Bonnie Ware Email & Phone Number

Roanoke, Texas, United States

Manage high volume of inbound calls regarding retirement pension monthly payments for Texas state retirees. Provide accurateinformation about insurance benefits and resolve customer issues. Guide employees through benefits enrollment process duringopen enrollment, responding to incoming calls and maintaining records of all interactions. Facilitate open enrollment processes,including adding or changing benefits for active employees, retirees, and eligible dependents.● Met and exceeded performance metrics for customer satisfaction, response time, and issue resolution.● Ranked in the top tier for the most calls handled, demonstrating exceptional efficiency and productivity.● Maintained 99% attendance record, contributing to a reliable and consistent customer service experience.● Achieved best quality company standard at 84% each month through commitment to excellence in service delivery.● Ensured compliance with privacy regulations and confidentiality policies to safeguard sensitive employee information.● Actively participated in training and development programs, improving skills / knowledge to enhance service delivery.● Attained customer satisfaction rate of 98% by delivering personalized support and exceptional customer service andresolving inquiries courteously in collaboration with multiple departments.

Irving, Texas, United States

Directed all facets of DEVA department located across two regions within Irving, Texas, and Westerville, Ohio. Led end-to-enddepartmental policies in adherence to organization’s policies and procedures. Ensured exceptional business operations viaconsistent attainment of practices. Headed all assigned operations while uncovering/identifying business enhancementopportunities. Aided in fulfillment of organizational goals by managing diverse departments and streamlining processes.● Served as Case Manager in subrogation case management, handling complex cases over a year and a half.● Enhanced efficiency of teams by administering day-to-day tasks of two high-skilled supervisors.● Steered creation, maintenance, and implementation of key project strategies and process documentation.● Ensured compliance of storing / distributing Personal Health Information (PHI) with HIPPA and Government security guidelines.● Oversaw all department production procedures while leading key tasks associated with team building, involving training,coaching, and mentoring.● Remained loyal and dedicated employee for six years until company-wide layoff on September 21, 2021.

Assist job seekers with writing effective and professional resumes and cover lettersTrain and prepare job seekers on how to best answer tough interview questionsFacilitate job seekers in finding and applying to target companies matching their interests, education, and skills

Temporary Asssignment at CorVel: Comprehensive Workers' Compensation Solutions Led meetings, provided team training, and managed daily operations for small department of 10 employeesResolved escalation of client issues, processed claims for workers compensation, processed attendance and payroll

Supervise the activity and performance of up to 30 Patient Care Advocates, consisting of both on-site and work-from-home employeesAudit compliance of Medicare D Operations, including developing, publishing and managing reporting results by providing summaries and /or presenting findings as requiredPerform monthly self-assessment for Product Team, CMS, and Clients in an effort to manage the process of reporting results, documenting remediation activity, and appropriately escalating outstanding issuesDocument corrective action plans, recording results and tracking improvementsFacilitate team meetings and ensure adherence to scheduled trainingDemonstrate active participation in a team environment through the exchange of information, escalation of issues, and identification of potential improvements Exercise independent judgment in making decisions that mutually benefit the member, client, and ESI by thinking creatively and offering solutions to the member and the teamEvaluate quality of work for PCAs by monitoring calls, providing feedback and coaching opportunities for improvement in their daily, weekly, monthly performance metricsACHIEVEMENTS AND RECOGNITIONS• Team of the Quarter 3rd and 4th Quarters of 2007• Client Tour (Virtual Work at Home for CEO David Snow)• Rising to the Occasion (Going Above and Beyond) Award 2005

Assisted customers in telephone inquiries by resolving problems related to mail order prescriptionsSelected to assist with training of New Hire Representatives, and responsible for monitoring and coaching themResponsible for processing prescription drug coverage for patients who were interested in the home delivery pharmacy