Client Service ManagerResponsible for providing customer service support to Employers and Brokers. Direct phone and email-based customer engagement. Resolves a wide variety of inquiries ranging from benefits, enrollment, policies billing, eligibility, authorization, and claims.• Manages 4 Brokerage Firms with a total client base of 135 small business policies and 12 key accounts with 100 or more employees each. • Successfully applies strong organizational, time management and prioritization skills to exceed service goals.• Implements communication skills to rebuild, repair and retain relationships with brokers, their customer groups and dedicated employer groups.• Success in educating Employer, Broker and Health Plan members in self-service tools to become self-sufficient in basic tasks such as Invoice, ID Card generation and Member enrollment.Navigator Responsible for providing customer service support to members. Direct phone-based customer interaction to resolve a wide variety of inquiries.• Participated in Kaizen event to decrease Average Handle Time (AHT) for Target and Delta dedicated skill. Results: lowered AHT by 14% and increased in survey scores for the site to 89.51%• Member of the Subject Matter Expert (SME) Pilot program. Result: Successful implementation for the SME customer service model. • Participated in Mentoring Program for new hires to meet standardized metrics. • Success in applying strong organizational, time management and priority evaluation skills to exceed Navigator metrics goals.