• Taught and guided groups of 15 to 20 students in daily lessons, crafts, play and group activities.• Managed the classroom, redirected student behavior, handled conflicts and emergencies.• Provided one-on-one consolation, first aid, care and guidance with students as needed.• Interacted effectively with parents, colleagues and administrative staff.• Prepared and implemented lessons and various activities to facilitate student knowledge and skills in areas of language, literacy, social, emotional, cognitive, gross and fine motor skills in preparation for kindergarten.

• Demonstrated strong organizational, analytical, problem solving, math and accounting skills in preparing multiple premium wires, addressing field inquiries, and resolving discrepancies.• Provided Help Desk support for 50% of daily objectives for the Settlement Statement/Fund Accounting Unit during a key member’s maternity leave, peak periods and monthly close of books.• Developed and delivered over $40,000,000 annually in individual IMO/HMO Premium Wire Totals and Unit’s Out of Area Dependent Wire Requests to business partners with 100% timeliness and accuracy at scheduled monthly deadlines. • Delivered Team IMO/HMO Wire totals with 100% timeliness to ACH Wire Request Coordinator at scheduled monthly deadlines as the backup Team Wire Coordinator.• Assisted teammates to achieve Unit goals by pro-actively helping them meet deadlines, resolve discrepancies, and provide backup coverage.• Trained and coached individual teammates one-on-one in claims processing, Out of Area Dependent Wire Requests, HMO reimbursement and reconciliation.• Initiated process improvements such as automating a master wire upload in Excel. Utilized a strong understanding of multiple computer systems to research and resolve discrepancies.

• Accurately prepared and delivered HMO Membership Premium payments with 100% timeliness at scheduled deadlines each month.• Researched and resolved wire, ACS and member discrepancies in a timely and thorough manner. Pro-actively identified potential problem situations while auditing ACS details.• Provided prompt, professional and reliable service to HMO Service Centers, Field Offices and Customer Teams when responding to incoming enrollee/rate discrepancies.• Initiated process improvements such as incorporating the calculating Tabular Rate Table on wire spreadsheets throughout the Team to eliminate unnecessary and redundant work.

• Managed a substantial caseload of 65 customer accounts with professional, reliable, prompt service to field contacts and excellent interpersonal skills with sensitive corporate customers.• Demonstrated an ability to work well under pressure during high volume enrollment periods, excellent management of resources and attention to detail reflected in processing enrollments with 99% accuracy, resolving discrepancies and meeting deadlines.• Assisted others on the Customer Team with backlogs and promoted positive, results-oriented working relationships with team members and other departments.• Initiated process improvements by providing instruction and support to team members for batch enrollment, handling Middle Market & SBM cases, COBRA Direct accounts, CCN Dental formatting, MCS system, and Comtec.

• Managed over 65 phone calls per day on average and over 100 calls processed daily during high call volume periods with 99% keying accuracy. Average call processing time of 2 minutes 50 seconds and post-call processing time of 49 seconds on average.• Demonstrated strong understanding and very adept navigating through multiple computer systems, documented eligibility problems, claim and provider payment errors using LAN and SEAKO. Became a resource leader for unit and assisted in training new members of unit.• Improved workflow processes by creating instructional documents, including language assistance, to educate new unit members in communicating with Spanish-speaking callers and using the online log.• Provided policy holders and providers with plan/benefit information; verified data received from policyholders to providers and interpreted contract information.• Assisted regional offices in resolution of customer complaints.• Performed second sale utilizing customer service role.