Provides day to day support, and resolves service related inquires for ten mid-size to large Employer Groups.Serves as liaison for Service Operations and Group Sales as it relates to claims, enrollment and eligibility requirements.Functions as a Subject Matter Expert and Customer Service Specialist as it relates to claims, contract interpretation, and benefit translation.Assisted in the launch and implementation of the Maryland Health Insurance Plan Supports the internal and external customer by attending open enrollment meetings, off-site benefit fairs, and implementation meetings.Responsible for servicing high level/ high profile Executive level inquiries Provides on-going training and updates to peers and Management.

Managed a team of an average of 15-25 associates in the Service Operations area to meet and or exceed all service metrics. (Quality, Schedule Adherence, Percentage of Availability, Attendance & Productivity.Acted as a Business Analyst in evaluating and strategizing with levels of middle management to ensure the organization was in compliance with all Service Level standards, MTM measurements, Staffing Levels, Quality and Productivity expectationsProvides input and assist in the recruiting of new associates to ensure staffing levels are directly proportional to staffing needsDARRYL GARNER - Continued-Responsible for handling special projects for Manager/Director of Service Operations in the form of Executive Complaints, Staffing Models, Recruiting, Claims Adjustment,Worked Closely with members of the Claims Adjustment Unit, Other Party Liability, Pre-certification, Accounting Services & Finance and Corporate Vendors to develop standard Operating procedures that ensures the department maintained above average Customer Satisfaction Levels.

Managed a team of 20-30 part time Affinity Marketing/Sales associates to achieve and/or exceed departmental sales, quality, and Productivity expectations in the marketing of all Corporate products (credit cards, cash advances)TRAINING AND MANAGEMENT WORKSHOPS COMPLETEDManagement Orientation Program Facilitating Improved Performance Facilitating Effective meetings