Ruby Garner Email & Phone Number

United States

• Responsible for the design, development, implementation, validation and coordination of programs that support talent management• Plans, trains, and promotes career-related programs, events, presentations and workshops to provide employees opportunities for career growth• Works directly with Aflac employees to assist with career growth to include; resume reviews, career coaching, mock interviews, educational assessments and job shadowing• Analyzes data to identify and track metrics to determine overall effectiveness of the Career Success Center• Maintains department portal page and SME for department databases and systems testing• Toastmasters coordinator for all 4 Aflac clubs as well as the TEACH mentor program coordinator• Redesigned and launched the companywide TEACH mentoring program

New Account Set-Up

• Acted as the departments subject matter expert and support for strategic projects, Aflac associates, team members and other cross functional departments• Monitored and enforced daily service level agreements to maintain department goals • Coached, mentored and motivated team members and advocated for employee career development• Evaluated, corrected and rewarded performance by coordinated daily activities to increase efficiency in production and quality

• Developed 2 week supervisor training course as well as trained the course• Onboarding mentor for newly hired trainers • Designed, developed, researched and maintain all aspects of online and classroom training• Edited, proofread, and coordinated materials such as proposals, lesson plans and procedures• Trained newly promoted supervisors• SME for special projects

• Produced reports on status and progress of work and rolled up results to Supervisor • Conducted quality audits, provided coaching and feedback regarding performance to trainees • Set-up and maintained classroom during a new hire, workshop, or internal training class• Answered question from trainees on procedures, policies, and complex situations• Ensured successful transition of new employees to their new work environment• Gathered relevant facts to prepare documents; established, maintained and archived a library of communications material

New Account Set-up-Cafeteria Plan Services:Served as a SME for Cafeteria Plan Services areaMaintained the daily production, PTO and work assignment reports and reported results to managementProjected daily work load and assigned work to peersServed as a point-of-contact in Lead or Supervisor absencePerformed quality checks for new hires, provided feedback to specialists and provided findings to LeadEstablished a relationship with primary contact from the account and the Aflac associateIdentified discrepancies and took the necessary steps to resolve customer issuesGathered all pertinent information needed from accounts to successfully complete the set-up process

Analyzed customer requests, including Beelines, to determine the appropriate action neededPerformed policy maintenance changes associated with the requestComposed letters to request additional information as neededAnalyzed service requirements from invoice, A-Pay Activity Sheets, or correspondenceDetermined disposition of funds not paid as billed or allocated within appropriate suspense accounts

Describe your position

Received inbound calls regarding Cafeteria PlansAssisted the customer until issues were resolved Accurately processed point-of-call transactions including, customer name changes, address changes, cancellations etc.Assisted the less experienced Customer Service Specialists with the more complex issues that arose to ensure customer satisfaction and ensured service level goals were metAssisted the Customer Service Supervisor with training, coaching and mentoring of the new Customer Service Specialists regarding policies and procedures

Maintained accounting and finance information for the storeTrained new employees in several customer service related areas

Cashier and assisted with food preparationImplemented menu changesAssisted with establishing customer service standards and assisted with training other employees

Bachelor'S Degree, Global Business

Associate'S Degree, Business Administration And Management, General

Education record