Nicholas Elizardo Email & Phone Number

Cultivate meaningful relationships with 15+ COBRA and Direct Bill clients with 10k+ in eligible employees, managing a book of business with 5+ million in annual revenue. Collaborate with Senior Account Executives on long-term client strategy and growth resulting in 90% client retention, average a 9 in NPS. Elevate client experience by enhancing processes and procedures and promoting cross-selling opportunities. Recognized for transforming challenging client relationships using a 30-day plan to deliver positive improvements and maintain client relationship through a 5-year contract renewal agreement. Act as a senior liaison to provide expertise between internal departments, including but not limited to: Member Services, Partner Service Analysts, COBRA Operations, Finance, Contracts and Data Integration Service team. Lead annual open enrollment through flawless execution resulting in timely enrollment mailing. Mentor and Trainer to new Service Delivery Managers and Partner Service Analysts to lead high-valued clients. Help lead department's engagement committee to provide professional knowledge content through department's newsletter reaching 300+ teammates

United States

Successfully led a team of 14 Member Services Specialists (MSS) and 1 Team Lead for incoming COBRA and Direct Bill member calls. Track team productivity by using KPIs and ensure SLA commitments were met. Enhance team performance averaging a 90% in CSAT through daily mentoring, weekly one-on-one discussion, and motivational strategies. Promoted 50% of my direct reports to Sr. Member Services Specialists or to other departmental positions. Host monthly team meetings to provide company updates and latest changes, included engagement activities for team-building and celebrate teammate success for monthly wins. Administrate disciplinary action for MSS with excessive absences or performance issues. Provide mid-year and year-end performance reviews. Interview and hired qualified candidates for yearly peak season. Assist with new-hire orientation, onboarding, and training development. Serve as the lead liaison between Member Services and Enterprise Client Services for partnership strategies, discuss and evaluate inefficiencies and implement process improvement.

California, United States

Successfully supported supervisor with leading a team of 14 Member Services Specialists (MSS). Responsible to monitor and evaluate weekly calls for quality assurance. Coach and motivate MSS to accomplish personal and company goals. Primary point of contact for escalated member inquiries. Mentor and train new MSS and provide support for new-hiring onboarding and training classes.

United States

Responsible for answering and assisting incoming calls for COBRA, Direct Bill, and FSA members • Handled the required 75-80 incomings calls per day• Completed outbound calls for open member inquiries• Assist with special projects with cross functional teams