Gina Walker Email & Phone Number

Greater Chicago Area

Chicago

Manage call centers that provide software and health and welfare benefits administration support for clients of various industries- Consult with clients on software design, participant facing communications and processes to increase site usability and reduce call volume- Implemented new call routing and recording system, designed new CRM tool to track callers and enhance research- Calculate call volume and staffing model, design training content and process, and oversee the call center to insure several service and quality performance guarantees are met for all clients - Subject matter expert and lead trainer on benefits administration basics including medical, dental, FSA, life, voluntary plan designs, Health Care Reform and the Affordable Care Act for internal staff, clients and customers- Presented Call Center solution for clients in the sales process, lead quarterly stewardship meetings, provide reporting, stats and analytics to consistently meet the Net Promoter Score goals- Collaborate with clients to create strategies and processes to reduce employee escalations, enhance customer service, and streamline the disputes and appeals process

Chicago, Il

Help small business owners meet client demands and grow their business: A Perfect Event, Chicago, www.aperfectevent.com• Set up displays according to specific design requirements for various types of events including weddings, parties, and corporate events• Collaborated with clients and vendors to create a customized and personal event• Assembled advertisements and products for client delivery• Create and distribute advertisements to solicit new business• Write proposals, bids, and estimates • Create billing and process accounts receivable

Lincolnshire, Illinois

Managed implementation and ongoing administration of call centers for health and welfare, savings, and retirement plans for fortune 100 clients • Created new revenue stream to address client and industry need for education and counseling services to plan participants impacted by industry and regulatory changes• Trained customer service managers, business developers, client consultants and clients on how to customize services to meet client needs• Developed project plan model using new technology that drove the implementation process across all clients, designed training modules and online reference materials for customer service associates and clients• Analyzed project scope, defined delivery model, including determining training and staffing needs, operational, technology and telephony needs and identified most cost effective processes• Managed relationship with clients to insure a smooth transition and client satisfaction• Trained and coached managers and associates on the new Systems Development Life Cycle (SDLC) tool• Lead and staffed customer service team of associates and managers by providing coaching, mentoring, career counseling, communicating expectations, implementing process improvements and rewarding successes• Created strategic plan to staff, train and manage all aspects of benefits call center including setting and meeting financial and quality goals• Partnered with client and cross-functional operations within Hewitt to coordinate action plans for daily operations, establish work priorities, insured customer and client satisfaction while maintaining costs, productivity and quality goals • Improved the overall quality of customer service delivery by creating streamlined systems to track and report trends to client, lead the implementation of online resource and restructured the training program