Brian Flanagan
MARIETTA,GA
Summary
With a proven track record at Genuine Parts Company, I excel in application support and interpersonal skills, enhancing system performance and customer satisfaction. My expertise in incident management and fostering strong vendor relationships has significantly contributed to operational efficiency and problem-solving capabilities.
Overview
13
13
years of professional experience
Work History
Operational Support Analyst
Genuine Parts Company
07.2014 - 07.2023
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Contributed towards a culture of continuous improvement within the organization by actively participating in quality assurance activities.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
Senior Benefit Specialist
Genuine Parts Company
05.2010 - 07.2014
- Monitored legislative changes impacting employee benefits programs, adapting strategies accordingly for continued compliance.
- Educated employees on their benefit options, empowering them to make informed decisions about coverage.
- Served as a liaison between employees and insurance providers, advocating for fair claims processing and resolution of disputes.
- Implemented wellness initiatives that contributed to improved employee health and reduced absenteeism.
- Streamlined benefits administration processes for increased efficiency and accuracy.
- Conducted regular audits of benefits data, maintaining high levels of accuracy in recordkeeping.
- Enhanced employee satisfaction by effectively managing and administering benefit programs.
- Developed training materials to educate managers on benefits policies and procedures, fostering a knowledgeable workforce.
- Managed open enrollment periods, ensuring timely communication and smooth transitions for employees.
- Resolved complex benefits issues, providing prompt assistance and support to employees in need.
- Partnered with payroll department for seamless integration of benefits deductions and reimbursements.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Implemented open enrollment system to streamline benefits processes for employees.
- Built relationships with vendors to foster quality service delivery.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
- Checked employees' benefits enrollment for accuracy and inputted all data into PeopleSoft.
Education
University of Georgia
Athens, GASkills
- Relationship building
- Problem-solving
- Customer needs assessment
- Issue and resolution tracking
Timeline
Operational Support Analyst
Genuine Parts Company
07.2014 - 07.2023
Senior Benefit Specialist
Genuine Parts Company
05.2010 - 07.2014
University of Georgia
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