Tanika Smith Email & Phone Number

Mesa, Arizona

• Provides professional and timely service to internal and external customers
• Effective communication skills via telephone, email and in-person
• Participates in new business implementation process
• Provides accurate and timely responses to all inquiries
• Processes qualifying events, participant terminations, and updates
• Processes benefit-related changes such as life-status changes, address changes, etc.

United States

° Provide professional and timely service to internal and external customers° Effective communication skills via telephone, email and in-person° Participate in new business implementation process and special projects as assigned° Support audit team with requested documentation° Resolve COBRA/Directbill issues and escalations from internal and external.

1850 West Rio Salado Parkway, Tempe, AZ 85281

• Provide direct support to 120+ client’s in administration of COBRA and retiree services, including but not limited to:
• Proactively approach and acting as a client advocate for best practices.
• Travel for Client Performance reviews and Benefit fairs
• Consults on product plans, presents ongoing solutions to issues and improve the consumers’ experience.
• Working across internal organizations to resolve issues and improve internal processes that affect customer satisfaction.

1050 W Washington Ste 100, Tempe, Arizona 85283

• Provide direct support to Relationship Managers client’s in administration of COBRA and retiree services, including but not limited to:
• Proactively approach and acting as a client advocate for best practices.
• Consults on product plans, presents ongoing solutions to issues and improve the consumers’ experience.
• Working across internal organizations to resolve issues and improve internal processes that affect customer satisfaction.

1050 W Washington Ste 100, Tempe, Arizona 85283

• On an ongoing basis, carries out the personnel actions for the call center customer service teams, which includes but is not limited to:
• Hired and scheduled employees;
• Trained and evaluated employees;
• Coaching, counseling and managing performance;
• Making salary, merit or other pay increase recommendations.
• Building Incentive and Job-band growth program

1050 W Washington Ste 100, Tempe, Arizona 85283

• On an ongoing basis, carries out the personnel actions for the call center customer service teams, which includes but is not limited to:
• Hired and scheduled employees;
• Trained and evaluated employees;
• Coaching, counseling and managing performance;
• Making salary, merit or other pay increase recommendations.
• Building Incentive and Job-band growth program

1050 W Washington Ste 100, Tempe, Arizona 85283

• Primary resource for customer service questions while facilitating timely and accurate exchange of information. My tasks often require some use of independent judgment.
• A high level of customer service empathy, professionalism and respect, this position provides a second tier of support, responding to escalated customer service calls in a timely and accurate manner.
• Assist in promoting a strong career-path model for employees by providing feedback and high levels of immediate coaching.
• Maintain team and site level awareness of quality and productivity/efficiency measures. In a manner consistent with continuous quality improvement, provides candid feedback when appropriate.
• Initiate outbound calls to resolve moderately complex issues resulting from email queues, unanswered questions that require a follow-up and/or accounts in which terms and conditions result in moderately complex issues..

4129 E. Van Buren St, Ste. 220 Phoenix, AZ

• Retrieve Customer account balances
• Maintain accurate and timely records of customer interactions
• Provide customer feedback to improve our system and product
• Become proficient in the delivery of Flexible Spending Accounts
• Pre-tax Commuter Benefit services and Health Saving Accounts
• Select to work on a exclusive open enrollment team with pay increase