Description
Multifaceted, innovative and solutions-focused professional and military veteran with over 20 years of experience Group insurance products, Account Management, Customer Service, Medical Claims and Disability Adjudication. Recognized for delivering exceptional results as Independent Insurance agent and Regional Account Service Manager for nations second largest insurance carrier Anthem Blue Cross Blue Shield. A skilled coach and mentor who leverages strong communication skills to articulate and gain buy-in to achieve shared goals. Take charge leader with passion for service excellence. Possess a comprehensive background in sales and service operations to provide vision and direction while creating and implementing tactical plan to meet short and long-term goals. C0RE COMPETENCIES * Directing sales and service operations providing vision and leadership to drive service excellence while creating and implementing tactical plans to meet short-term and long-term goals to drive revenue growth. * Building high-caliber teams, cultivating empowering work environments by rewarding top-notch performance * Leveraging collaborative style to deliver best-in-class service, proactively working with internal groups to address issues, remove roadblocks, and resolve customer problems * Managing client relationships, providing high-level support to protect and expand revenues. * Promoting best practices across account management teams to move beyond basic customer service satisfaction to achieve priceless customer loyalty. * Accurately managed and maintained employee's attendance, payroll, expense accounts and daily activity schedule. Operations Manager TTEC 7/2018 - present * Mentored, Coached, and Trained 10 Managers and 180 Sales Representatives in Medicare Group Retiree private exchange benefits call center. * Managed day-to-day call center operations. * Exceeded retention and sales goals. * Implemented and executed company, vendor and CMS policies & procedures. * Managed multiple Vendor Management relationships. Health Insurance Consultant
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