Erica Masanes, Cebs Email & Phone Number

Houston, Tx, Us

Seattle, Washington, United States

• Hire, train and coach team members preparing them for success and encouraging professional growth. • Design and implement Key Performance Indicators and motivate staff to meet and exceed standards. • Single handedly created customer service onboarding curriculum, standardized policies and procedures, and created document resource library. • Ensure DOL, ERISA, and HIPAA compliance requirements are met through established auditing criteria. • Leverage and manage strengths of… Show more • Hire, train and coach team members preparing them for success and encouraging professional growth. • Design and implement Key Performance Indicators and motivate staff to meet and exceed standards. • Single handedly created customer service onboarding curriculum, standardized policies and procedures, and created document resource library. • Ensure DOL, ERISA, and HIPAA compliance requirements are met through established auditing criteria. • Leverage and manage strengths of team members to achieve high levels of Productivity, Quality, Adherence, and Average Handle Time. • Authorize benefit payments in accordance with system, administrative, and client established policies• Calculate and audit complex benefit payments for multi-employer defined benefit pension plans • Oversee weekly, monthly, and yearly manual check register and IRS 1099R balancing for over 24,000 monthly payments totaling over 11 million dollars in monthly pension checks. • Manage schedules and day-to-day activities and work assignments for all team members in various roles, including customer service phone agents, office and data entry clerks, and pension claims processors. • Initiated process improvements to enhance customer satisfaction, client retention, and drive company profitability. Show less

Bothell, Washington

• Hires talent and coach team members preparing them for success.• Develop Key Performance Indicators, share goals with staff, and monitor performance to achieve results• Analyze processes to improve and enhance the transition process of internal employees, including planning, designing, and facilitating new material resulting in ongoing improvements to service levels• Leverage and manage strengths of team members to achieve high levels of Productivity, Quality, Adherence, and… Show more • Hires talent and coach team members preparing them for success.• Develop Key Performance Indicators, share goals with staff, and monitor performance to achieve results• Analyze processes to improve and enhance the transition process of internal employees, including planning, designing, and facilitating new material resulting in ongoing improvements to service levels• Leverage and manage strengths of team members to achieve high levels of Productivity, Quality, Adherence, and Average Handle Time.• Create and utilize post training coaching tools and tracking methods to close learning gaps and create cross team consistency.• Provide support as a subject matter expert with phone and claim support including knowledge on policies, benefits, provider networks, claim processing guidelines, or communicating problems to appropriate SMEs for expedited resolution.• Create and manage team pages through SharePoint including surveys, forums, and informational pages to continuously engage employees to collaborate and encourage professional development across all aspects of their role.• Coordinate and supervise daily, weekly, and monthly activities of team members both in office and telecommuting. Show less

Bothell, Washington

• Provided a learner-centric approach to ensure engagement and active participation• Specialized in delivery and facilitation of Claims and Customer Service Training• Maintained an interactive, engaging and collaborative learning environment• Performed one-on-one chair side coaching activities creating increased self-confidence, motivation and promote learning from mistakes• Communicated common questions from calls to appropriate Subject Matter Experts as needed• Provided… Show more • Provided a learner-centric approach to ensure engagement and active participation• Specialized in delivery and facilitation of Claims and Customer Service Training• Maintained an interactive, engaging and collaborative learning environment• Performed one-on-one chair side coaching activities creating increased self-confidence, motivation and promote learning from mistakes• Communicated common questions from calls to appropriate Subject Matter Experts as needed• Provided training and/or mentoring to new team members as needed• Communicated training outcomes and progress to leadership• Managed time and resources effectively to ensure timely completion of training• Adjusted learning process to increase retention• Provided post learning and on the job support to learners creating a heightened employee engagement Show less

Bothell, Washington

• Processed claims according to specified procedures and standards, meeting production and quality standards.• Provided expertise and general claims support to teams in reviewing, researching, investigating, negotiating, processing, and adjusting claims.• Resolved customer service inquiries such as benefit and eligibility information, billing and payment issues, physician assignments, authorizations for treatment, and many others.• Educated callers on self-service products that are… Show more • Processed claims according to specified procedures and standards, meeting production and quality standards.• Provided expertise and general claims support to teams in reviewing, researching, investigating, negotiating, processing, and adjusting claims.• Resolved customer service inquiries such as benefit and eligibility information, billing and payment issues, physician assignments, authorizations for treatment, and many others.• Educated callers on self-service products that are available to them, including their responsibilities as a healthcare consumer.• Referred callers to other resources where applicable based on their questions • Determined if third party recovery or reimbursable compensation potential exists and handles complex claim situations.• Authorized the appropriate payment or refers claims to investigators for further review. • Maintained knowledge of changes to healthcare information and process due to healthcare reform Show less

Lynnwood, Washington

• Taught and modeled methods to foster customer and service excellence. • Provided training at onboarding to new employees and developed job aides to enable them to meet production standards.• Created training related materials and assessed training through follow up surveys and retention.• Acted as in team mentor for team members and new employees.• Proactively addressed quality issues and conducted re-training as necessary to increase overall department quality.•… Show more • Taught and modeled methods to foster customer and service excellence. • Provided training at onboarding to new employees and developed job aides to enable them to meet production standards.• Created training related materials and assessed training through follow up surveys and retention.• Acted as in team mentor for team members and new employees.• Proactively addressed quality issues and conducted re-training as necessary to increase overall department quality.• Created and modified schedules to meet forecasted business needs.• Monitored sales goals and performance goals; provided coaching to increase efficiency. Show less

Lynnwood, Wa

• In charge of record keeping techniques to ensure adequate supplies on hand at all times.• Responsible for all pricing signage, adds, and social media advertisement.• Analyzes information to identify root causes, develop and implement solutions in a timely manner.• Personally cultivates business relationships with vendors and clients.• Manages all inventory and business expenses.• Maintains strong customer relationships via oral and written communication skills.• Self… Show more • In charge of record keeping techniques to ensure adequate supplies on hand at all times.• Responsible for all pricing signage, adds, and social media advertisement.• Analyzes information to identify root causes, develop and implement solutions in a timely manner.• Personally cultivates business relationships with vendors and clients.• Manages all inventory and business expenses.• Maintains strong customer relationships via oral and written communication skills.• Self motivates to ensure above standard achievement in all aspects; including services, sales, customer satisfaction, and salon sanitation.• Provides customer service both in person and over the telephone. • Adheres to government issued safety and sanitation standards. Show less

Everett, Wa

• Consulted with clients to determine their individual hair care needs.• Performed all types of hair services for customers. • In charge of all fundraising and team building activities for the student body.• Facilitated dialogue between the student body and faculty.• Answered customer phone calls and helped to deescalate issues. • Suggested hair care products to assist in selling retail and achieved department goals. • Maintained a professional and welcoming reception… Show more • Consulted with clients to determine their individual hair care needs.• Performed all types of hair services for customers. • In charge of all fundraising and team building activities for the student body.• Facilitated dialogue between the student body and faculty.• Answered customer phone calls and helped to deescalate issues. • Suggested hair care products to assist in selling retail and achieved department goals. • Maintained a professional and welcoming reception area. • Ensured appropriate cleaning and sterilization of all equipment.• Maintained calendars, schedules, and coordinated appointments.• Administered cash register transactions upon conclusion of services. Show less

Lynnwood, Wa

• Provided superior customer service to shoppers by attentively listening to their needs and provided assistance to ensure they locate their preferred merchandise. • Responsible for self-motivating and achieving compliance and department goals.• Analyzed issues and identified root causes to develop and implement solutions.• Taught and modeled methods to foster customer excellence. • Responsible for accurately recording and processing all sales transactions.• Processed a… Show more • Provided superior customer service to shoppers by attentively listening to their needs and provided assistance to ensure they locate their preferred merchandise. • Responsible for self-motivating and achieving compliance and department goals.• Analyzed issues and identified root causes to develop and implement solutions.• Taught and modeled methods to foster customer excellence. • Responsible for accurately recording and processing all sales transactions.• Processed a variety of payments and provided daily and weekly reconciliation to ensure accuracy.• Assisted in training of less tenured associates and clarified expectations to hold team and self accountable for results.• Recognized and proactively addressed customer issues to avoid escalation. • Demonstrated knowledge about store products and services in a proactive manner to potential customers.• Responsible for cash register transactions and balanced funds at the end of shift.• Performed follow up calls with existing and potential customers. Show less

Certificate, Cosmetology/Cosmetologist, General

Activities and Societies: Student Council, Phase II Phase II Student Council President

Associate Of Arts (Aa), General Studies

Activities and Societies: Dean's List Running start 2 years Dean's List (one semester)