Customer Service/Processing Assistant
Processing Assistant, Aon Hewitt
- Daily interaction with clients regarding escalated issues, questions and resolutions. Prepare for daily meetings regarding daily project work and upcoming tasks. Exceed daily, monthly and quarterly deadlines regarding incoming and outbound files, reports and statements. Ability to problem solve and think outside the box, create process improvements and write Standard Operating Procedures. Research complex benefit issues and formulate resolutions by analyzing plan provisions and best practices. Process incoming and outgoing mailings (UPS, FedEx and USPS). Excellent business writing and verbal communication skills, strong listening and interpersonal skills. Highly organized and project oriented in a fast paced environment, ability to multi-task and prioritize work. Outstanding ability to initiate self-training and assist others with their task. Daily utilization of Microsoft Office, Outlook, Communicator, Lotus Notes and Maestro.
Customer Service Representative/Benefits Admin, Aon Hewitt 2006-2010
- Business Instructor for Annual Enrollment - assisted with facilitation of learning material, worked one-on-one with learners, provided walk-around support and answered learner questions, tracked learner attendance, showed patience and empathy, provided positive and constructive feedback. Facilitated training for On-Boarding, On-Going and Client Specific associates.
- Received escalated customer calls and issues as an On Floor Supervisor diffusing the situation at hand with first class customer service. Subject Matter Expert for Defined Benefits, Health and Welfare Benefits and Defined Contributions, extensive knowledge of New Hire, Qualified Status Changes, Annual Enrollment and Retirement benefits. Assisted callers with questions regarding their benefits (Survivor Specialist, Retirement Specialist, On Floor Supervisor). Ability to work independently and in a team environment, adaptable and flexible to the business need, always asked to resource share with other teams when needed. Ability to handle confidential information. Coached others on quality by providing constructive feedback and acted as a role model for team. Passionate about working with and helping others.