Matt Leeper Email & Phone Number

Fort Mill, Sc, Us

Charlotte, North Carolina, United States

• Spearhead end-to-end enrollment strategies, driving participation through innovativeemployee education and technology-driven solutions, resulting in over 250 successfulbenefit meetings per year.• Collaborate with cross-functional teams to assess client needs, develop tailored onsitemethodologies, and manage logistics for events across multiple states, including VirtualBenefit Fairs and customer webcasts.• Create and produce engaging On Demand Video presentations, monitor viewership andcompliance, and utilize insights to refine future presentations and training modules.• Train and mentor Benefit Counselors on product knowledge, customer specifics, andeffective presentation techniques, enhancing their ability to engage participantseffectively.• Lead Joint Onsite Account Planning sessions, consulting with various service channels toalign strategies with client culture, ultimately enhancing customer satisfaction andminimizing costs.

Enrollment Representative responsible for developing, coordinating and implementing case-specific onsite strategies that enable employees of our Institutional customers to consult with an onsite representative and make an informed enrollment decision. Owns the planning and execution of onsite events that support the full range of Institutional Business products (Employer and Employee paid), including Life, Dental, Disability, Group Auto & Home, Accident & Health, Critical Illness, Legal and Pet Insurance. These onsite events may include train the trainer sessions, benefit fairs, group informational meetings, webinars and one-on-one discussions. Works directly with internal partners from various sales, service and product lines along with brokers and customer groups to facilitate the onsite process while also managing internal and external resources who represent MetLife at the customer events. While this provides the first sale team with a vital differentiator in the marketplace, the ultimate goal of the process is to motivate employees to make benefit decisions that lead to the second-sale commitment (i.e., enrollment in MetLife’s plans), resulting in superior customer satisfaction as well as increased participation and revenue. Maintains consistency with customer's core benefits and special needs while focusing on employee participation and overall customer satisfaction.

Relationship manager responsible for all elements of case review, implementation, service,problem resolution, and support to 240+ clients and business partners for MetLife’s insuranceconversion program, PlanSmart. Implementation and servicing rangesfrom Small Markets toNational Accounts.• Coordinate day to day processes between implementation managers, IT, Account Executives,and benefit administrators. Decision maker on eligibility for perspective clients; approval basedon multipoint criteria.Notable Projects:• Standardizing Multi Customer Files: Took multiple customized file layouts to a standard layoutfor the benefit administrator. Resulted in reduced implementation time and effort for all parties,customer cost savings, and increased leverage for sales team.• Call Center Project: Acted as project lead on a training project for 3rd party call center reps.Rewrote escalation procedures, training documents and call scripts over a 6-month time frame.Project gainsincluded smoother conversation without impacting call times and decreased callcenter escalations/complaints.

Data Analyst• Reviewed customer files prior to automated processing, and audit team’s daily work to ensurefiles processed correctly including a review of rejected records.• Performed customer installations, cancellations, and updates, including record keeping, orprograming queries in Microsoft Access.• Provided support to individual customer and licensed representatives requests through researchand partnering with business contacts including underwriting. Manually submitted customerinformation to create sales leads/opportunities.Notable Project:• Researched and implemented multiple new procedures for expediting customer requests.Improvements included automating manual data entry points and aggregated multiple sourcesof data in one centralized system. Project resulted in efficiency gains and improved customerexperience.

Fort Mill, Sc

∙ Implemented numerous vendor and in-house process optimization projects to improve efficiency and reduce cost∙ Created and maintained payment channel reporting for monthly business review ∙ Worked with business managers to document processes and procedures∙ Collaborated with business partners to identify and correct process gap and reduce risk to company∙ Provided single point of contact as Subject Matter Expert for multiple processes

Fort Mill, Sc

∙ Supervised day-to-day functions of lockbox payments for branch network∙ Maintained accuracy between daily payment processing and depository information∙ Reviewed and signed business checks on a daily basis∙ Audited quality review to ensure accuracy and business standards compliance ∙ Acted as Subject Matter Expert for products and services to the branch network∙ Assisted senior management team on projects related to operational procedures∙ Hired and trained staff