-Manage contact center to meet and exceed service goals and increase productivity while driving down unit costs and supporting budget-related activities.-Perform personnel actions for the service team, including hiring, training, and evaluation of employees.-Developed ongoing processes for enhanced participant engagement and satisfaction, efficiently managing call queues and striving for first-call resolution.-Responsible for overseeing the hiring and training of new representatives for Stateside operations through international agency partnerships in El Salvador and the Philippines.-Maintain customer focus and productivity aligned with company goals to exceed service goals while optimizing costs.-Establish department processes that maintain 100% call, chat, and email response rates.

-Support management team in monthly quality assurance monitoring -Assist in the coaching, training, and mentoring of Participant Services Representatives within the department -Revamped New Hire training program for new hires and existing team members-Managed newly created Client Success Lead team who act as the main point of contact for escalated customer issues and coaching opportunities for Customer Advocates.-Provide timely accurate, high-quality customer service to participants and internal partners -Developed, created, and maintained high-performing service teams through personnel actions, including hiring, training, and evaluation.

-Manage book of 450 Cobra clients-Strategic Partnership with Brokers-Resolve the most complex customer service problems directly-Support senior level client services team members-Primary contact for service needs-Escalate client concerns when appropriate-Ability to conduct client meetings as needed-Maintain data integrity and quality with any applicable software on a timely basis-Generate client interest in additional lines of coverage and cross serving opportunities-Oversee new client set-up, renewals and open enrollment meetings

•Proactively support the the RVP’s to develop a national block of brokers while promoting the sale of Ameriflex services internally.•Manage retention, renewals and client satisfaction.•Prepare and educate broker/clients on all proposals including RFP request.•Conduct conference calls for new client implementation or open enrollment education•Interact with broker base to facilitate timely notification of new products, services and corporate communications•Train brokers to understand implementation process, time lines, plan designs and the significance of required parts of the New Client Application- so that brokers can effectively sell and implement profitable groups with Ameriflex•Create sales proposals as necessary•Facilitate seamless hand off from sales to operations

* Proactively support the Workforce Sales/Operation team to develop growing base of Workforce clients while promoting the sale of AmeriFlex services internally.* Audit New Client Service agreements and documentation to ensure accuracy and follow up with new clients to request additional information if needed* Act as point of contact during the implementation phase of onboarding* Interact with clients, brokers and strategic partners to educate on new products, services and corporate communications* Conduct conference calls for new client implementation.* Capture the advertising source on all referral contacts within AmeriFlex’s Salesforce.com sales and marketing system* Conduct Workforce HR, Payroll and Time Management webinars for clients and brokers.* Understand basic compliance rules for all products* Be available to answer client, broker and strategic partner calls in the absence of the Workforce RSM.*Business Development

•Assist Account Executive with account management and servicing . •Respond to inquiries regarding claims, premium, eligibility, contract questions, open enrollment, ID cards, etc.•Manage activity assignments to effectively meet critical deadlines and priorities.•Develops and maintains positive working relationships with key contacts and team members in all functional areas.•Communicate with clients on a regular basis, developing a trusting/productive relationship with clients to assure revenue retention.•Work collaboratively to make informed decisions with all resources and key contacts,including identifying cross selling opportunities.

•Provide initial phone contact with participants, answering inquiries and routing calls as needed •Gain an understanding of in-house administrative systems in order to provide high quality customer service, by providing timely and accurate information to the consumer •Respond to customer inquiries regarding balances, charges, claim denials and approvals, card denials, and plan exclusions/exceptions •Research required information using available resources •Handle and resolve client complaints in the best interest of the company and customer •Identify and escalate priority issues •Follow up customer calls on issues not immediately resolved •Update basic customer account information to correct errors •Issue and link Flex Convenience cards to new customers•Recognize, document and alert the supervisor of trends in customer calls•Knowledge of Benefit Administration

-Responsible for managing a team of 10 and all front line activities for the university Bursars office.-Coordinate, implement and streamline operational processes.-Manage Bursars online web info-Analyze accounts and payment discrepancies-Handle all problem student refunds by voiding and researching issues surrounding payment.-University vault custodian

-Provide front-line customer support in growing the association’s membership based revenue-Assist Managing Director, Europe, and Co-Chairs through business development to drive growth in Europe/Middle East and Africa-Develop and maintain strategies to enhance member retention-Created and integrated newly designed MMA member dashboard to support new and current member initiatives that resulted in improving quality customer service programs-Successfully acquired $100,000.00 in new member acquisitions to the association through sales outreach-Participate in trade shows for the Mobile Marketing Association (MMAGlobal) while highlighting and marketing our presence to new prospects about the benefits of joining a global organization -Salesforce Database Administrator

-Manage and implement newly design practices that provide strong customer representation-Supervised/and or participated in the processing of add/drop courses, degree verifications, enrollment review, course audits, withdrawals, transcripts/academic certifications and course registrations-Prepare and maintain departmental information, including Title IV/ general student refunds, cash advances while managing and disbursing student refunds totaling $2 million dollars-Hire, supervise, train and direct temporary and work-study employees-Developed a tracking system for all Return of Funds to bank lenders that made it easier to locate and communicate information to internal and outside agencies effectively-Streamline processing time for all transcripts and academic certifications, within a 24-48 time period-Troubleshoot outstanding balance and financial aid issues resulting in registration blocks and communicating the best course of action to resolving the matter-Relationship building with key clients and resolving escalated issues for internal/external matters-Responsible for providing and managing frontline customer service for students, parents, and alumni

-Process on-going return of promissory notes for Paid-In-Full accounts as federally mandated-Disbursement of Federal Perkins Loan monies to student accounts-Advise students on loan defaults while assisting and processing their loan consolidation-Managed, processed and analyzed financial inquires and correspondences related to the1099/1098-T Tax Payer Federal Relief Program-Responsible for all clerical tasks related to Student Financial Services-Explain procedure involving student account holds, loans and balance issues to internal/external departments and agencies-Compliance with all federal guidelines associated with FERPA, Title IV refunds, disbursement of Institutional and Federal Perkins loans-Review and correct student account balances due to financial aid discrepancies-Heavy client contact with students, parents, alumni and organizational colleagues

-Provide day-to-day operational and management support for the Vice President of Investments and eight other investments professionals. -Create and update Excel spreadsheets. -Draft and edit memos and letters and retrieve reports by our custodian bank. -Hire,supervise, train and direct causal and work-study employees. -Handle and maintain confidential material directed to the Office of Investments. -Edit, copy and collate sensitive investment documents for quarterly Investment Steering Committee meetings. -Schedule and coordinate meetings and conferences. -Make travel arrangements. -Process invoices, data entry, PO's, payroll, check requests and travel expense reports using established University policies and procedures. -Receive visitors and screen high volume of calls directing inquires to the appropriate staff member for action. -Monitor and maintain office files and supplies.