Kennesaw, Georgia, United States
I have over 20 years of professional experience and my career background includes customer support, IT support, and office support in a variety of roles. I have excellent organizational and communication skills and am a team player but also reliably work well on an independent basis. Currently I am part of the Benefit Operations team with Aon in which I complete a variety of daily duties and monthly projects that are crucial to the support of other teams and departments within the company.
• Worked as a full-time contractor with Icon Information Consultants from December 2012 to January 2014 at which point I was hired on as a permanent Aon employee in the role of Operations Coordinator. • Promoted to Operations Specialist I in March 2018. • Promoted to Operations Specialist II in March 2021. • Analyze and approve daily benefit payments to customers. • Perform data processing, data retrieval and dispensation of sensitive customer data for use in benefit claims processing. • Processing and imaging of incoming customer correspondence and retrieval of archived documentation. • Assess correspondence from customers and agencies to determine potential threat of legal action and determine proper route of allocation. • Assemble benefit documentation and data for monthly audits for multiple clients. • Perform analysis of escalated customer complaints for review by management.
• Provided customer support via e-mail and telephone for proprietary internet commerce software. • Created and helped maintain, update, and support websites for clients using proprietary company internet application.
• Worked in a contract position at the Army Corp of Engineers and the Environmental Protection Agency. • Provided on-site and phone helpdesk support for computer users. • Performed software and basic hardware installation and upgrades for desktop and laptop users. • Provided general computer support for non-technical computer users. • Created and taught PowerPoint class for users on multiple occasions and created and maintained department internal website.