• Maintained world-class Mass Mutual customer satisfaction for policyholders and participate in collaborative internal improvement and development projects. • Process policyholder claims while maintaining customer relations and adhering to established company procedures and guidelines. • Initiate and participate in collaborative projects with internal partners to accomplish customer satisfaction and resolve case conflicts. • Instrumental in decisive management of annuity products by utilizing critical thinking to perform risk assessments. • Ensure successful customer interactions with claims investigations and efficiently resolved obstacles to achieve customer satisfaction in a timely manner.

• Operated as schedule coordinator for clients by managing caretaker schedules through Sandata software. • Ensure scheduling systems were properly maintained and accurate to meet client needs.• Communicate with clients and family members to update schedules and ensure clients received care according to company standards.• Manage Sandata software and caregiver timecards to maintain accuracy of information.• Document all communication, calls, texts, email, etc., with clients, case managers, and staff to ensure excellent customer satisfaction.

• Maximized customer satisfaction at MassMutual through Talent Burst Temp Agency. Successfully rectified customer problems and developed positive relationships with MassMutual clients resulting in direct hire by Mass Mutual• Utilized communication skills and anticipated caller’s needs to create efficient interactions and to solve conflicts on first contact. • Balanced time constraints to provide callers with excellent service and exceed department expectations.• Effectively navigated company software to resolve service requests from policyholders, general agents, producers, and field personnel.

• Provided customer service in the Human Resources department as the primary contact for benefit inquiries and claim resolution in LeGrand’s Open Enrollment program. • Assisted clients with conflicts related to enrollment cards, dependent inquiries, address changes, 401k loans, and additional issues. • Effectively communicated with clients to explain new benefit plans, policy changes, and compliance notifications. • Assisted in management of the benefit plan renewal process. • Coordinated and tracked worker compensation, FMLA, and disability leaves in healthcare sector.

• Diverse specialist assignments in Underwriting, Benefits, Compliance and Federal Guidelines, Event Planning, and Customer Service and Support. • Assignment companies included Berkley Asset Protection, Trinity College, Pension Real Estate Association, Comcast/Xfinity, and Propark America.

• Worked closely under VP of Operations and with Disability Operations Managers to identify, prioritize, and manage improvement projects as they relate to Disability Operations and Bank of America Company strategy.• Assisted in maintaining a comprehensive quality review and completed various quality checklists for new and existing business functions for our clients and third-party administrators. • Maintained up-to-date knowledge of the products, process, and procedures functions towards developing and evaluating existing procedures, and identified issues leading to more accurate and on-time claims services to the policyholder.

• Supervised staff of 14 direct reports to maximize Claim Operations effectiveness including coaching, developing, and administration of performance management activities. • Worked as a point of contact to both Claims and assigned partners to effectively understand the unique needs of Claims. • Developed, implemented, and optimized monitor workflows for the IRIS Team and Expense Processors. • Assisted in managing the new processes and workflow of the Claim Operations Department to include processing efficiency, technical direction, staff development, quality assurance and catastrophe management.

• Strengthened company's business by leading implementation of Vanity lines for each Organization to properly track their individual productivity for reporting purposes.• Initiated rollout of new enterprise enhancements solution for our system to properly calculate the mathematical Disability payments for our customers. • Provided coaching and held team members accountable for performance while managing attendance, employee retention and addressing behavior of team members.• Developed strong partnerships with key stakeholders throughout organization- Sales, Product, Legal, and Compliance.

• Documented and maintained billing procedures and documentation for hospital in compliance with the billing regulations. Ensured compliance with period audits for patient accounts.• Assign daily tasks to staff members, developer work schedules in accordance periodic with Human resource policies.

• Researched, analyzed, and reported daily call center statistics on call volume and customer service performance. • Achieved and maintained audit scores of 99.3% through superior Customer Service• Specialized in customer service for Family Medical Leave Act and Short-Term Disability for customers.

• Assisted Supplier Application Managers and Agents (Vendors) with submitting bids and entering information on the Oakleafbid.com system while maintaining database of all vendor profiles. • Facilitated the collection and distribution of complex procurement data while ensuring accuracy as the data flowed through the process.

• Prepared and reconciled account schedules as required for Annuities.• Supervised interns through tax seasons and regarding annuities disbursements.• Partnered successfully with other departments and clients to deploy the company's first paperless document department.