Gail Wynn, Mba Email & Phone Number

Alpharetta, GA

• Manage production-related issues on an international scale; expedite the resolution of escalations, quality, and execution issues in collaboration with Hyderabad / Pune management teams. Analyze and update all.
• Implement new internal COBRA controls for compliance resolution; developed and introduced a quality control circle meeting to minimize errors, boost team performance, and build team cohesion
• Strengthened internal communication and process flow for the international team by analyzing and documenting processes and procedures; executed best practices and implemented direct guidelines
• Created and implemented a reward and recognition program for international ops production teams
• Optimize customer satisfaction related to case completion and turnaround times; effectively addresses issues outside of COBRA operations, including any production or process-related conflicts
• Facilitate and lead effective training programs for the production team; develop and deliver training on case management, case escalation, and inquiries which increase performance metrics and SLAsProject manager for.

Alpharetta, GA

• Delivered strategic guidance on case management, escalation, inquiries, associate coverage of the production support line, and queues; served as the primary point-of-contact for production support issues with the.
• Recipient of COBRA Operations Stellar Service awards in 2008 and 2009 for providing exceptional overall quality, production, and service to clients; consistently surpassed objectives and expectations
• Designed, developed, and delivered training programs for client services and solution center teams on all COBRA regulations, customer relationship management, system limitations, and functionality
• Established, strengthened, and maintained positive relationships with internal / external associates and fostered a positive work environment; provided influential leadership, coaching and mentorship

• Coordinated and conducted efficient client meetings, escalation and resolution management tasks, and quality service reviews based on SLA deliverables; developed comprehensive action plans to address key challenges..
• Anticipated customer needs and expectations to coordinate and customize solution variations from standard options while consistently exceeding all goals; recognized for delivering world class service

• Provided influential leadership, coaching, and mentorship to an international team in Hyderabad and Pune, India; facilitated and led training programs on annual enrollment processes and requirements. Achieved continual.
• Instrumental in achieving annual revenue goals of $1,500,000; successfully directed complex projects for HR management services in payroll, retirement plans, and benefits by implementing new rate modifications and.
• Established, implemented, and introduced new protocols, recommendations, and documentation to facilitate annual enrollment processes; achieved seamless execution of benefit administration tasks

Master Of Business Administration, Human Resources Management And Services

Bachelor Of Science, Business Administration

Certificate, Project Management