Client Services Training Program

Client Services Technology Executive

Client Services professional with broad experience in Program, Case, and Client Services management.

EDUCATION

Certificate in Mediation

Mount Ida College

Newton, MA

2005

B.S. – Business Administration

Mount Ida College

Newton, MA

2005

LANGUAGES

English – native fluency

Spanish – native fluency

HIGHLIGHTED CAREER ACHIEVEMENTS

Teaching – train associates in focusing fundamental practical techniques to resolve disputes successfully

Contributing to the field – Member of NAMI Maine National Alliance on Mental Illness advocating for support, education, and wellness for Mainers

Professional development – Developed and implemented Client Services Learning and Training program.

HONORS AND MEMBERSHIPS

The Learning Circle (TLC)

2019-Present (Member)

Civil Rights Team Project (CRTP)

2005-Present (Member)

Spanish Youth Mentoring Alliance

2006-Present (Member)

Jobs for Maine Gradates

2005-Present (Member)

Core Competencies

Business Skills

Technology Knowledge

Proficient in Client Services, Innovative problem-solver who can generate workable solutions and resolve complaints, developing SLA and KPIs, Client Services, Resource Management, communications, Change Management, flexible and adaptable to changes while keeping the focus on goals, Risk Management, and Assessment.

Proven client relations record;

Self-starter and self-motivator;

effective persuasion and motivation abilities; excellent managing projects; Agile Management, Quality trained great leadership skills; highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.

Microsoft Suite, Windows O.S., Server 2003-2012R2s, Active Directory, Office365, Exchange; Adobe Creative Suite, Salesforce, Oasis

DEMONSTRATED SUCCESSES

Delivering Client Services through proper emerging new technology trends and practices.

Training successfully implemented a training program for staff and workforce.

Managing projects that involve both Client Services and non-technology professionals.

Engaging professionals to deliver quality services outside of traditional case management settings.

A change Agent can identify the need for change and work with leadership to decide quickly and confidently.

PROFESSIONAL EXPERIENCE

ESO SR. Client Services Associate II

Unum – Portland, ME 2008 – present

Led all Client Service Operations, servicing 38 offices and over 1,000 users, averaging 2000 tickets per month.

Achieved 85% first-call resolution and reduced wait times by 75% while handling over 1000 calls per week and averaging 200+ calls daily.

Effectively monitored service delivery and achieved satisfaction levels of 94%.

Identified process and account inefficiencies that yielded monthly savings of $30,000. Resulting in total savings of $360,000 annually.

Act as the face of Client Service Operations to both internal and external stakeholders.

Participate in resource management meetings to identify department resource requirements and ensure case management resources to achieve optimal productivity levels.

Manage EOI Forms, Enrollment, and Beneficiary Processes.

Work closely with the VP of Client Services to establish Continual Service Improvement activities aligned with business objectives to ensure incremental improvements in operations.

Service Associate

Unum – Portland, ME 2006 – 2008

Developed and maintained the department's strategic road map, ensuring that Client Services' capabilities continually supported the overall business goals and objectives.

Part of a team that oversaw selecting, implementing, and upgrading 20-million-dollar case management applications and services.

Ensured consistency and maintainability of existent infrastructure environments through creating, maintaining, and enforcing well-documented standards and change management procedures, increasing our overall End User Satisfaction rate to 94%.

Continuously assessed the effectiveness of Evidence of Insurability, processed applications, and reviewed application acceptability with the management team.

Collected metrics/KPI and produced reports for Executive Team review.

Retail Store Owner/Operator

Little Havana Plaza– Portland, ME 2005 – present

Completed three stores operational requirements by scheduling and assigning employees, following up on work results.

Maintained three stores staff by recruiting, selecting, orienting, and training employees.

Maintained three stores staff job results by coaching, counseling, and disciplining employees: planning, monitoring, and appraising job results.

Achieved financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Identified current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.

Ensured availability of merchandise and services by approving contracts, maintaining inventories.

Formulated pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends

Taxpayer Service Representative

UnumProvident – Portland, ME 2005 – 2007

Provided technical assistance to taxpayers by preparing and filing state income and business tax forms.

Reviewed, audited, and edited forms to verify computations and status.

Resolved refund inquiries and responded to taxpayer questions on a full range of tax-related bills and notices; initiated appropriate account actions such as adjustments, transfers, and payment tracers.

Determined reporting requirements based on business type, activity, and related laws.

Explained the provisions of various tax laws.

Determined cause of taxpayer's delinquent status, using tax laws and rules as source materials, and recommended steps needed by the taxpayer to bring them into compliance with the tax law.

Determined taxpayer responsibility to file delinquent returns and took necessary action to close delinquent inquiries.

Admissions Office Assistant

Mount Ida College – Newton, MA 2003 – 2005

Input student data into system including application documents and test scores.

Represented admissions office at campus events and fielded questions from prospective students regarding processes and requirements.

Greeted all visitors to admissions office and directed inquiries to appropriate person.

Oversaw master admissions calendar for Director and all counselors.

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