Day-to-day management, relationship management, and oversight for outsourcing services delivered to multiple Enterprise and Mid-Market clients including multiple national or multinational clients with high to medium levels of service complexity..Drive customer loyalty by cultivating and effectively establishing customer relationships at an executive and vendor manager level by understanding their strategic initiatives and needs. Effectively apply client knowledge and develop the… Show more Day-to-day management, relationship management, and oversight for outsourcing services delivered to multiple Enterprise and Mid-Market clients including multiple national or multinational clients with high to medium levels of service complexity..Drive customer loyalty by cultivating and effectively establishing customer relationships at an executive and vendor manager level by understanding their strategic initiatives and needs. Effectively apply client knowledge and develop the relationship to identify, present, and consult on solutions proactively.Focus on client retention, loss prevention and eliminating concessions. Proactively champion Ceridian’s brand, products, people, process, performance, and value add to the clients. Drive continual improvement of the delivery of services from all teams; ensuring a cohesive, high quality service. Show less

Wrote QA requirements for telesales agents 2008 and 2009, as well as Agent Support for 2009.Created and maintained agent preparation materials including PowerPoint presentations and assisted in writing and training sales policies and procedures, soft skills and plan benefits to telesales agents for Open Enrollment.Acted as agent support to Captive, FMO and Telesales agents. Established a working relationship with all departments and assisted agent support as well as member service… Show more Wrote QA requirements for telesales agents 2008 and 2009, as well as Agent Support for 2009.Created and maintained agent preparation materials including PowerPoint presentations and assisted in writing and training sales policies and procedures, soft skills and plan benefits to telesales agents for Open Enrollment.Acted as agent support to Captive, FMO and Telesales agents. Established a working relationship with all departments and assisted agent support as well as member service reps as a subject matter expert for enrollment/dis-enrollment issues. Show less

Retained current members who requested dis-enrollment due to dissatisfaction with Universal's Medicare Advantage plans. Identified the specific issues, determined resolutions and made needed corrections.Continual assistance to the Member Services team on enrollment /dis-enrollment issues. Assisted and coached member services representatives on how to find resolutions for similar issues in future.

Managed enrollments, from setting appointments to scheduling and supervising agents, and conducting monthly enrollment meetings with new employees, including large employer groups of 200+.Maintained client relationships by assisting clients and employees with billing and claim issues.