• Works diligently with clients to advise on the best benefits package for their business• Facilitates training covering: Insurance - Group, Commercial, Medicare and State Medical open enrollment and all benefits; as well as HMO’s PPO’s, POS High Deductible, STD, LTD, Dental, and Vision • Maintains a book of business varying from small to enterprise clients while providing above average client experience• Effectively educates agents via zoom and in-person settings • Collects feedback from department leaders for follow up and refresher training• Works closely with Product, Salesforce Support, Billing, and other Operation teams to triage, document, monitor, and help resolve trending customer issues• Updated the Benefits Team’s training manual to improve efficiency and processes for department resulting in 20% increase in QA call scores, policy and procedures, and customer experience • Improved SLA by 0.5 day in 4 months by implementing refresher training and creating one page guided for consultants

• Responsible for monitoring employee benefits management services for numerous lines of business• Provided personalized benefits education, support, and clarity to clients• Delivered communication regarding compliance services that helped employers reduce healthcare costs and assisted employees with making informed benefits decisions• Consistently ranked in top 15% of department for communication, listening, documentation, and conflict resolution• Worked with peers, sales, functional teams, and clients to identify business needs, develop and test reports/solutions to support business processes, and implement/train implementation teams on new process(s) • Executed tasks for troubleshooting workflows and documenting errors related to risk, control, and process reviews

• Engaged and enrolled employees in worksite benefits plans through face-to-face, virtual, and telephonic enrollment • Provided advocacy and transparency to help employees select cost-effective medical providers and resolve claims issues while enabling employers to reduce administrative and healthcare costs• Initiated communications and compliance services to manage governance and regulatory communications for corporate benefit plans including but not limited to: PPO and HMO’s plans, High- Deductibles and Consumer-Driven Health Plans, HRA’s, FSA’s, Short-Term Disability, Long Term Disability, Whole Life, Term Life, Accident, Critical Illness, Hospital Indemnity, and other insurance programs typically offered by an employer• Identified at-risk accounts and completed action plans to show value of products which improved their ROI• Completed troubleshooting tickets and cases in Salesforce queue from Tier 1 support, clients, and Sales Operations

• Lead point of contact for customer onboarding requests, implementation, and account management• Monitored team’s metrics and coached individuals on best practices to improve their day-to-day results• Created training course that reduced employee post-onboarding time by 50% within three months• Worked cross-functionally with other leaders in the organization on creating and implementing best practices• Awarded by leadership for innovative processes and attention to details resulting in team consistently meeting and exceeding metrics within the department • Used Customer Experience feedback to liaise with other departments on improvements to processes

• Investigated new benefits programs while improving existing programs to increase department results• Analyzed and monitored benefits administration, directing and planning the day-to-day operations of group benefits programs including: group health, dental, vision, short-term and long-term disability, worker's compensation, life insurance, travel and accident plan, flexible spending plan, retirement plans, etc.)• Provided excellent customer service and designed high-quality benefits plans• Pulled data from multiple sources to interpret for monthly performance, account audits, and QBRs • Increased compliance procedures resulting in increased claims completion and revenue by 25% in 2 months• Collaborated with Process Improvement team on project to revitalize call monitoring form• Successfully partnered with the sales operations for onboarding, implementation, and training for clients• Became a department SME by consistently earning 100% scores in customer satisfaction and resolution skills• Consistently demonstrated an above average knowledge pertaining to company offerings to advise clients on best options that met business needs