Andy Duran

Andy Duran Email and Phone Number

Manager - Client Services at Optavise, a CNO Financial Group company @ Optavise
Andy Duran's Location
Greater Orlando, United States, United States
Andy Duran's Contact Details

Andy Duran personal email

n/a
About Andy Duran

Experienced Manager with a demonstrated history of working in the Benefits industry, focusing on Health & Welfare, Defined Contribution, Defined Benefit and Spending Accounts. Skilled in Client Services, Continuous improvement, Call Center Administration and Implementation.

Andy Duran's Current Company Details
Optavise

Optavise

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Manager - Client Services at Optavise, a CNO Financial Group company
Andy Duran Work Experience Details
  • Optavise
    Manager Of Client Services
    Optavise Apr 2022 - Present
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  • Optavise
    Client Experience Manager
    Optavise Feb 2020 - Apr 2022
    Establish relationships with group and broker contacts while working with Client Retention to identify opportunities to grow and solidify relationships and increase satisfaction, as well as ROI.Coordinate meetings with configuration and EDI teams in order to gather all technical requirements and documents to facilitate the configuration of systems.Work with data management teams to coordinate census loads and ongoing system audit requirements.Create online enrollment portal and follow all outlined processes.Work with Quality Control to ensure rigorous testing of the group's Benefits Administration site and communication websites. Ensure processes are being followed and authorizations are received before the launch of systems.Provide training to end users on system navigation and processes.Collaborate with other departments to ensure implementation and ongoing fulfillment of shared services.Manage the flow/timeline of implementations to meet deadlines.
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  • Alight Solutions
    Client Manager
    Alight Solutions Jun 2017 - Jan 2020
    Chicago, Il, Us
    Support delivery of contractual and internal performance standards.Develop and execute plans to improve client satisfaction and overall quality with a focus on off-shore processesInfluence decisions by integrating with domains, client and shared services.Lead new implementations and drive existing client change ordersManage delivery model and identify out of scope services, then create change requests, as neededAct as escalation point for client when presented with individual customer issuesShare client knowledge and needs with Customer Care teamDevelop knowledge/content management strategy with accountability for tools, such as: Callflows, Benefits Manual, Newsflash, with support from Client Specialist
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  • Alight Solutions
    Client Specialist
    Alight Solutions Sep 2016 - Jun 2017
    Chicago, Il, Us
    Manage and monitor client escalations by researching and determining root cause utilizing six sigma methodology. Provide results of analysis to be used in resolution of issue including proper documentation and providing feedback to support team, if needed.Update, tailor and deliver client-specific training for large market clients. Update and maintain tools including Callflows/Standard Operating Procedures, Newsflash, Sharepoint and IBM Lotus Notes .Identify process improvements based on escalation analysis results.Coordinate with Customer Care Workforce Operations to ensure proper Customer Service Associate skill maintenance.Measure and analyze customer satisfaction results, service levels, customer escalations, tool upgrades, first call resolution, continuous learning, team interaction reliability, callbacks, and compliance. Identify issues and provides recommendations for resolving.
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  • Alight Solutions
    Customer Care Representative, Human Resources
    Alight Solutions Jul 2015 - Sep 2016
    Chicago, Il, Us
    Handle a high volume of inbound/outbound calls from clients’ employees to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, 401k savings and retirement plans.Process transactions such as health enrollments, tax and direct deposit updates, pension commencements withdrawals or contributions, and retirement elections.Leverage computer navigation skills to toggle between multiple screens and Salesforce as well as IBM CSpro to provide answers and support; including CRMCreate and update files in TBA database, including communicating with third parties to research and assist the customer with updates or inquiries.
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  • Ability Beyond
    Life Skills Instructor
    Ability Beyond Dec 2014 - Jul 2015
    Bethel, Ct, Us
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Andy Duran Education Details

  • Valencia College
    Valencia College
    Business And Organizational Leadership

Frequently Asked Questions about Andy Duran

What company does Andy Duran work for?

Andy Duran works for Optavise

What is Andy Duran's role at the current company?

Andy Duran's current role is Manager - Client Services at Optavise, a CNO Financial Group company.

What is Andy Duran's email address?

Andy Duran's email address is du****@****orp.com

What schools did Andy Duran attend?

Andy Duran attended Valencia College.

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