-Work with assigned Senior Account Manager(s) on implementation and ongoing service and enrollment strategies for “key/select” accounts. -Assist all level Account Managers with escalated questions/issues.-Manage high level training needs for the Account Management and Service Teams.-Develop and enforce metrics and service results.-Partner with applicable Department Heads to develop and implement effective internal processes and procedures.-Develop strategies to increase the quality and efficiency of client support.-Work with external partners to maintain effective relationships between service departments.-Present company service model and technology capabilities to key prospect clients.-Lead Senior Account Manager(s) in developing streamlined client-facing compliance communications and presentations.-Recruit and place service team members within the organization.-Maintain in-depth working knowledge of current systems and processes.-Directly manage select high profile accounts.

-Implemented and serviced a diverse block of 25+ employer groups ranging from small to large employers (10-15,000 employees).-Developed and maintained employer/employee benefit communications including digital enrollment/benefit guides, online enrollment system technology systems, and benefit presentations (narrated).-Created and/or ensured accuracy of carrier eligibility files and employer payroll files (EDI).-Managed and resolved escalated customer service issues related to claims, compliance and Cobra administration, billing and eligibility, enrollment system technology, and carrier administration.-Maintained high persistency through strong client relationship development.-Analyzed, reviewed and implemented changes to insurance carrier/employer contracts.-Partnered with Broker and Sales Support on annual client renewal analysis.-Managed customer service representative to ensure timely and accurate attention to service issues, day-to-day operations and data entry.-Developed and implemented client facing processes and tools to improve service.-Provided Account Managers with implementation and ongoing service and enrollment strategies. -Assisted Account Managers with escalated questions/issues.-Trained and mentored new Account Managers.-Evaluated and provided ongoing training needs for Account Managers.-Conducted high level carrier/payroll audits on high risk clients.-Assisted in finalist presentations for key/select prospect clients.-Effectively presented employee level benefits to diverse groups, both small and large audiences.-Provided one-on-one enrollment support.-Promoted to Senior Account Manager, December 2012

-Implemented and serviced a block of business with over 50 clients, ranging in size from 250-2,000 employees.-Effectively managed ongoing customer and broker service related issues.-Developed effective service plans for assigned accounts.-Partnered with Sales Representatives on development of initial and ongoing customer and broker specific strategies.-Achieved new business and cross sell goals through execution of customer specific management and expansion strategies.-Developed and maintained client and broker relationships.-Promoted to Account Consultant, May 2006.-Unum Service Star Award, 2006.-Promoted to Senior Account Specialist, August 2005.-Employee Growth and Empowerment Award, December 2004.-Select member of the Field Extension Review Team, September 2004.-Customer Loyalty Service Honor Roll, 2004.-Promoted to Account Specialist, February 2004.-Top Exceptional Service Employee, October 2003.-Performance Recognition Award, June 2003.-Performance Recognition Award, December 2002.