Emily Devine Email & Phone Number

New York, NY, US

New Providence, NJ, US

• Leads a team of EDI analysts and provides support and guidance to ensure proper handling of new EDI feed setups throughout the entire implementation process: EDI feed configuration (carrier requirements gathering, file.
• Acts as the primary point of contact with partners, insurance carriers, customers, and brokers to resolve escalations and complex issues related to EDI implementations.
• Increased total team output by 60% by leading initiatives for improvements to existing processes and collaborating with the team on the creation of new, more efficient methodologies.

New Providence, NJ, US

• Met regularly and collaborated with leadership, product, & sales team to ensure consistency and standardization across the organization.
• Provided instruction for new associates during initial assignments to ensure proper execution of implementation methodology.
• Provided guidance for tenured associates to collaborate in identifying best solutions for clients and optimizing implementation processes and methodologies.

New Providence, NJ, US

• Served as a key internal resource across multiple teams for general product knowledge questions, system-related inquiries, and troubleshooting escalated issues through to resolution.
• Served as acting team lead, assisting junior implementation specialists with day-to-day items and handling escalations, in the event of team lead's absence or inability to assist due to prior commitments.
• Worked closely with the implementation team to foster supportive, collaborative professional relationships.

New Providence, NJ, US

• Managed the entire onboarding process of a rotating portfolio of customers, from contract close through the completion of their technical implementation.
• Acquired, developed, and maintained a working knowledge of HRIS systems and integrations and worked with integration team to create previously insubstantial HRIS-related internal processes.
• Worked collaboratively with sales, product, integration, development, and technical teams to configure platform to meet evolving client and company needs.

New Providence, NJ, US

• Owned the onboarding and training of a call center including the creation of 12 pages of focused training documentation.
• Handled client and participant escalations for junior support specialists and assisted with troubleshooting and resolving escalated issues.
• Trained new hires on department processes, software system navigation, and both federal and state COBRA laws & regulations.

New Providence, NJ, US

• Voluntarily created a department-wide training program including a 14-page training packet and daily training schedule for new hires.
• Worked closely with team lead, manager, and development team to enhance automation by improving software features, procedures, and processes, significantly reducing time the department spent performing manual tasks.
• Significantly decreased frequency of client escalations by providing exceptional customer service and consistently addressing and resolving concerns well within our 48-hour SLA.

New Providence, NJ, US

• Served as primary assigned client contact for day-to-day service and administration of client benefit plans, including for the company's largest client at the time in terms of both size & generated profit.
• Acquired & maintained a working knowledge of health benefits, insurance carrier and company terminology, federal COBRA law, and proprietary company software.
• Provided phone and email support to clients and participants beginning the second week of employment during the busiest time of the fiscal year & the onboarding of a large PEO client.

• Trained entry-level sales representatives into leadership roles across 10+ sales teams & 3 regions (New Jersey, Virginia, & Maryland).
• Coordinated and supervised travel of 4-6 senior training specialists for interregional trainings.
• Awarded the title of "Top Leader" in the region at the 2019 regional conference.

• Interviewed, hired, trained, and mentored a small team of 2-4 people.
• Ran weekly campaign workshops reviewing KPIs & leveraging these metrics to lead beneficial role-playing sales scenarios.
• Selectively chosen to attend the 2018 multiregional leadership training conference in Dallas, Texas.

• Specialized in the acquisition and retention of customers on behalf of a Fortune 50 client.
• Consistently surpassed weekly sales projections.
• Promoted within one month for exceptional sales & demonstrated leadership potential.

Bachelor Of Science - Bs, Marketing

International Business