Debra Woods Email and Phone Number

• Respond to customer inquiries regarding products and online experience • Develop and document procedures and processes to deliver exceptional customer experience • Collaborate with team members to identify, analyze and resolve common customer inquiries, striving towards root cause resolution • Able to develop practical and creative solutions to moderately complex problems• May lead team members involved in the process analysis and implementation

• Monitor production and quality of associate performance to ensure that all functions within the Billing function are processed and completed in a quality and timely manner• Supervise associates giving work direction, training and performance feedback and making hiring and termination decisions• Correspond with customers and field to provide problem resolution to escalated billing inquiries• Maintain strong working relationships with company associates and field representatives• Works with employees to ensure high level of engagement and ongoing career development

• Managed difficult premium accounts to correct and timely payments• Research and notify clients of premium discrepancies • Work with cross functional teams to address and resolve client’s issues and inquiries• Effective at recovering premium and resolving complex customer issues• Awarded the True North Award within six months of rehire

• Accurately process eligibility applications for Minnesota’s healthcare programs • Effectively assist callers in understanding application process, policies and eligibility determination to assist callers identifying the best healthcare program available for family situation

• Managed 302 Employee Benefits premium accounts for plans of 150 to 20,000 employees• Group billing for Life, Accident, Disability, FMLA, ASO and Stoploss products• Partnered with Field Sales Reps, Brokers, TPAs Underwriters and Payroll Centers on new account setup, plan renewal and sensitive issues to promote positive long-term relationships• Effectively managed client and cross functional team relationships to negotiate, develop and maintain business requirements for new and existing clients to ensure customer satisfaction• Proactively identified and investigated potential issues, providing insight to prevent or resolve problems• Consistently monitored client performance and audited accounts to detect reporting errors that would result in over or under statement of premium and/or a lapse in coverage• Successfully mentored Billing Analyst and Field Reps serving as a subject matter expert on processes and polices to enforce timely and compliant service deliverables• Participated in continuous improvement project teams as assigned to develop and implement new and more effective processes• Wrote proposal for alternative work schedule implemented department wide in January 2011, improving employee morale and performance

• Leveraged employer relationships to market a flexible portfolio of retirement products to the not-for-profit market within assigned territory• Counsel and advise prospects and policyholders on matters of protection and coverage• Demonstrated strong interpersonal skills to build rapport with perspective and existing customers