o Conducts pre-renewal and renewal meetings in an effort to strategize with the client to ensure expectations are being met and timelines are followedo Accelerate the growth of the company by looking for cross-sell opportunities during the pre- renewal meeting and discussing goals with the cliento Lead client service meetings, marketing with carriers, and renewal process for my assigned book of businesso Complete benefit comparisons and cost analysis to assist my clients make an informed decisiono Directs open enrollment meetings and webinars for employeeso Collaborates and supports Account Executive with service request and renewals for key accountso Responsible for processing enrollment changes in Employee Navigatoro Streamlined the enrollment process in Employee Navigator by setting up groups on a file feed to ensure timeliness and accuracyo Perform weekly/monthly audits as needed per client request on carrier invoices and investigate discrepancies

o Identify and escalate to management any patterns in support that could be a larger issue.o Ensure that all support tasks are logged at the end of each day and that all customers are contacted within one business day of reporting an issue.o Maintain ongoing tech support log, updating progress, tracking issue resolution and documenting results.o Update knowledge base with process changes and recommended solutions o Develop an interpersonal relationship with their technical peers for the application they support and related applications in order to ensure improved collaboration and satisfaction in support. o Work with other CTI groups, such as consultants and IT staff as appropriate to determine and resolve customer issues.o Identify and report both software bugs and customer suggestions. Train and orient other staff members as needed.o Help Desk / Product Support – Provide first-level phone and email support for CTI products ensuring timely resolution to customer issues with a strong focus on customer service.

o Support employees and Human Resources by educating them on their medical, dental, vision STD, LTD, HRA, FSA and HSA benefits through inbound and outbound calls and a dedicated employee inboxo Employ use of critical thinking skills to anticipate next steps for employees to guarantee they have an outstanding customer service experience resulting in a 95% client retention rate for 2020o Forge relationships with clients by handling information in a sensitive manner to documents and advocating on behalf of employees ensure confidentiality is in line with established industry best practices. Resolve claims by partnering with o insurance carriers, reviewing plan documents and advocating on behalf of employeeso Oversaw escalated and global issues that affected the entire employee population to guarantee issues were proactively addressedo Accelerated the growth of the call center by providing superior customer service resulting in hiring three additional representativeso Became a liaison between employees and insurance carriers to ensure employee concerns are met and resolved to the member’s satisfactiono Process enrollments, field a high volume of questions, and advise employees of their obligations during open enrollmento Accelerated the growth of the call center by providing superior customer service resulting in hiring three additional representativeso Guide clients by providing strategic advice and support regarding employee benefit plans to various HR departments and their employees via tele- support and email