Benjamin Raczka Email & Phone Number

Chicago, Illinois

Greater Chicago Area

Lake Forest, IL

• Oversees the development and management of client project plans for new and existing implementations.
• Coordinates with internal and external partners to ensure appropriate timeframes and requirements are met throughout the implementation process.
• Facilitates bi-weekly meetings with internal implementation teams to discuss cases, escalated issues, and strategy to improve implementation processes.
• Acts as a single point of contact for clients, brokers, and enrollment partners.
• Conducts product and technology platform enrollment training for agencies, brokers, and enrollment companies.
• Manages post-enrollment issues related to billing, electronic data interchanges (EDI), application status, and claims.

Greater Chicago Area

Greater Milwaukee Area

• Interfaced with Information Technology, Product Team, and Business Analysts to determine system design and functionality for quarterly implementations.
• Identified and collaborated with impacted stakeholders on implementation of quarterly system and product updates.
• Facilitated meetings to discuss project timelines, assignment of workflow updates, and understanding of new product or system implementations.
• Established and reviewed department workflow requirements and functionality documentation for necessary updates.
• Monitored implementation updates and communicated to management and impacted internal teams.
• Conducted User Acceptance Testing (UAT) prior to implementations to determine and resolve defects; reported defects to internal teams for resolution.

Greater Milwaukee Area

• Acted as a first level resource and subject matter expert for team members by providing coaching, feedback, technicalguidance and support; mentored when supervisor was not available.
• Oversaw service levels, call volume, and additional call center metrics to meet the department’s service level goals.
• Trained sales team on products to promote cross-sell and up-sell opportunities resulting in an increase in sales revenue of $15,000 - $20,000 per rep annually.
• Coached representatives by monitoring a team support forum to help resolve challenging client scenarios.
• Developed multiple team incentive programs to increase sales, product knowledge, and team morale.
• Enhanced department effectiveness by collaborating with other teams to examine processes and eliminate inefficiencies for alignment of inter-departmental workflows.

Greater Milwaukee Area

• Retained at risk business by providing customers with alternate options to meet affordability and suitability needs.
• Reeducated customers on their insurance plans and suggested ways to get the best value when utilizing their plans.
• Maintained an average of $200,000 - $300,000 in retention premiums per month.
• Maximized time in call queue by self-managing and reprioritizing daily tasks and ongoing projects.
• Assisted agents in retaining business and evaluating continuously changing customer needs.
• Deescalated calls by finding solutions that best suit customer needs while remaining in compliance with company guidelines.

Greater Milwaukee Area

• Assisted agents with proposals, reviewing application status, underwriting decisions and processes, pre-screen information, and state mandated information.
• Interfaced with underwriting to process applications; completed underwriting decisions/counter offers, pre-screens, escalations, and priorities.
• Proactively learned about other departments and their responsibilities; educated self on multiple product lines.
• Navigated through online documentation and required systems.
• Conducted underwriting on all new applications within first 30 days of policy activation.

Greater Milwaukee Area

Greater Milwaukee Area

• Assisted call center Direct Sales Supervisor and Agents; mentored team and acted as a subject matter expert.
• Surpassed both individual and team goals and objectives as defined by Direct Sales Center (DSC) management; named Champion of Excellence in October 2005.
• Created and reviewed workflows for department job description manual used in employee training.
• Trained new coordinators on workflows, procedures, and systems.
• Participated in the creation of a new department applications program; facilitated in the project planning, testing, and implementation phases.
• Responsible for the timely completion of individual medical applications through the management of the sales process and related action items involving internal teams and customers.