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• Responded to complex customer requests, via telephone or ERMS- KANA/Lotus Notes/OutLook e-mail correspondence regarding eligibility and billing inquiries, claims discrepancies, etc. • Prioritized daily workload for assigned Local Market Northeast block of business to ensure specific turnaround times (TAT) and Quality Assurance performance is maintained, while providing superior customer service.• Repetitively maintained CORE knowledge and training of insurance products and services, such as MetLife Dental, Life/AD&D, Disability, and Vision.• Provided proactive customer follow-ups to ensure MetLife customer service is above satisfactory and enhance the current relationship with MetLife.• Increased customer awareness of MetLife’s guidelines, policies, and administrative tools to help ensure service expectations are met.• Extensive understanding and use of MS Word, MS Excel, MS Access and GroupFacts/UIS. In addition to other MetLife Database systems, such as Nova, CDF, and WorkDesk. • Developed relationships external and internal to guarantee customer support and provide additional resources to achieve customer service or growth objectives.• Lead as the Subject Matter Expert and Dedicated Service Team member in strategic processes for MetLife’s participation with the Affordable Care Act, ensuring Brokers and Customers become familiar the mandated state law.• Assisted in several product forums by providing valued concepts to expand processes within Account Management and ensuring processes are in line with being Customer Centric.

• Created of methods of compiling, recording, and evaluating client personal and financial data in order to verify completeness and accuracy, and to determine eligibility status for County, State, and Federal public assistance programs.• Analyzed consumer data to initiate procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance.• Maintained call center caseload on ongoing cases, including processing changes to cases and ensuring client service issues are resolved using such as programs as FMMIS and FLORIDA system.

- Create of methods of compiling, recording, and evaluating clients personal and financial data in order to verify completeness and accuracy, and to determine eligibility status for County, State, and Federal public assistance programs.- Provided some social services directly to clients where program eligibility may be determined through established guidelines; refers clients to others where program eligibility requires more in-depth analysis, or refer clients to internal or external service providers.

• Assisted with internet marketing efforts – researches, makes recommendations, and implements marketing initiatives utilizing blogs, video/YouTube, social networking, podcasts, segmented email donation solicitations, etc. • Prepared marketing analysis, maintaining sales records, generating reports, and distributes sales forecast information using MS Access and MS Excel.• Contributed creative ideas for marketing and advertising in the Market Development department and Circulation newsletter of the AJC.• Assisted in the development, coordination, and site administration of a SharePoint project site for the Circulation Sales and Audience Development department.• Completed projects and special assignments by establishing objectives; determining priorities; managing time; project management; promptly making adjustments to plans.• Performed a multilevel functional role by assisting executive level managers with properly answering calls, assisting and managing marketing projects using MS SharePoint.• Arranged corporate travel and meetings by developing daily, weekly, monthly, itineraries and agendas using such programs as Lotus Notes/ MS Outlook.

• Created Microsoft Excel worksheets to provide and conduct comparative analysis for each conversion complex of 7 properties• Reconciled construction budget to determine inaccuracies and voiced recommendations to VP and CEO.• Responsible for managing all executive level administrative tasks that includes conference calls, meetings and arrangement of travel using such programs as Lotus Notes/ MS Outlook. • Organized, created, and implemented bi-weekly Grand Opening events for new condo tenants with direct administrative details such as financial operations, dissemination of promotional materials, and responses to inquiries.• Synchronized cash receipts, employee disbursements, and creatively compared year-to-date data to identify inaccuracies.