- Support Sales and Account Management in persistency, profitability, rate renewals and new business goals.- Partner and support all key organizations and individuals to ensure CGI project portfolio is successfully executed to enable and accelerate future profitable growth.- Created and maintain Standard Operating Procedures for Account Service Team, ensuring documentation is clear and easy to follow.- Created, maintain and manage New Hire Training & Orientation Program for all employees in Account Service Team.- Created and manage Mentoring Program for newly hired and experienced Account Service Representatives.- Created and manage Gap Training Program to ensure Account Services Team is aware of product development updates and new/updated process and procedures.- Completed Six Sigma - Green Belt- Manage day-to-day expenses along with reasonable fluctuations in costs within annual budget.- Monitor and control staffing levels to achieve maximum balance between service and cost.- Monitor individual performance of each staff member, rewarding excellence and following performance management when appropriate.

- Responsible for responding to simple and complex inquiries, solving non-routine problems using independent judgment anddiscretion, and ensuring client satisfaction with products and services.- Coordinate with Account Managers to ensure client needs are met and potential problems are averted.- May be involved in new account installations to introduce the concept of the Account Team and familiarize themselves with the account.- Support incoming 1-800 calls from clients and brokers- Input and maintain all appropriate contact data and service requests.- Prepare and schedule the delivery of web and telephonic presentation with the client to educate and inform; specificallyCustomer Commitment Activities.- Develop and maintain effective business partnerships to ensure service issues are managed proactively; communicateclearly, accurately and effectively with all business partners- Participate in regularly scheduled feedback and information exchange sessions with key business partners.- Fully support Sales and Account Management in achieving their business goals and objectives.- Training and mentoring of less experienced Service Associates and Specialists.- Identified process improvement opportunities.