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.• Researched data discrepancies for customer-facing areas to resolve enrollment errors.• Audited documentation for accuracy and consistency prior to submission for final publishing to company intranet.

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.• Implemented change management techniques to help the team adapt to changes within the company and department.• Effectively handled escalated customer calls by utilizing problem-solving techniques, diffusion skills, probingquestions, product knowledge, and theory; offered solutions that benefit both the customer and the company.• Created and facilitated a new hire training program minimizing rep onboarding from 8 to 10 weeks to 4 to 6 weeks.

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.• Remained informed and up-to-date on all guidelines, mandates, and processes that were frequently changing in the health insurance industry.

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.• Navigated multiple computer systems and reports to manage the sales funnel of pending applications; identified open requirements, missing information, and escalated issues.