Wrote, edited and formatted internal and external communications including alerts, announcements, marketing materials, sales support documents, executive biographies, and executive communications utilizing AP style and brand standards as part of an integrated marketing and communications (IMC) department • Project managed marketing initiatives with the insurance sales team by building out tactics in Teamwork, conducting touchpoint meetings and keeping projects on track towards meeting deadlines• Created and maintained the company intranet through SharePoint by collaborating with outside vendors and subject matter experts to develop content and marketing tactics• Wrote copy for multiple product and service campaigns: member letters, training documents, phone scripts, brochures, and advertisements • Managed a content calendar to keep line of site of all communications• Gathered and reported out email analytics for all B2B and B2C email campaigns

Led a team of six in answering health and specialty benefits questions regarding group and Medicare eligible members for agents• Maintained a daily phone queue availability report• Resolved escalated cases• Facilitated team meetings; identified individual and team needs and solutions• Developed and presented trainings for the team• Conducted performance reviews, provided feedback, and identified training needs

Led a team of five in running and quality checking medical and specialty benefit proposals while answering proposal-related questions from agents and internal staff• Maintained a 0% company payout due to proposal errors (a first for the company)• Assisted in development and training of CRM Microsoft Dynamics integration• Developed and taught a class on proposals for company cross-training initiatives

Led a combined team of six in answering life and disability questions and claims related questions from agents, companies, and subscribers • Researched claims and benefits; processed additions, changes, and terminations• Developed a new business enrollment and billing procedure• Resolved escalated cases• Acted as liaison during company merger and transition by participating in conference meeting and emails, keeping detailed notes, and tracking deadlines• Co-mapped out and created an internal document resource library