Rhonda Bordes
Health & Welfare Solutions
- Role
- Customer Care Client Specialist at Alight Solutions
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Rhonda Bordes
Key Accomplishments Developed and implemented a successful system-wide call center,…
Experience
Customer Care Client Specialist
Oct 2020 — Present · Houston, TX, US
Monitor the daily deliverables of the Service Center representatives.Act as an expert resource on Service Center processes, knowledge, content management and training.Coach employees on best practices, providing constructive feedback to support their professional growth.Enhance trainee engagement for Retiree and Active Benefits Plan Provisions and learning through interactive simulated test accounts and hands-on activities.Act as day to day subject matter expert for Employee Health & Welfare benefits, Medicaid and Medicare on client policies, processes provisions.Manage customer escalations and exception processing.Manage client specific updates to desktop tools and training.Execute Customer Issue Resolution and ensures that proper documentation and follow up takes placeExecute the handling of Customer Escalated calls through the supervisor lineSupport HR BPO Client Manager in researching client escalations.Execute the tailoring and delivery of Customer Care client specific training.Execute the maintenance of Customer Service Desktop tools including Call flows/SOPs and CSPro.Identify process improvements based on escalation analysis results.Monitor and manage customer escalations for offshore and off-phone work.Provide one-on-one mentoring to help individuals reach their full potential within the organization.Interact with team members across departments to research and resolve customer issues.Respond to all client inquiries and ask appropriate questions to facilitate resolution.HiPPA knowledge
Education
Prairie View A&M University
Master of Arts (M.A.), Career & Behavioral Counseling
University of New Orleans
Bachelor of Science (B.S.), Business Administration
1994 — 2002
University of New Orleans
Bachelor of Science (B.S.), Marketing
1994 — 2002
Prairie View A&M University
Master of Arts - MA, Counselor Education/School Counseling and Guidance Services
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