TEDI SOUTHMAYD

St Petersburg, FL ***** 727-***-**** acctdl@r.postjobfree.com

Summary

Management professional with proven strengths in client service support, people

leadership and proactive planning and implementation of process improvement

initiatives.

Skills

Recognized strengths in sales support, problem solving and planning and implementing

proactive procedures

Ability to train, motivate and supervise staff by identifying gaps and delivering constructive

candid feedback to improve performance

Develop, plan and conduct audits

Possess solid computer skills, excellent working knowledge of Microsoft excel and word

Create schedules that will meet department needs and manage work flows

Experience

October Consultant, HealthPlanOne

2013 –

Support a team of 6 Medicare and 6 individual insurance plan sales agents

February

Manage overall responsibilities of employer group sales teams

2014

Provide productive and positive synergy with sales team and other business groups within the

company

Monitor phone queue to ensure service levels are being met

Communicate sales goals

Assist the Vice President of Sales with long term planning and agent support

October Manager Producer Services, WellCare Health Plans

2007 –

Developed a producer service team, creating process flow, implementing phone and email

October

support, hiring staff

2013

Implemented electronic resources enhancing agent support

Communicated policy and procedures to all business partners ensuring the business unit is in

compliance with company and CMS guidelines

Provided support to field marketing organizations and agents

Managed commission processes

Coached and mentored service team of 8 providing service to over 2000 agents

January Manager Client Services, Ceridian Benefits Services

1997 –

Supervised a staff of approximately 24 supporting over 50,000 clients

October

Responsible for scheduling to ensure all shifts were covered and phone queue service levels

2007

were being met

Managed priorities and daily activities to achieve operational goals

Supervisor Client Services

Provided high quality customer service for high volume call center for expanding client base

Provided feedback to management on training and process improvement opportunities.

Account Manager Large Employer

Proactively managed and developed long term profitable relationships within an assigned base

of client and broker accounts

Achieved customer retention and satisfaction through highly responsive and accurate services

Assisted Administrators and Supervisors with daily operations, special projects and escalated

issues

Education

1995 St Petersburg College

Additional Training

Six Sigma Yellow Belt Certified

Managing employee relations

Diversity training

Employee Coaching and Development

Resolving conflict

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