I Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group. Provide first level leader support in chain of command with team members. Administer and adhere to corporate and departmental policies, practices and procedures, including union contract administration. Monitor processes and ensure that operational standards and customer specific performance guarantees are met. Identify opportunities and implement solutions for workflow, system, and other process improvements. Develop and maintain strong and positive working relationships with respective Union Leadership. Interface with internal and external stakeholders, provide solutions to meet operation standards, solve simple business problems, and maintain effective business partnerships to ensure delivery of optimal customer experience. Maintain professional and technical knowledge by attending workshops, reviewing professional publications, and bench-marking best practices.

Investigate, process, resolve, and respond to Medicare Advantage members or beneficiary inquiries received via telephone or written correspondence. I direct and/or adjudicate claim-related inquiries. Initiate status reports and service recovery letters to the inquirer when delays occur in responding to an inquiry as required. I am responsible for educating new and existing members or beneficiaries concerning BCBSM policies and procedures and specific benefits through daily telephone inquiries. I will also assist other representatives in handling unusual complex inquiries, including irate calls as well as those inquiries that may have complications for the retention of business.

A team player on the Benefit Lump Sum Offerings Team at Towers Watson. Responsible for performing comprehensive benefit plan administration, including the interpretation of actuarial information and management of retiree and terminated employees pension funds.

Lead 15-member staff, with primary responsibility for designing and implementing innovative sales growth techniques to increase store volume and revenue. Generated an 15% increase in sales year over year. Trained, coached and mentored staff in reaching performance goals, with responsibility for direct report goal setting, annual performance reviews and performance improvement planning. Frequently networked with the community to educate business owners and general public on products and services, expanding customer education. Anticipated and responded to customers’ questions and concerns, setting an example for customer service delivery excellence.

Consulted, advised and educated clients in all 50 states regarding current/future mortgage needs, determining the best programs to fit their home ownership goals. Honed knowledge of home loans, mortgages and refinancing products and services. Collaborated across teams and management leadership on process improvement opportunities.

Results-focused and proactive manager with accountability for driving individual and team sales. Identified opportunities to increase sales performance by implementing novel sales techniques, while training team on up-selling and customer service. Developed team through one-on-one mentorship and team motivational leadership to sell effectively, resulting in increase in sales and revenue. Grew relationships across teams and with management alike to build support for organizational goals and meet objectives.