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. • Resolves benefit administration service issues with internal staff and outside Vendors • Counsels employees regarding benefit programs including plan features, procedures, eligibility, premium information • Resolves COBRA administration service issues with internal staff and outside Vendors• Advises COBRA participants of regulatory requirements regarding grace periods, processes, etc.• Processes premium payments• Processes all incoming and outgoing COBRA-related correspondence• Meets or exceeds all performance standards• Participates in Open Enrollment planning and implementation

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 customers ° Support all organization and departmental initiatives and SLAs° Participate in ongoing training relative to the functional area° Form strong partnerships within the department and organization° Identify and document areas of improvement or innovation through process change or automation° Meets or exceeds all performance standards° Participate in Open Enrollment planning and implementation, as needed

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• Made recommendations or execute corrective actions as necessary.

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• Made recommendations or execute corrective actions as necessary.

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. Issues commonly require a moderate degree of research and investigation as well as in-depth knowledge of Company services, policies and procedures.

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