Summary
Overview
Work History
Education
Skills
Timeline
Generic

London Prailow

Alexandria

Summary

Dynamic Customer Service Manager with a proven track record at Wayfair, excelling in complaint resolution and team leadership. Skilled in training and mentoring, I enhanced customer satisfaction and loyalty while implementing effective solutions. Proficient in CRM and committed to high service standards, I fostered a collaborative environment that reduced complaints significantly.

Benefits professional skilled in managing employee benefits programs and ensuring compliance with regulations. Known for fostering collaborative team environments and driving results through effective communication and adaptability to changing needs. Expertise in benefits administration and conflict resolution highly valued by employers.

Overview

13
13
years of professional experience

Work History

Customer Service Manager

Wayfair
04.2022 - 12.2024
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.

Program Specialist

Department of Veterans Affairs
07.2017 - 03.2022
  • Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
  • Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
  • Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
  • Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
  • Streamlined communication channels between departments, enhancing overall organizational workflow efficiency as it pertains to the execution of assigned projects.
  • Developed, coordinated and administered Type programs.
  • Ensured compliance with relevant regulations throughout all stages of program implementation by closely monitoring adherence to established guidelines.
  • Built strong relationships with external partners to secure resources and support necessary for program success.
  • Established goals and created action plans to achieve goals.
  • Designed and implemented monitoring and evaluation systems to track progress towards desired outcomes.
  • Monitored employee work and developed improvement plans.
  • Achieved successful outcomes for multiple projects through effective project management and collaboration with stakeholders.
  • Oversaw appointment scheduling, payroll and financial reimbursement of expenditures.
  • Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
  • Resolved issues and inquiries from plan participants regarding health and welfare 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.
  • Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.

Benefits Specialist

CGI Federal
04.2012 - 07.2017
  • 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.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
  • Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
  • Enhanced understanding of benefit offerings with effective communication materials and presentations.
  • Implemented open enrollment system to streamline benefits processes for employees.
  • Collaborated with HR to develop and maintain up-to-date benefits manual.
  • Coordinated and conducted employee orientations to promote understanding of coverage and options.
  • Performed benefits audits to identify discrepancies and opportunities for improvement in plan design or administration.
  • Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
  • Participated in annual benefit plan review meetings with senior leadership, providing data-driven insights and recommendations for future plan design adjustments.
  • Managed COBRA compliance, ensuring timely notifications and accurate administration for former employees.
  • Coordinated wellness programs that contributed to healthier work environments and increased productivity levels among staff members.
  • Conducted regular audits of benefits administration to comply with regulations and identify areas for improvement.
  • Reduced benefits-related inquiries to HR by creating detailed FAQs and resource materials for employees.
  • Collaborated with payroll to ensure accurate benefits deductions and avoid discrepancies.

Education

Associate of Science -

Everest College
Arlington, VA

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management
  • Training and mentoring
  • Decision-making
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Complaint resolution
  • Customer relationship management (CRM)
  • MS office
  • Quality assurance
  • Call center management
  • Account management
  • Positive and constructive feedback
  • Schedule management

Timeline

Customer Service Manager

Wayfair
04.2022 - 12.2024

Program Specialist

Department of Veterans Affairs
07.2017 - 03.2022

Benefits Specialist

CGI Federal
04.2012 - 07.2017

Associate of Science -

Everest College

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