Desherie Callahan

Desherie Callahan DESHERIE P. CALLAHAN- www.linkedin.com/in/desherie-callahan Winston-Salem, NC 27127•- SERVICE CONNECT CUSTOMER CARE INSTRUCTOR Service Connect Customer Care Instructor with expertise in benefits administrator and financial solutions industries, including: effectively facilitated Service Connect course material training for CCR and Manager roles across all platforms; Health & Welfare, Defined Benefits, Defined Contribution, Advocacy Communicate Best Practices to reduce navigation time for learners, and reinforce concepts and importance of tool usage so learners have adequate skills for training completion and client delivery. EXPERIENCE ALIGHT Solutions, Winston-Salem, NC 04/2016 – Present Service Connect Customer Care Instructor • Developed a new process to effectively facilitate Service Connect course material training for CCR and Manager roles across all platforms; Health & Welfare, Defined Benefits, Defined Contribution, Advocacy, resulting in a system that saved time and money. • Reinforce concepts and importance of tool usage so learners have adequate skills upon training completion for client delivery • Utilize assessment scores to identify areas of development and increase learning sessions when learners fall below 80% score on final assessment • Create a positive and encouraging learning environment. Provide direct feedback and effective coaching to Learners • Development of training Delivery material • Complete and monitor training logistic activities to ensure the training adheres to project schedule • Coordinate class logistics (schedule facilitators, reserve locations, order/ship materials, etc.) • Consult with learning managers on the forms and processes required to complete various training requests for Web-based or instructor led training AON Hewitt, Winston-Salem, NC Lead Business Instructor/AH Coach/OFS, 08/2013- 04/2016 • Facilitated AE Contractor initial training of customer service role • Participated and Support all AE Strategies • Identify and escalate call trends, chat support issues, and provided training on client teams • Attend POD Meetings to discuss AE Contractor Quality • Partner with Randstad on documenting any performance / behavioral items for AE Contractors • Support and Communicate Resources Sharing/Movement • Strong Time Management Skills • Managed a Team of 23 AE Contractors across three Software Platforms: TBA, CBA, HR Portal Acting Customer Service Client Specialist, 05/2014-08/2014 • Provided Feedback on pull call request, Customer Liaison between call center and clients • Update the YCR per Client Manager request • Conducted Client Specific Trainings Desherie Callahan Acting Benefits Administrator, 05/2012-08/2013 • Responsible for researching and responding to complex customer cases using policies and procedures to provide timely resolutions for participant services specialist. Process death and life benefits • Provide daily customer updates to medical, dental and vision carriers to ensure customer coverage and eligibility. • Resolve escalated participant concerns and interact with the client and other internal and external contacts. Customer Service Representative III, 06/2010 • Responsible for answering employee benefit related questions and assisting customers with completing enrollment in health and welfare benefit programs. • Responsible for researching and responding to complex customer cases using policies and procedures to provide timely resolutions for participant services specialist. • Serve as a subject matter expert for numerous clients Additional Relevant Experience GMAC INSURANCE, Winston Salem, NC Senior Claims Consultant AT&T, Winston-Salem, NC Repair Customer Service Assistant H&R BLOCK, Winston-Salem, NC Tax Professional OAKWOOD HOMES CORP., Greensboro, NC Accounts Payable Processor WELLS FARGO, Winston Salem, NC Charitable Services Accountant Trust Accountant BE AEROSPACE/CLARKS GROUP, W-S, NC Bills of Materials Analyst EDUCATION Bachelors of Science, Management Information Systems Concurrently completed: business curriculum: accounting, economics, and management. Winston-Salem State University, Winston Salem, NC Concentration in Accounting Curriculum Bowie State University, Bowie, MD MIS TRAINING INTERNET Research and Design AOL, MS Internet Explorer, Netscape Navigator, Search Engines, Chrome, Firefox Web design, JavaScript, HTML, OPERATING SYSTEMS/ENVIROMENTS Windows, Windows Vista, DOS, CICS (mainframe), SQL (database management) SOFTWARE Microsoft Office Suite, Lotus Smart Suite, WordPerfect Office, JD Edwards (AS/400), Agile (engineering product management system), Visio, Visual Basics (event-driven, object-oriented, programming language), Adobe 8, SEI EMAIL Hotmail, Microsoft Outlook, Netscape, Lotus Notes, Gmail