Margaret Alexander
West Pittston
Summary
Dynamic Senior Resolution Specialist with a proven track record at Empower, excelling in problem-solving and quality assurance. Expert in investigating complex issues and coaching team members to enhance performance. Recognized for meticulous attention to detail and effective conflict resolution, driving significant improvements in service delivery and compliance.
Overview
12
12
years of professional experience
Work History
Senior Resolution Specialist
Empower
11.2020 - Current
- Compiled data on trends and identified potential enhancements.
- Helped team members develop skills and improve performance to maximize service and productivity.
- Worked with compliance and legal departments to handle sensitive issues and legal proceedings.
- Assisted management with keeping team working efficiently.
- Communicate with internal clients both written and verbal
- Research/resolve unique, complex and escalated problems
- Perform participant and plan level corrections for either cash or disbursement type transactions
- Work on problems pf moderate scope where analysis of situations or data require a variety of factors
Senior Quality Control Specialist
River Street Manor
01.2014 - 05.2017
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Identified and documented NIGO themes and provided recommendations to leadership.
- Focus was extensive on quality and control (99.9%) given the potential for financial implications to clients/participants and Enterprise.
- Processed financial and non-financial transactions into the EASY recordkeeping system.
Education
High School Diploma -
Richmond Hill High School
Richmond Hill06-1990
Skills
- Investigation skills
- Meeting facilitation
- Policy interpretation
- Account updates
- Escalations management
- Team member training
- Complaint handling
- Account coordination
- Team member coaching
- Quality control
- Quality assurance expertise
- Goal setting
- Professional ethics
- Attention to detail
- Time management
- Time management abilities
- Conflict resolution skills
- Analytical thinking
- Multitasking Abilities
- Problem-solving
- Document preparation
- Case management
- Information collection
Timeline
Senior Resolution Specialist
Empower
11.2020 - Current
Senior Quality Control Specialist
River Street Manor
01.2014 - 05.2017
High School Diploma -
Richmond Hill High School
Customer Service Award
Earned Customer Service Award for boosting satisfaction scores by 20%