Teresa Lively
Dunlap
Summary
Seeking an Administrative position in Leadership where my professional experience and education will allow me to make an immediate contribution as an integral part of a progressive company.
Experienced with employee benefits management, including plan design and compliance. Utilizes strong communication and analytical skills to improve benefits processes and employee understanding. Knowledge of regulatory requirements and best practices ensures effective benefits administration.
Overview
23
23
years of professional experience
Work History
Client Benefit Specialist
Southeast Tennessee Resource Agency
11.2023 - Current
- Maintained accurate records of all employee benefits transactions, ensuring compliance with federal regulations.
- Successfully managed leave of absence requests, ensuring timely communication with employees and proper documentation.
- Improved employee understanding of benefit offerings through informative presentations and workshops.
- Collaborated with payroll department to ensure accurate deductions related to employee benefits were applied each pay cycle.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Enhanced company reputation by providing exceptional customer service and support.
Claims Investigator
Tennessee Department of Labor and Workforce Development
01.2017 - 04.2023
- During my tenure with the State of Tennessee I was responsible for taking unemployment claims over the phone ensuring that all of the information provided by the dislocated work was entered into the unemployment insurance program. I was promoted in 2014 to an adjudicator. I was responsible for reviewing the information on the unemployment claim, requesting for additional information, and entering a decision based on labor law. In 2017, I was promoted again to a claim investigator. I reviewed claims to ensure they were process correctly and the right decision was entered.
- Integrity
Adjudicator
Tennessee Department of Labor and Workforce Development
01.2014 - 01.2017
- UI
Unemployment Claims Agent
Tennessee Department of Labor and Workforce Development
01.2008 - 01.2014
- UI
Customer Service Manager
Walmart
08.2002 - 11.2008
- 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.
Education
Cumberland County High
Crossville, TnSkills
- Marketing
- Project Management
- Budget Planning
- Social Media
- Planning
Timeline
Client Benefit Specialist
Southeast Tennessee Resource Agency
11.2023 - Current
Claims Investigator
Tennessee Department of Labor and Workforce Development
01.2017 - 04.2023
Adjudicator
Tennessee Department of Labor and Workforce Development
01.2014 - 01.2017
Unemployment Claims Agent
Tennessee Department of Labor and Workforce Development
01.2008 - 01.2014
Customer Service Manager
Walmart
08.2002 - 11.2008
Cumberland County High
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