Daniella Cesar
Cary
Summary
Adaptable professional with a quick learning ability and a talent for adjusting to new environments. Results-oriented leader and customer service professional with extensive experience in team management, employee development, and operational excellence. Proven ability to lead teams, optimize productivity, and implement strategic initiatives to enhance customer satisfaction, and business efficiency. Adept at training and mentoring employees, resolving conflicts, and fostering a customer-focused environment. Excels in problem-solving, team development, and cross-functional collaboration to meet company goals, and deliver exceptional service. Skilled in rapidly acquiring new knowledge, and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
9
9
years of professional experience
Work History
SSC Tech
SS&C Technologies
Remote
01.2024 - Current
- Provide expert guidance to clients regarding retirement plans, contributions, withdrawals, and compliance regulations.
- Assist employees in understanding their retirement options and resolving inquiries related to 401(k), IRA, pension plans, and investment allocations.
- Deliver high-quality customer service, ensuring accurate information and timely responses to all retirement-related concerns.
- Educate clients on plan rules, IRS regulations, and the financial implications of withdrawals and loans.
Collaborate with internal teams to streamline retirement processes, ensuring smooth transitions, and enhanced participant experiences. - Maintain detailed case records, and ensure compliance with industry standards and company policies.
HR Assistant
Amazon
Raleigh
01.2022 - 01.2024
- Provide exceptional customer service to employees by guiding them through HR procedures and benefits administration during COVID-19, ensuring clarity on the necessary steps and resolutions.
- Worked on projects or cases, ensuring that all COVID-19 procedures were followed by each employee while being away from work due to illness.
- Lead in case management efforts, ensuring employees receive accurate and timely support in leave management and compliance issues.
- Train and mentor new hires, equipping them with customer service best practices, and HR procedures.
- Handle high-volume employee interactions, demonstrating empathy, and active listening skills to build trust.
- Analyze and resolve complex HR cases, ensuring swift resolution, and a positive employee experience.
Triage Specialist
Federal Management Systems
Remote
03.2021 - 09.2021
- Managed and prioritized high-volume COVID-19 vaccine and public health-related inquiries from healthcare providers and employees.
- Assisted providers with vaccine administration protocols, eligibility requirements, and reporting guidelines to ensure compliance with CDC and state health regulations.
- Conducted scripted and unscripted diagnostic questioning to assess symptoms, exposure risk, and post-vaccine side effects, guiding callers through triage procedures.
- Provided clear and medically accurate information on quarantine guidelines, vaccine efficacy, adverse reactions, and booster shot eligibility to healthcare workers and the general public.
- Documented and maintained detailed case records using Salesforce, NCID, and covid19.ncdhhs.gov, ensuring accurate tracking of patient inquiries and public health reports.
- Referred patients to specialized health resources or community agencies to furnish additional assistance.
ANALYST
TSI Healthcare Inc.
Chapel Hill
03.2019 - 12.2020
- Managed and prioritized multiple support cases, addressing client inquiries via phone and email with clear, concise, and accurate responses.
- Maintained detailed documentation in Salesforce, NextGen, and other CRM platforms, ensuring accurate tracking and timely resolution of integration issues.
- Diagnosed and troubleshot system discrepancies, escalating complex technical issues to senior specialists and development teams as needed.
- Researched and implemented solutions for product functionality, interoperability challenges, and data migration concerns in NextGen, PhoneTree, and Patient Portal systems.
- Provided client education and training on optimizing the use of the Patient Portal, PhoneTree, and other add-on products, improving workflow efficiency.
- Collaborated with cross-functional teams on special projects, adapting to shifting priorities, and supporting process improvements.
- Assessed company operations for compliance with safety standards.
- Completed routine maintenance and repair.
- Updated and maintained databases with current information.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Benefits Specialist II
HCA
Raleigh
09.2017 - 12.2019
- Guided employees through retirement procedures, ensuring compliance with established protocols, and providing detailed information on participant forms and their completion.
- Assisted clients in navigating the website and understanding plan rules, while maintaining a focus on quality standards by analyzing and confirming transactions.
- Checked accuracy and completeness of benefits applications and documents.
- Reviewed submitted paperwork to determine eligibility for hardship requests and loans, ensuring adherence to client-specific regulations and IRS guidelines.
- Documented client interactions meticulously in the case management system, effectively managing a high volume of 40 to 50 calls daily.
Customer Service Lead
BeenVerified
Miramar
11.2015 - 09.2017
- Led a customer service new hires class by mentoring and providing performance coaching to enhance skills and career development, fostering a positive work environment.
- Addressed customer service concerns through effective communication and retention strategies, upselling services, while ensuring customer satisfaction.
- Managed daily operations in a call center of 15 to 20 employees, ensuring timely resolution of escalated issues, and maintaining open lines of communication between customers and management.
- Successfully assisted 20 to 30 customers daily, over the phone.
- Managed inbound retention calls, verifying account information while successfully upselling services and products, and addressing escalated customer service inquiries while being professional.
- Provided accurate and timely information to resolve customer concerns, ensuring a positive experience, and thorough resolution of issues.
- Assisted peers in call resolution and product knowledge, contributing to their development through performance coaching, and guidance on processes and procedures.
- Routinely directed agents on best practices to enhance their daily call strategies, fostering a culture of continuous improvement.
- Trained and supervised new agents, ensuring that they understood operational procedures and quality standards.
- Monitored call quality and adherence to procedures, maintaining high standards across the team.
Education
Associate of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH05-2026
Skills
- Customer service
- Client relations
- Retirement and benefits administration
- Sales
- Training and mentorship
- Customer retention
- HR Administration
- Project management
- Data analysis
- CRM systems
- Salesforce
- Excel
- PowerPoint
- NextGen
- CEM
- DALI
Timeline
SSC Tech
SS&C Technologies
01.2024 - Current
HR Assistant
Amazon
01.2022 - 01.2024
Triage Specialist
Federal Management Systems
03.2021 - 09.2021
ANALYST
TSI Healthcare Inc.
03.2019 - 12.2020
Benefits Specialist II
HCA
09.2017 - 12.2019
Customer Service Lead
BeenVerified
11.2015 - 09.2017
Associate of Science - Business Administration And Management
Southern New Hampshire University
Similar Profiles
Nicholas McMullenNicholas McMullen
Senior Director Strategic Relationship Management at SS&C TechnologiesSenior Director Strategic Relationship Management at SS&C Technologies
Arpan SurArpan Sur
Lead Intelligent Automation Analyst at SS&C TechnologiesLead Intelligent Automation Analyst at SS&C Technologies
Boston FlemingBoston Fleming
Investor Services Representative at SS&C TechnologiesInvestor Services Representative at SS&C Technologies