, administer COBRA and ensure compliance regulations are satisfied, process all insurance enrollments/termination for eligible employees and process leave of absences for eligible employees to ensure compliance regulations are satisfied.
• Update and maintain data in the in house and vendor databases, track employee absences as reported via phone and e-mail.
• Providing complete counseling to surviving spouse and children upon the death of an employee, ensuring that all continued benefits are updated correctly, approve and deny certifications for bereavement, personal, family and company leaves and assist in the development of new and existing benefits communications.
• Audit and reconcile invoices to ensure prompt payment, serve as a backup for new hire/newly eligible employee orientation and continually serve as a tester in the implementation of new systems and process steps.
PAMELA K. WATTERS CONTINUED
Hewitt Associates, Lincolnshire, IL
Senior Customer Service Associate (09/03-01/06)
• Handled 50-60 incoming calls from client’s employees, answering questions and resolving issues relating to annual enrollment and ongoing issues with health insurance, COBRA, long term disability, short term disability, payroll, 401k savings, pension, and escalated issues.
• Assisted new team members with processing pension payments, annuities and rollovers.
• Subject matter expert for health benefits, retirement, saving and pension plans and exercise active listening, probing, play-back, and style-matching skills to evaluate the customer's needs.
• Research of any outstanding issues which involved the usage of online databases and tools, review of documentation, or contacting the appropriate point of contact for a complete resolution.
Manpower/SBC Ameritech Chicago, IL
Quality Assurance Representative (03/03-09-03)
• Responsible for listening to recorded and live calls of call center representatives to ensure that complete customer service was provided throughout the duration of the call.
• Completed two call evaluations per representative monthly, and provided the representative with feedback to effectively carry out calls in a more positive manner.
Chase Bank Chicago, IL
(06/01-01/03)
Customer Service Representative
• Answered calls from banking customers in regards to checking, savings, and credit cards offered by the bank.
• Opened new checking and savings accounts and assisted with opening new lines of credit.
• Conducted research and resolved all issues of unauthorized and fraudulent activity.
EDUCATION DeVry University Chicago, IL
Major: Business Administration December 2014 Concentration: Human Resource Management GPA 3.0
REFERENCES
Tonia Anderson, MHRM
HR Generalist
*********@*****.***
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