Kate Ortegel Email & Phone Number

Remote

Partner with Project Management and Production Planning team members daily to review capacity, team deliverables and performanceProvide direction on documentation of work requests, participating in discussions to define and assign work to appropriate resourcesReview and analyze performance on client health scorecard weekly, reviewing risk areas with team members as neededAct as client escalation point for service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressedProvide operational performance reports to client leadership team, identifying successes, risks and needs weeklyConduct regular strategy meetings to review client activity, needs and performanceLead daily stand-up meetings with team members to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasksManage team members by conducting regular 1:1’s, reviewing work, processes and other team member needs in order to ensure successful execution of assigned tasksConduct new team member training and support overall learning paths for all team members, aligning resources as neededEnsure team is executing against Annual Enrollment related activities and proactively engage the clients and internal teams as needed on open itemsParticipate in sales finalist meetings and partner with the sales team on prospect visits and scope of services presentationsEngage in ongoing educational opportunities on product releases, updates and system functionality

Charlotte, North Carolina Area

Serve as a day-to-day liaison between our clients and our production teams, making sure we understand all goals, objectives and time constraintsManage and facilitate client calls and new client administrator trainingMaintain all client documentation such as Standard Operating Procedures and process related documentationEngage in ongoing educational opportunities on product releases, updates and system functionalityEducate, discuss and collaborate with clients on relevant product updates, engaging in consultation with Client Success Leader as neededProvide concise communication regarding new system functionality, industry news, open items, project initiatives and resolution activityDrive continual improvement of the delivery of services from all teams; ensuring a cohesive, high quality serviceCoordinate Annual Enrollment related activities and proactively engage the clients and internal teams as needed on open itemsParticipate in sales finalist meetings and partner with the sales team on prospect visits and scope of services presentationsPartner with internal teams to identify and discuss trends and training needs, providing support and expertise to the Service Center team

Charlotte, North Carolina Area

Reported to the SVP; responsible for all aspects of CS and operational delivery for employee sponsored benefits including Defined Benefits, Defined Contribution, and Health Plans. • Led a team of managers tasked with positively impacting talent retention and development of representatives. Grew leaders to develop skills of cultivating relationships, enhancing experiences, and increasing overall sales. 16 direct reports; 300+ indirect reports; 28 client teams over multiple locations nationally; $12M+ portfolio.• Facilitated sales and implementation process for clients within the Charlotte location. Successfully implemented 6 clients during tenure in role.• Developed action plan to realize a 5% engagement increase year over year for Charlotte staff, to reduce attrition and support succession planning.• Created Business Management Routines for Customer Service Group Manager role for all national locations to unify group, share successes and eliminate repeated issues.• Oversaw bonus, travel, recognition, and overtime budgets totaling over $600,000 annually.• Ensured demand reduction of 10% of volume year over year; by increasing first call resolution, analyzing customer satisfaction results, empowering staff, and eliminating barriers.• Reviewed strategic plans and processes for aligned client teams and reduced cost per call through Average Handle Time decrease, reduction of repeat callers, increase of First Call Resolution, and challenge the status quo.• Led managers to achieve a 3% year over year improvement in overall customer satisfaction and internal quality.• Headed up Annual Enrollment; the largest project conducted within the business yearly for the Charlotte location for 3 years; consisting of 600+ contractor hires, 30+ client teams impacted, and $1,500,000+ revenue for a six+ month period yearly.

Charlotte, North Carolina Area

Analyzed results of client teams and individual leaders to develop action plans tied to contractual agreements and industry standards. Performance was directly related to customer, client and colleague engagement. • As a result of the success reached within the Charlotte location, the role was rolled out nationally.• Assigned with realizing a 3% customer satisfaction increase, 2% demand reduction, talent retention, and leadership development for the locations client teams.• Steered bi-weekly Team Manager development meetings to discuss trends, training needs, growth and development, and conduct necessary training.• Created Customer Service Representative development sessions to increase talent pool, increase retention, and develop future leaders internally.• Established direct hire recruiting and interview process for the Charlotte site of the business; eliminating the need of using third party recruiters/staffing agency and ensuring talent.

Charlotte, North Carolina Area

Managed client team; including all roles within Customer Service to support aligned client. Responsible for the overall client relationship, sales of new services/products, handling of all customer concerns, development of representatives, and operations of the client center.• Identified trends and development concerns with colleagues, leading to action steps being followed to enhance skill sets or release dependent on the need/concern; accomplished through weekly coaching sessions, monthly development meetings and touch base discussions as needed.• Repaired client confidence and satisfaction through ownership of needs, reporting/documenting of issues and creation of process improvements.• Partnered with Client Delivery Group to ensure a smooth 2011 Annual Enrollment, Off-Cycle Enrollment, Acquisition and Divestiture for the client, customers and business.• Proactively managed operational concerns for client team to ensure all metrics/measures were exceeded and opportunities capitalized on for improvement and cost-saving.• Facilitated monthly calibration sessions with Customer Service Client Specialist group (location wide) to discuss calls, coaching strategies and team focuses to improvement engagement/morale, customer/client satisfaction and reduce unnecessary repeat calls into the center.

Lincolnshire, Illinois

Front line contact for all customers of supported client team, handling all of their health and wealth needs. Mentoring new colleagues to grow tenure and experience for the customer and client.• Served as a supervisor and coach for Annual Enrollment seasonal staff (30+ temporary colleagues).• Worked with the client regarding participant issues/claims to ensure a timely and correct response from both parties. Including verifying plan provisions, reviewing calls/account data, and providing summaries directly to the client and working with the client delivery team to update accounts accordingly.• Created all new hire and annual enrollment training material for the client team. Leading to a direct relationship with the client to update and modify customer documents.• Maintained team databases with all new plan provisions, client news and government updates to include COBRA Stimulus and Health Reform.• Identified carrier connection issues and worked as the primary analyst in resolving situations and ensuring future positive relationships with the carriers.• Conducted personal coaching sessions to enhance peer knowledge and confidence with the tools, business, and customer interactions.

General Studies

High School Diploma, General Studies