LaKisha Coles
Roanoke
Summary
Dynamic benefits specialist with proven expertise in benefits administration and a strong track record of enhancing employee satisfaction through meticulous service and training. s that significantly improved open enrollment process. Solid performance history of WFH or Hybrid service meeting and exceeding Service Level Expectations (SLEs), Key Performance Indicators (KPIs), and customer satisfaction metrics, including First Contact Resolution (FCR), Net Promoter Scores (NPS), and Average Speed of Answer (ASA). Renowned for developing empathetic client relationships and achieving high satisfaction ratings.
Overview
16
16
years of professional experience
Work History
Benefits Enrollment Specialist
Aflac
05.2021 - Current
- Deliver high-level service by educating clients on the benefits of insurance/assurance and its role in financial freedom.
- Managed annual open enrollment process, coordinating informational sessions and providing support to employees throughout the process.
- Train and mentor new agents, fostering team growth and ensuring compliance with industry standards
- Assisted in developing comprehensive benefits packages to attract and retain top talent within the organization.
- Conducted regular audits of benefit enrollments, ensuring compliance with company policies and applicable laws.
- Educated employees on available benefit options, enabling informed decision-making during open enrollment periods.
Gate Service Agent
Unifi Service/ Delta Global Services
01.2020 - 07.2024
- Monitored boarding process to ensure timely departures.
- Provided information about flight schedules and gate changes.
- Established rapport with frequent travelers, offering personalized assistance as needed.
- Provided exceptional customer service in high-pressure situations, maintaining professionalism under tight deadlines.
- Collaborated with airline personnel to resolve passenger concerns, demonstrating excellent problem-solving skills.
- Assisted in training new Gate Service Agents, sharing best practices for optimal performance in the role.
- Managed boarding pass distribution to ensure an organized boarding process.
- Facilitated communication between pilots, ground crew, and passengers during delays or unexpected events.
Client Support Specialist
Mass Mutual Financial
07.2017 - 12.2020
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- First notice responder who received initial contact with the beneficiary, advisor, or legal representative to establish rapport, set expectations, review claim requirements, and answer claim related questions
- Provide timely status updates and respond to customer inquiries throughout the claim experience through phone, email, written communication, etc.
- Achieved high client satisfaction ratings, meticulously tracking and analyzing support case outcomes to identify improvement areas.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals while consistently meeting or exceeding performance metrics.
Benefits Specialist
AXA
04.2016 - 07.2017
- Resolved issues and inquiries from plan participants regarding life insurance benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Enhanced understanding of benefit offerings with effective communication materials and presentations.
- Diagnose and troubleshoot technical issues, offering solutions in a timely manner to maintain client satisfaction.
HR Generalist
Aon Hewitt, Hewitt Associates
01.2014 - 04.2016
- Coordinated benefits enrollment process to streamline communication and increase employee satisfaction.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
- Collaborated with cross-functional teams to achieve organizational objectives through strategic HR planning.
- Provided support for payroll, benefits, and leave inquiries, consistently meeting KPI metrics.
- Partnered with HR teams to develop training programs, enhancing employee engagement and reducing turnover
- Served as a trusted advisor to employees at all levels of the organization regarding career development, workplace policies, and conflict resolution.
Benefit Service Representative
Delta Dental of VA
08.2008 - 12.2014
- Served as liaison between employees and insurance providers to resolve any claim disputes or coverage issues promptly.
- Provide comprehensive customer service to clients through phone, email, and live chat, resolving an average of 50+ cases per day.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy and inputted all data into [Software].
- Document client interactions, solutions, and follow-up actions in CRM software to ensure accurate and up-to-date records.
- Collaborate with cross-functional teams to resolve complex issues and provide feedback for continuous service improvement.
Education
Psychology
Virginia Western Community College
Roanoke, VA09-2000
Skills
- Benefits administration expertise
- Health insurance
- Training and development
- Employee benefits
- Self motivation
Technical Skills
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Slack, JIRA, Salesdesk
- CRM Systems & Data Management Platforms
Timeline
Benefits Enrollment Specialist
Aflac
05.2021 - Current
Gate Service Agent
Unifi Service/ Delta Global Services
01.2020 - 07.2024
Client Support Specialist
Mass Mutual Financial
07.2017 - 12.2020
Benefits Specialist
AXA
04.2016 - 07.2017
HR Generalist
Aon Hewitt, Hewitt Associates
01.2014 - 04.2016
Benefit Service Representative
Delta Dental of VA
08.2008 - 12.2014
Psychology
Virginia Western Community College
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