Resolves technical issues submitted through an intake tool including manual completions, adding assessment attempts, registration updates. Communicates with learners/managers on request status and resolution (includes training status, addressing learner questions about training completions and logistics).

• Assist employees with advanced inquires regarding the Global Business Travel Tax Program and policies.• Provide guidance regarding state and global income allocation, taxation, and withholdings. • Provide assistance with the Tracking Tool used by Business Travelers • Educate employees about available resources online to promote self service.• Research and resolve high level escalation and deescalate callers if needed..• Ensure that Business Travelers comply with existing personal income tax filing requirements.• Assist with updating scripting for the internal Knowledge Center and implementing new procedures. • Continuously review compliance cases during each quarter of the year.

• Adept at communicating effectively with the staff and internal colleges.• Creative problem solver with the ability to maximize the client experience, motivate staff and resolve conflict.• Committed to providing superior customer service to achieve service level objectives.• US and International Employee Self Service Case Manager. • Process and resolves internal and external escalations.• Skilled at assisting with employees at various levels with JP Morgan Chase’s policies and procedures. • Provided peer coaching. • Researched employee’s tax, payroll, or disability escalation to actively create a resolution.• Collaborated in focus groups with leadership, analysts, and technology groups to improve HR processing procedures.

• Researched and analyzed healthcare plans, including medical, dental, vision, life and disability insurance.• Designed a comprehensive benefits packages to meet the needs of active employees and retirees.• Educated employees about costs and benefits of wellness programs, life insurance, and employee assistance programs.• Evaluated job status and annual salary to determine cost of benefits requirements.• Advised management on resolutions to benefit discrepancies .• Built and maintained relationships with health and retirement plan providers.• Educated employees about their benefits. • Provided support while appealing decisions made by insurance companies.• Collaborated with vendors to resolve dispute , and report on fees, costs, creditable coverage and appeals.• Completed high level case inquired and escalations.