Aflac

•	Coach and leader in the supervision of a team of specialists responsible for the service and maintenance of policy level issues for policyholders, payroll accounts and/or our field force.  Reviewed daily production assignments including workload and time estimates.  Delegated and assigned specific work to individual team members and coordinated with other departments 
•	Prioritized daily work to ensure quick turnaround times to meet established standards.  HR responsibilities included payroll, time, attendance and enforcement of company policy and procedures.  Performed departmental activities to enhance and maintain team members’ morale as well as promote team engagement  
•	Assisted manager in reviewing and analyzing production processes to improve customer deliverables by establishing internal standards and efficient procedures.  Reviewed and implemented training programs for new employees that clearly communicated production goals, performance requirements, and task definitions that helped new employees be successful within their roles, department and the company
•	Ensured team members were trained and/or cross-trained in areas of specific responsibilities.  Conducted performance evaluations and facilitated department goal meetings for production team development.  Followed all HR and Information Security practices, as well as safety requirements and HIPAA standards

Supervisor, Operations - Invoice Service

•	Coach and leader in the supervision of a team of specialists responsible for the application, balance, transfer and reconciliation of large accounts.  Managed and retained large accounts and monitored suspense accounts per reconciliation guidelines and procedures
•	Reviewed reconciled accounts and transactions.  Completed transfer accounts in line with policies and procedures as well as accounting procedures.  Checked activity reports for aged suspense and/or unreconciled account balances and ensured exceptional items are tracked and escalated as stipulated according to business rules
•	Provided prompt response to reconciliation related queries from internal/external customers, agents and payroll accounts 
•	Ensured timely application of funds through reconciliation ahead of month end while tracking and trending key risk indicators to maintain established SLA/STA 
•	Maintained assignment of suspense accounts held within HQ operation’s department, updated management on queries regarding account payments in the reconciliation of large accounts, and that generated $250K annually

Supervisor, Operations - Large Account Reconciliation

•	Acted as liaison/SME-POC between executive management, internal/external organizations and the field force interested in possible pricing exception to competitively secure or retain account (s)
•	Processed proposals of pricing modules for FSA (flexible spending account) fee exceptions received internally/externally, as well from the field force 
•	Conducted pricing analysis for management and previewed and determined feasibility/profitability (cost analysis) of requests for Cafeteria Plan services on approximately 5, 000 FSA accounts, to include exceptions received for Commuter Spending and/or Debit Card services Implemented approvals by communicating with Payroll Accounts, Broker Development Coordinator, Special Project Coordinator, State Training Coordinator, Marketing Vice President, Corporate BIDS and WWHQ Field Force.  Monitored implementation to ensure that any conditions to offset the approvals such as through reduced commissions are met 
•	Coordinated with New Accounts, Sales Support area and Field Force to ensure effective implementation of fee exception and/or pricing modules for new or existing accounts.  Analyzed various exception programs after implementation to determine continued feasibility and report to upper management through OCR reporting; while tracking and monitoring implementation periodically to analyze trends for consideration of fee/pricing renegotiations OR new procedures and systems

Senior Accounting Specialist

•	Lead of 15 – 20 team members; provided daily resolution of customer inquiries, requests, issues, and/or concerns relating to Cafeteria-Section 125 Plan. Intercepted escalated requests as received from accounts, field force and/or claimants  
•	Apprised management of problems, customer needs and made recommendations for service improvements using knowledge of operational principles, practices, and procedures. Supported team and manager in the absence of supervisor
•	Resolved issues daily, informed management of problems, customer needs and made recommendations to improve services using knowledge of operational principles, practices, and procedures
•	Coordinated activities, resolved issues between teams, departments, divisions, agencies, vendors and etc. to provide improvement of overall service.  Answered questions from other specialists on procedures, policies, instructions, and resolution of more complex issues.
•	Reviewed and processed PHI/claim information for Flexible Spending Accounts, as governed by IRS/DOL & HIPAA, working towards departmental production goals to ensure information accuracy 
•	Reviewed claims for variances and deviations from set procedures; identified discrepancies and took necessary protocol to resolve.  Entered claim data into established systems and communicated with team members and management on issues impacting claim processing
•	Provided information on payroll accounts for associates, employers, and participants regarding Flexible Benefits and Section 125 as it pertained to IRS/DOL and HIPAA.  Provided information to customer’s account through in-bound systems utilizing Work-Desk, Imaging, Groupmaster, NTRL, LAGT, TPX, CICS, FoOO, MP10, Financial Operation Services-Service Fee Invoicing, Billing and Collection System, Cash Management, MOBIUS, and Document Direct.  Reviewed and checked data for accuracy and completeness

CSR - Lead Specialist

Cessna Aircraft Company

• Assisted general manager on projects generating revenues of 4 million dollars annually 
• Co-facilitated contract negotiations between employees, clients, vendors and management
• Acquired and retained accounts through open order monitoring for location accountability, priority changes, and auditing purposes 
• Tracked progress performances through Excel spreadsheets, meetings, teleconferences and travel
• Maintained quality and productivity of customer line needs to meet scheduled deadline
• Maintained effective communication and collaborated with sister organizations on program goals while conducting continuous reviews on operations and performance while providing feedback in support of continuous improvement initiatives

Account Manager

S-Mart

• Provided management an oversight for the operation of a convenience store and its employees
• Handled fiscal responsibilities, and ensured positive communications with vendors and the public

Assistant Manager

Pratt & Whitney

•	Performed duties that consisted of introduction of new operations, writing production tickets, and maintaining data on operations  
•	Interpreted blueprints and specifications to ensure products were in conformance with required tolerances.  Assisted other departments as needed
•	Inspected, reworked and repaired imperfect parts.  Reviewed all production to ensure items were within specifications 
•	Transferred PC information to next operator, and signed off on production operations  
•	Handled corner breaking of root bottom at specifications by means of visual inspection
•	Inspected, ran tests on blades through use of computer.  Read and interpreted ADAM, SPC data, and blueprints.  Used various types of gages and calibrations
•	Additional assignment was in Polishing/Blending area utilizing blueprints to verify specification tolerances.  Transferred to Tri-plane department.  Cross trained at Buff and Decap department

Quality Team Member

Whether a team of one, two or more; I Am Your Coach!

I believe that everyone has the potential to live a fulfilling and meaningful life.

As a Life Coach, I am committed to providing a safe and non-judgmental space for my clients to explore and navigate through challenges to work towards a desired outcome, tailored to their individual unique need (s).

My approach is centered around helping my clients cultivate self-awareness and guiding them towards discovering their own inner strength, resilience and identity.  

If you’re tired of life from the sidelines, now is a good time to talk to Your Coach!

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