Christopher Simone Email & Phone Number

Buffalo, Ny, Us

• Integrated survey data (voice of the customer) for sales organization into Salesforce CRM system, allowing for seamless data analysis and reporting on customer satisfaction levels.• Project support involvement moving from SurveyMonkey to GetFeedback and GetFeedback to SurveyVista: this includes participating in RFP calls and learning the new systems to implement to the greater team.• Developed and implemented customized reporting and dashboard solutions in Salesforce, resulting in measurable increase in data visibility for senior leaders and individual contributors.• Brainstorming and executed a comprehensive plan to integrate WalkMe content into Salesforce, resulting in greater user engagement to assist with onboarding.• Produced executive summaries of survey results, highlighting key insights and recommendations for improvement, which were utilized by senior leadership to enhance customer experience and overall success including but not limited to individual results and NPS scoring.• Interacting with external vendors, external consultants, consulting team members and/or matrixed staff as required in development of enterprise tools that enhance effectiveness.• Developing and supports transferring knowledge, best practices (external and internal), methodology and tools to client organizations.• Support organization during new initiatives which would include hands-on help beyond the written directions with capacity to screen share, providing support and Teams recording for scheduled trainings.

Hartford, Connecticut, Us

• Integral involvement in the billing/banking collection process and identifying requirements for a new billing/banking system to identify the process will work efficiently and is designed around the AFA billing/banking processes.• Billing & Collections on over 1000 billed groups and exceed below 0.4% KPI targets to meet department and company goals and ensuring aging reporting is up to date to prevent outstanding invoices.• Reviewing invoices for accuracy and determining issues or variances to ensure we get corrected and up to date billing information to the plan sponsor/client.• Phone and written correspondence with plan sponsor/clients regarding banking and billing issues, ensuring to effectively communicate expectations to resolve any outstanding and possible future banking issues.• Subject Matter Expert (SME) for the AFA Billing Collection process. This enables me to mentor/train onboarding employees of process to ensure collection of funds is successful.• Wrote & Edited documentation, workflow procedures for Billing/Collections process including customer handbooks & banking documents to work directly with legal via Workfront for company approval.• Reporting via Access, Crystal, Excel and Salesforce.com which includes bank returns, prenotes, account receivables and customer issues & concerns.• Microsoft Office suite, including Word, Excel and PowerPoint, Teams skilled in sorting, reporting and formulas including VLOOKUP, PivotTables and COUNTIF. With experience in Oracle A/R to ensure accounts are properly reconciled.• User Acceptable Testing (UAT) on implementation of system enhancements, involved in the implementation of new system for billing and banking and attending calls to ensure end-to-end process gets included for launch.• Working closely with sales, client management, account management and brokers to ensure expectations regarding billing/collections are met.

Hartford, Connecticut, Us

• Served as subject matter expert for billing, providing guidance and support to cross-functional teams, resulting in a 25% decrease in billing-related escalations.• Achieved and maintained a KPM/KPI above 95% for accurate case processing, ensuring compliance with billing and ID card legislation, resulting in improved customer satisfaction and reduced errors.• Developed and implemented a comprehensive medical insurance ID cards access database to centralize all compliance-related data, resulting in a reduction in legislation errors and a decrease year over year fines.• Expert knowledge of health insurance products, industry standards and legislation requirements, including but not limited to fully-insured, self-insured medical, dental and vision products.• Reduced backlogged work by communicating with internal partners to ensure we are addressing issues and concerns and maintained a 3-day turnaround time (TAT) on all case work.• Working closely with sales/account management/underwriting on expectations for billing related functions.

Deep River, Connecticut, Us

• Implemented and maintained functional networks within schooling environment during, before and after school hours to support staff and students in a windows & Mac-based environment. • Maintain and adhere to yearly technology budget within the elementary school as indicated in the contract set forth by the Board of Education.• Updated and altered school website keeping it up to date with calendar information, including BOE/ staffing information.• Resolved any and all technical issues that staff and students were experiencing with hardware, software, and network.

Hartford, Connecticut, Us

• Basic knowledge of payroll functions to stay within deadlines and a consistent payroll schedule, including regulations and state/company guidelines.• Updated and provided expertise in the creation of new workflow processes/procedures for new on-board staff.• Exhibited strengths with window-based programs including Aetna-wide applications (EOS, PeopleSoft, Aetna web-based applications).• Provided back-up support to other payroll processors when needed.

Hartford, Connecticut, Us

• Understanding of Flexible Spending, Retiree Reimbursement, Health Savings and Health Reimbursement accounts (FSA, HSA, HRA and RRA) within in-bound call-center environment.• Addressing customer concerns for specific products (claim issues, balance inquires, ID card transactions).• Processing claims (on and off phone hours) for Aetna FSA products.• Substantiating ID card transactions for dedication accounts within Aetna Book of Business.• Meeting specific metric and turnaround times (as set within in-bound call-center guidelines).