Melissa Rivera Email & Phone Number

• Monitor client operational measures.• Provide creative solutions to improve and optimize client delivery. • Work with internal Colleagues, carriers and participate in client meetings. • Develop reports utilizing various data tools to meet client plan rules and resolve issues. • Manage day-to-day administrative affairs while managing client sessions and recruitment of employees.• Partner with extended team to achieve all annual new client acquisition and aggressive firm revenue targets.• Collaborate with clients to resolve requests they may have related to a project or an escalated employee issue.• Manage front-end operations to ensure professional, effective, and mutually beneficial business relationships.

Remote

Orlando, Florida, United States

• Monitor client operational measures.• Provide creative solutions to improve and optimize client delivery. • Work with internal Colleagues, carriers and participate in client meetings. • Develop reports utilizing various data tools to meet client plan rules and resolve issues. • Manage day-to-day administrative affairs while managing client sessions and recruitment of employees.• Partner with extended team to achieve all annual new client acquisition and aggressive firm revenue targets.• Collaborate with clients to resolve requests they may have related to a project or an escalated employee issue.• Manage front-end operations to ensure professional, effective, and mutually beneficial business relationships.

Orlando

• Monitored and evaluated all quality, managing weekly and monthly expectations.• Managed all disciplinary actions, improvement plans, and performance promotions. • Managed a team of customer service representatives for Enterprise Benefits Health & Welfare. • Communicated general client expectations and HR policies, verified and inputted weekly payroll. • Managed daily relationship building with workforce management; scheduling, service level, and training.• Responsible for daily employee interaction, which included attendance, metric requirements, and adjustments.• Conducted weekly/monthly 1.1’s, setting expectations from feedback collaborated from Team & Client Managers.

Orlando, Fl

• Managed and maintained a strong relationship with Partner Site (Sitel). • Assisted in monitoring quality assurance amongst the Partner Sites, partnering with the aligned TL’s. • Developed and presented the training calendar for the trainers that would be traveling to the aligned Partner Sites. • Led weekly AE POD calls, which consisted of planning for training, discussions about attendance or performance concerns. • Maintained daily communication with the trainers, escalating any questions or concerns that needed to be addressed immediately. • Worked closely with Workforce Management Team about any upcoming training, MTO/VTO planning, or any planning that would impact service levels.

Orlando, Fl

• Managed and coached all incoming CSR’s during Ongoing and Annual Enrollment. • Conducted new hire orientation, consisting of communicating general client expectations and HR policies. • Updated employee databases daily with all any necessary disciplinary actions or any change of personal information.• Monitored and evaluated recruiting metrics such as daily call volume, new applicants, new enrollments, and retention.• Managed the flow of candidates thorough the recruitment process, from scheduling interviews to bringing new employees on board.• Recruited and interviewed candidates for all upcoming Customer Service Positions, Administrative and Entry Level Positions, IT Positions, and Various Call Center related positions.

Orlando, Fl

• Responsible for recruiting, interviewing, screening all qualified candidates for Corporate Level Positions, Executive Level Positions, Entry Level Positions, and various positions within the IT and Government Divisions. • Conducted comprehensive telephone screening interviews and overseeing the administration of pre-employment assessments.• Reviewed job scope with hiring managers, discussed industry norms/competitive offers, and sourced top talent for openings.• Advertised all open positions via the internet, local professional organizations, job fairs, and various campus recruiting events. • Conducted in-depth face-to-face interviews, maintained personnel files, and kept them up to date (I9’s, applications, etc.).• Communicated HR policies, policy changes, and maintained & distributed weekly payroll.