I work with some of the largest customers who are partnered with A Place for Mom. I work with the customer organizations to confirm move-ins and charges. Once they are confirmed, I manipulate the reports and import them into the Charges Platform to enable the Finance Team to generate timely and accurate invoices. It is important for me to play a key role in helping A Place for Mom grow and maintain a strong and healthy portfolio of community customers through my ability to provide excellent customer service and support while gathering billing information, booking move-ins, identifying customer concerns, and escalating those concerns to the appropriate team while adhering to our company values. • Provide excellent customer service while communicating with community customers via phone and email to gather information for billing and move-in purposes.• Identify customer concerns and escalate those concerns to the appropriate team.• Prepare and format reports in Microsoft Excel and Goggle Sheets for customers with multiple invoices and send clear, detailed written correspondence to the customer.• Format and upload reports from organizations into the Charges Platform for processing.• Document all activities and tasks in the Charges Platform or other platforms as required• Update customer contact information in the CRM.• Work across multiple internal teams including finance and account management teams to address customer needs.• Work with customers to identify and book move-ins the CRM.• Highly organized and efficient; able to independently manage their time in a remote environment.• Extremely dependable and willing to take responsibility• Expert at prioritizing multiple responsibilities while meeting or exceeding key performance indicators.• Capability to exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.

I joined A Place for Mom, as I align with their company values and found it followed my passion for helping others. A Place for Mom helps hundreds of families on a daily basis and it gives me pride to know that my role, helps the families. • Answered customer facing questions via phone and email• Worked with a ZenDesk CRM tool, where I would work and close over 200 tickets per day• The questions that came in from the customers could be related to any issues, their individual webpages, their reviews, updating their profile, updating their contacts and their contracts, etc. • If I couldn't fix their issue, I knew who to reach out to in order to get the issues • I did help to sign up new customers, these were smaller customers, mostly 6-13 beds, but were great additions for the smaller more rural areas where families needed senior living.

• Answer all incoming Benefits inquiries including phone calls, emails & faxes for roughly 2,000 employees, including Partners of the Firm. • Responsible for all Benefits duties reporting to the Director of Total Rewards & HRIS• Process Qualified Medical Child Support Orders for at least 8 states• Assist with the creation of files & send to vendors via a SFTP server • Administer all benefit plans in compliance with Federal, State & local requirements for all classes of employees. Programs include: medical, dental, vision, life insurance, flexible spending, health savings account and voluntary benefits• Administration of the FMLA, ADA and Worker's Compensation leaves (in conjunction with FMLA) in 8 different states & 2,000 employees• Administration of all employee insurance records including medical, dental, vision and life insurance benefits through maintenance of employee files and HRIS• Work with COBRA vendor to help with the administration of benefits, work with the vendor during open enrollment to get notices out & rates updated• Annually and periodically update the HRIS system to reflect new benefits, and benefit changes• Act as liaison between employees and carrier representatives to resolve escalated administrative issues; ensure plans are administered properly• Create, update and schedule complex & ad hoc reports to audit the benefit plans• Work with our benefits consultant on flexible spending account renewals and enrollment periods, and help prepare and review communication materials• Responsible for managing timely & accurate employee benefit data in HRIS associated with enrollments & terminations• Manage the monthly reconciling process for benefit billings and work with accounting to pinpoint any issues as they relate to the general ledger• Instrumental with the implementation of the new HRIS system, including system configuration of all benefit plans, rates, with continual maintenance

• Responsible for all Benefits Coordinator and Benefits Manager duties, reporting to the Vice President of Human Resources• Process Qualified Medical Child Support Orders for at least 20 states across the country• Create files and send to vendors via ftp server• Administer all benefit plans in compliance with Federal, State and local requirements for all classes of employees. Programs include: medical, dental, vision, life insurance, flexible spending, voluntary benefits, time off plans• Administration of all employee insurance records including medical, dental, vision and life insurance benefits through maintenance of employee files and Human Resource Management System (HRMS)• Administer COBRA benefits. Making sure the notices are sent out in a timely manner, answering employee questions.• Update the department's Intranet page• Update the HRIS system to reflect new benefits and benefit changes• Creating and implementing import and export sessions into the HRIS system to load both small and large data files into the HRMS system• Reviewing and approving hardship withdrawal applications for the 401k Plan, to ensure completion and compliance• Act as liaison between employees and carrier representatives to resolve escalated administrative Issues; ensure plans are administered properly and in compliance with plan documents and insurance contracts• Assist in administering the company sponsored deferred compensation program for highly compensated employees and executives• Create, update and schedule complex reports to audit the benefit and time off plans• Responsible for managing timely and accurate employee benefit data in HRMS associated with enrollments and terminations• Provide backup assistance to the Payroll department• Manage the monthly reconciling process for benefit billings and work with accounting to pinpoint any issues as they relate to the general ledger

In additional to answering phone calls and greeting guests I also reviewed expense reports for the company as well as sorting incoming mail, handling incoming & outgoing shipments and I ordered office supplies.

Detail oriented client services professional with functional experience in escalation management, process improvement, and client relationship management support. Primary client contact and subject matter expert specializing in addressing requests promptly, in accordance with contractual service level agreements. Passion for providing clients with top-notch customer service.