Ashley Tezeno Email and Phone Number

Research benefits details and status and respond to customer inquiries in a high-volume customer response center involvingboth email and phone callsHandle inbound customer calls and make outbound customer calls to understand, verify, and correct employee/consumerbenefits. Confirm coverages and look into billing inquiries, determining if and where issues exist, and correct them asnecessarySupport employer/employee benefit onboarding initiatives and enrollment processes by providing digital platform expertise tobrokers or other users. Help clients navigate the system correctly by providing ad hoc training on any aspect of the systemrelevant to the transactionExamples of the transactions supported would include new hire additions, terminations, life event changes, or any qualifyingevent.Communicate information in a timely, courteous and professional manner.Participates in the development of operation procedures and processes and/or troubleshooting current processes forimprovements.Performs other duties, assignments and special projects that may be required from time to time.

● Processing participant requests such as: enrollments, application for benefits requests, pension projections and loan modeling.● Answering participant questions via the phone or email.● Participating in cross-functional organization-wide projects that support strategic initiatives. Responsibilities might include involvement in writing test cases, performing system testing and training other employees​.● Training experience in this role included side by side training, teaching company values and importance of team based structure● Lead new hires through time management training and setting their day up to allow most efficient performance● Consistently providing quality customer service and support that meets or exceeds the day-to-day requirements and expectations of the position. Performance measures include accuracy, productivity, timeliness, and adhering to all department standards.● Demonstrating knowledge and familiarity with internal documentations such as the summary plan documents and legislation

● Processing participant requests such as: enrollments, application for benefits requests, pension projections and loan modeling.● Answering participant questions via the phone or email.● Participating in cross-functional organization-wide projects that support strategic initiatives. Responsibilities might include involvement in writing test cases, performing system testing and training other employees​.● Training experience in this role included side by side training, teaching company values and importance of team based structure● Lead new hires through time management training and setting their day up to allow most efficient performance● Consistently providing quality customer service and support that meets or exceeds the day-to-day requirements and expectations of the position. Performance measures include accuracy, productivity, timeliness, and adhering to all department standards.● Demonstrating knowledge and familiarity with internal documentations such as the summary plan documents and legislation

● Provided high quality food service and sanitation training to college aged learners in botha standard 16-week and accelerated 8-week format using lecture, powerpoint presentation, activities and assessments in preparation for Illinois food sanitation licensing

● Responsible for processing orders placed via EDI system, adjusting orders, expediting orders, checking delivery status with carriers● Duties also, included answering inbound calls regarding order status, checking merchandise inventory with manufacturing plant● Serviced e-mail and faxed requests● Training experience in this role included side by side training, teaching company values and importance of team based structure● Lead new hires through time management training and setting their day up to allow most efficient performance

● Received and resolved inquiries from health plan participants, account reps, providers, and other parties● Assisted members with benefit information including co-pay information and mail orders, processed and refilled prescriptions● Assisted pharmacy with processing of claims, and client with basic application functionality inquiries● Measured training gaps in our call center scripting and rapport building capabilities● Created training manuals complete with content, powerpoint presentations, handouts, and training assessments to ensure the information was being delivered and retained in a manner that would ensure educated application of new skills in the customer service roll. Designed and facilitated customer service and soft skills training for classes of 8-20 at a time.

• Conducted interviews and evaluated each prospective student based on his/her needs, desires, interests, qualifications, motivations, and commitments, and in accordance with all school policies and procedures, all applicable federal and state regulations and all accrediting agencies standards and requirements. • Presented information in a factual and ethical manner to prospective students and others regarding school’s programs and tuition. • Completed and maintained all required paperwork and data entry in an accurate and timely manner. • Worked with other departments (financial aid, academics) to ensure student satisfaction. • Verified criteria for admission to the school. • Assisted prospective students in completing the admissions process in the most efficient and supportive manner.• Assisted students with finalization of enrollment process and starting date with the school. • Developed an ongoing relationship with the prospective student from enrollment through graduation. • Responsible for the student’s success from inquiry to starting school. Served as an advocate for prospective students

Delta Dental Insurance Company – Client Services RepresentativeServiced on average between 85­-160 call daily assisting members, helping to provide them with a better understanding of the terms of their dental coverage, proactively searching each members accounts to be sure that they are not planning to utilize a service that is either not included in their plan and that has already been used ultimately helping to save the member out of pocket money. I was also responsible for servicing calls from Dentists and their office staff seeking assistance in understanding why a claim had not been paid or why it had been paid in a particular manner. Largely responsible for coverage verification and dental benefit breakdown.Elmhurst Hospital – Switchboard OperatorResponsibilities included fielding on average between 100-­140 inbound calls daily, transferring friends and family to patients rooms, taking accurate messages for Dr.’s when their offices were closed or their staff was out to lunch, overhead paging throughout the hospital, calling of code blues and appropriate quick response teams, as well as maintenance of the hospital cell phone and paging devices. Detailed message taking for patient advocate. Relaying messages to Dr’s, nurse’s patients and office staff.

Answered 90­-135 inbound calls daily, assisting customers with billing issues, credit adjustments, plan selection, plan changes, feature additions, suspension of service, service cancellation, coverage area education, also served as tier 1 technical supportfor customers. I was picked to develop peer training sessions for productenhancement and sales training to help team members become more comfortable selling products and services.