Dee Carter Email & Phone Number

Tampa, Florida, United States

 Provide specialized expertise to resolve complex retirement and health and wellness cases received from HR Agents  Create materials and facilitate training to new hires, including SAP training, onboarding, and Personnel Administration  Administers company-sponsored benefits plans in compliance with plan provisions and administrative policies Act as liaison between vendors and internal departments regarding insurance eligibility, death claims, retiree benefits, and provided solutions on relatable issues Process earning statements for retirees to ensure they are paid on time Research pension and retiree medical plan inquiries; gather data and make recommendations to resolve issue. Research complex employment history requests received from vendor Prepare and review information for processing retirement packages, on-going member maintenance and payment authorizations Process MercerGOLD quarterly certification for Retiree SPD’s  Complete employment verification requests for participants  Initiate death claims and provide ongoing communication to vendor, beneficiaries, and funeral homes. Provide support for retirement plan processes including internal/external audit compliance and pension statement processes.  Oversee process improvements, support work, provide knowledge base improvement suggestions, work on special projects and provide coaching for peers

Tampa, Florida, United States

 Provide specialized expertise to resolve complex retirement and health and wellness cases received from HR Agents  Create materials and facilitate training to new hires, including SAP training, onboarding, and Personnel Administration  Administers company-sponsored benefits plans in compliance with plan provisions and administrative policies Act as liaison between vendors and internal departments regarding insurance eligibility, death claims, retiree benefits, and provided solutions on relatable issues Process earning statements for retirees to ensure they are paid on time Research pension and retiree medical plan inquiries; gather data and make recommendations to resolve issue. Research complex employment history requests received from vendor Prepare and review information for processing retirement packages, on-going member maintenance and payment authorizations Process MercerGOLD quarterly certification for Retiree SPD’s  Complete employment verification requests for participants  Initiate death claims and provide ongoing communication to vendor, beneficiaries, and funeral homes. Provide support for retirement plan processes including internal/external audit compliance and pension statement processes.  Oversee process improvements, support work, provide knowledge base improvement suggestions, work on special projects and provide coaching for peers

Brandon, Florida, United States

 Primary point of contact for pension and benefit inquiries from active, retired, terminated employees, employees on leave, and corporate employees resolving 90% – 98% of inquiries during first contact Responsible for providing consistent, high quality customer care and service excellence to our customer base of 70,000+ Coca-Cola North America Associates Complies with HIPAA guidelines pertaining to all health information Responsible for educating current and former employees about their benefits as well as pension Inquiries Assist employees and retirees with the completion and processing of pension packets  Educates employee/retiree on their entitlements, tax guidelines, and payout process retirement plans Process all offline inquiries received via fax, email, and HR Portal Requests Run estimates for pension benefits Track pension payments and advise on disbursements Interprets all benefit and pension policies for Union and Non-Union Associates. Able to interpret bargaining outlines and contracts Liaison between departments accountable for resolving escalated inquiries Documents all calls received through SalesForce or Benefits Connect- Case Management Tool Use SAP (HR Management System) to prevent errors with billing on Benefits Inquiries (various infotypes and research methods) Mastered profound knowledge of HR Processes and Practices as they relate to Employee Benefits such as Medical, Dental, Vision, Well Being, Health Savings, Personal Leave of Absence, FMLA, Short or Long Term Disability, Cobra, Life Insurance, Vacation, Sick Time, Tuition Assistance, Adoption Assistance, Service Awards, Bargaining Contracts, 401k, Payroll, Worker’s Compensation, Time Keeping and Pension Plans

Tampa, Florida, United States

 Assisted with onboarding and training new hire agents  Provided support and created PowerPoint training decks for new initiatives  Supported the floor as subject matter expert Continuously exceeded monthly established goals (scorecard measured productive, adherence, and quality; 98% ) Established new, internal, and external customers in a contact center environment Account development and retention of existing customers Processed introduction calls to new Coca-Cola Company customers and updated outlet profiles accordingly Proactively handled potential new customer inquiries Performed routine operation projects as well as updating data entry systems as necessary Appropriately qualified prospective customers who have expressed interest in serving Coca-Cola beverages through rapport building and asking relevant probing questions Provided excellent customer service to all callers by taking ownership and helping resolve issues Abided by documented quality guidelines when handling customer calls Displayed excellence by being punctual and dependable for assigned shift Followed operational procedures by adhering to an assigned schedule

Tampa, Florida, United States

 Processed sales, service, and support requests for 90-120 inbound calls per day Responsible for placing customers’ orders while upselling to current initiatives  Provided excellent customer service to all callers by taking ownership, helping resolve issues, and actively listing Continuously met and exceeded in the categories of Sales, Adherence, and Quality  Provided mentorship to peers on quality and sales to increase overall performance Hosted team meetings, created team sales incentives, and assisted with developing peers Assisted with quality task force to improve the quality process  Created multiple Ad PowerPoint presentations for team related sales improvement  Collaborated on site incentive to improve sales and performance  Assisted with special turnkey projects

Tampa, Florida, United States

 Licensed in Property & Casualty Insurance  Responsible for servicing and facilitating product acquisition through various channels (phone, e-mail, and fax) Handled adding and deletion of vehicles and operators Responsible for rebasing polices to the correct state and following guidelines required by each state Empathized with members and provided offers and solutions  Specialized in gathering information and closed on product sales Followed all regulations, laws, and guidelines provided by USAA Assisted manager with y-cording with agents on the team to listen to their calls and provided feedback to improve their customer services skills

Tampa, Florida, United States

 Specialize in helping Citigold representatives with any difficult calls via assist gate  Responsible for assisting all representatives with clients requesting to speak to a supervisor Provide coaching on evaluated calls as well as scorecards for representatives  Handle escalated supervisor retention calls  Effectively resolves conflicts  Reliable for paying strong attention to detail to avoid compromising client’s information Identified and researched different types of fraudulent actives  In charge for helping managers update and maintain employees’ adherence to they’re schedules Viewed, managed, and amended assisted guides for processes in the SOURCE  Assisted managers with making Performance Improvement Plans for team members who are not meeting their status Follow all regulations, laws, and guidelines provide by the bank