My team supports companies between 100-500 employees. We help our clients obtain affordable health care coverage and roll their benefits out to their employees. I support account executives on over 15 accounts ranging across various industries from manufacturing, to healthcare, to professional associations to name a few. Originally brought on to bolster internal processes, I have transitioned into a client-facing position where I field day to day questions from the client, partner with our clients' carriers to facilitate the administration of benefits, and initiate marketing for the lines of coverage due to renew in the upcoming year.

I served as the conduit between potential clients and the leading partners. Potential clients called seeking help for issues ranging from debt collection defense to consumer protection which sometimes burgeoned into class action law suits. I would speak with more than 20 clients a day with conversations generally lasting between 15-30 minutes. From their stories, I would aggregate the details most relevant to the partners who would determine whether their situation was one of which we could help facilitate a solution. I educated clients on the basics of debt collection, helped them identify their current needs, and oftentimes sympathized with them through impossible situations. Per instructions from the leading partners and on their behalf, I would offer our legal services and explain how retaining our firm would be advantageous to them. Alternatively, I would explain to clients when they were not a fit for our attorneys' field of expertise. I handled a volume of work previously handled by two people. I successfully advocated for additional support, reasoning that the practice could expand beyond its current capacity. I trained paralegals on how to handle incoming calls for auxiliary support while I was assisting other potential clients. I served as the point person for all questions they had as it related to incoming clients. Additionally, as more support was approved, I trained my new colleague and directed how to manage the workflow between the two of us. It was a fast-paced environment that provided me with excellent opportunities to further develop my client-facing communication skills and manage time-sensitive priority-shifting tasks from start to finish.