Serve as the primary point of contact for clients and brokers, addressing their needs and concerns in a timely manner.Develop and maintain strong relationships with clients, ensuring high levels of satisfaction and retention.Coordinate with internal teams to ensure that all services are provided accurately and efficiently.Prepare and send reports on account performance, service utilization, and other key metrics.Identify and address any issues or challenges faced by clients, working towards effective resolutions.Handle escalations and complex client issues, coordinating with relevant departments to ensure timely and satisfactory outcomes.Work closely with internal departments, such as claims processing, sales, and customer service, to ensure cohesive service delivery.

• Addressed and resolved client issues or complaints in a timely and effective manner.• Acted as an advocate for clients within the organization, ensuring their needs and preferences are considered.•Supported account managers with daily operational tasks and client interactions

Insured timely and accurate responses to member (customer) requests and concerns, adhered to service level agreements (SLAs).Identified, troubleshooted, and resolved member (customer) issues efficiently, escalated complex problems to higher-level support or management as needed.Documented and tracked all member (customer) interactions and resolutions in the company’s CRM system, ensuring accurate records.Participated in training and professional development opportunities to enhance expertise and service skills.Collaborated with other departments, such as claims, technical support, and account management, to resolve client issues and improve service delivery.

Facilitated plan sponsor (customer) training to new and existing front line staffUpdated and maintained plan sponsor tool (SharePoint) to house relevant benefit informationDeveloped weekly reporting to show projected potential claim payout ($30m-$40m)Provided High Claims Paid information to account teamAudited non-standard benefits including reviewing and reprocessing all effected claimsReviewed SBCs (Summary of Benefit and Coverage) to insure accuracy of plans intentHandled Escalated issues from plan sponsor directlyCollaborated with the account team to ensure a smooth customer service experience Was subject matter expert for all aspects of the planHandled DOI (Department of Insurance) complaints in a quick and efficient mannerWorked with Vendors to ensure programs are being appropriately administered

Evaluated live and recorded calls to improve performance and exceed department standardsIdentified quality trends Trained customer service team on workflows and internal systems as it relates to job performance Implemented a Quick Base to track and store Client Advocate coaching’sAssisted plan sponsor liaison in an escalated call Quick Base training department wideProvided accurate medical procedure estimates by pulling provider contracts Assisted in plan sponsor specific training department wideSupported supervisor in handling escalated issues in a timely mannerTrained advocates on phone procedures Root cause analysis as to why an issue occurred

Ability to resolve complex issues with sensitivity and discretion.Demonstrates professionalism and presents a positive image of the company when interacting with members/customers.Logistical Liaison between member and provider office

Resolved complex issues with sensitivity and discretion.Demonstrated professionalism and presented a positive image of the company when interacting with members and constituents.Served as a mentor for new hiresHandled escalations that are assigned by team supervisor

Built and maintained rapport with employees and customers while retaining a professional and positive dispositionWorked with employees on up-selling techniques in concessions to achieve company sales goalsRequired the ability to think on my feet to meet immediate customers’ needsWorked as a team with co-managers to ensure that corporates core values were upheldManaged the hiring/onboarding process for Floor Staff; including scheduling interviews Interviewed applicants and made hiring decisions based on theaters needsUploaded new hire paperwork documentation to UltiproI-9 documentation, as well as annual audits to remain in complianceManaged and processed terminations through Ultipro Maintained Employee Personnel File and performed annual compliance auditsE-verify trained and certified through Ultimate SoftwareMaintained theatre's Ultipro payroll system (Job Changes, Salary Changes, Terminations, Leave of Absence)Trained employees on different processes that allowed the theatre to run efficiently Quality inventory and payroll management to assure quality and consistency to employees and customersProcessed bi-weekly payroll for theatre to ensure accurate time keeping practices were in placeMaintained relationships with vendors to assure that necessary supplies were allocated and kept in stockMaintained vendor invoices to ensure vendors were being paid on timeOpened requisitions to fulfill staffing needsFacilitated new hire orientation Basic knowledge of HR laws and regulations

Managed and monitored floor staff to assure quality and consistency for clienteleAssisted management for the training and education of new employeesDelegated nightly duties and coordinated break schedules for employees

Fulfilled concessions and cashier duties while maintaining a high output and positive attitudeBox Office and cashier dutiesUsher to ensure quality and maintenance of movie theaters