Eloise Giroux

***** ** ***** ****** **********, WA 98051 206-***-**** vrop5w@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

A detail oriented, highly motivated professional with proven ability in client management, meeting retention goals, consultative selling and creating customer value; Exceptional results in enhancing client and broker relationships; Adept at turning data into meaningful information to the client, which optimizes opportunities for cross-selling; Proven ability in mining opportunities into fruition; Outstanding written and verbal communication skills with excellent presentation skills and boardroom presence.

EXPERIENCE

Regence BlueShield, Seattle, WA February 2009 – December 2010

Account Executive

Responsible for strategic account management for assigned Book of Business, which includes retention, growth and cross-selling efforts for assigned territory. Supports the development of strong relationships with customers and internal business partners that lead to the achievement of customer satisfaction, profitable growth and earnings targets.

Drives and implements strategic plan for assigned large and complex customers, recognizing the customer’s unique challenges and objectives.

Responsible for relationship development, focusing on highest levels of influence in each organization.

Conducts effective, consultative, relationship-based cross-selling and monitors financial and service targets for Performance Guarantees.

Ensures proactive analysis of customer’s utilization reports and other key data points to better understand factors driving plan results; create actionable improvements that address specific needs and build stronger relationships.

Aetna Global Benefits, Seattle, WA February 2007 – February 2009

Senior Account Representative

Responsible for the overall management of sales, service and retention efforts for products and supports the development of strong relationships with customers and internal business partners that lead to the achievement of customer satisfaction, profitable growth and earnings targets.

Develops a mutually rewarding working relationship with various Client, Broker and Consultant contacts by providing excellent customer service, which results in customer satisfaction, renewal of case and retention of customer.

Develops and executes business strategy consistent with my company’s and the customer’s mutual objectives including profitable revenue, membership growth and budget management.

Aside from being primarily responsible for mid-sized cases, also supports larger more complex cases.

Collaborates with team members on complex case installation to manage the integration of client’s and my company’s internal organizations, ensuring a smooth installation.

Monitors client’s product lines and services to ensure client’s needs are met on an on-going basis. Seeks to optimize customer interaction and providers recommendations based on client’s needs.

Provides mentoring support to Account Service Representatives.

Aetna Global Benefits, Seattle, WA September 2005 – February 2007

Account Service Representative

Supports the management of sales, service and retention efforts for products and the development of strong relationships with customers and internal business partners with a focus on day to day issues.

Develops a mutually rewarding working relationship with various Client, Broker and Consultant contacts by providing excellent customer service, which results in customer satisfaction, renewal of case and retention of customer.

Executes tactical components of the account team’s business plan for each large and complex customer.

Participates in the sales process and finalist presentation.

Communicates with day-to-day staff (Benefits Administration Staff, Benefit Managers) within an organization and packages messages to effectively engage the client.

Delivers Trust Case renewals and supports renewal activities on custom block of business.

Aetna, Seattle, WA September 2002 – September 2005

Service Consultant

Reviews and adjudicates claims in accordance with claim processing guidelines. Handles customer service inquiries and problems via telephone, web or written correspondence. Act as a subject matter expert by providing training, coaching, or responding to complex issues. May handle customer service inquiries and problems. Acts as end-to-end contact for clients experiencing claim and/or customer service problems.

Responsible for managing complex claim research scenarios and serving as a technical resource to colleagues on claim resolution, triaging of claim pre-authorization issues, and similar situations requiring senior level expertise.

Works to enhance provider satisfaction while balancing interests of plan sponsor and member; keeps abreast of all network nuances (disruptions, terminations, additions, unique contract items, etc.).

Perform a wide variety of customer service related functions, including phone calls, written inquiries, out reach programs, and walk-ins. Explains customer/member specific plan of benefits along with member's responsibilities in accordance with contracted arrangements.

Single Point of Contact for a major account of the company with daily tasks including following up on urgent client issues and system problems so as to formulate workarounds for these; responding to inquiries from the client’s HR personnel; ensuring a good relationship between the client and Aetna.

Documents and tracks all member contacts, events, and outcomes via appropriate systems.

eBenX (formerly Merrill Lynch – Howard Johnson), Seattle, WA October 2001 – September 2002

Benefits Specialist

Responsible for ensuring timely delivery of accurate and detailed information for research requests solicited by clients, processing of Family Status Changes and enrolling participants in their health and Welfare benefits package as well as COBRA.

Played a vital role in expediting carrier updates upon HR’s request and ensured a good relationship with the client through providing world-class customer service.

Identifies most urgent business problems, obtains necessary information, accurately identifies root causes and generates solutions.

Initiates and maintains partnerships with others throughout the organization. Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities.

SanNob Trucking Cagayan de Oro City, Philippines November 1999 – November 2000

Account Executive

Maintained oversight of all operational functions; Planned, directed, and implemented procedures geared towards a high level of customer satisfaction in accordance with the Company’s policies.

Supervised 5-10 employees; Assessed individual and team performance on a regular basis and provide candid and timely developmental feedback

Provided accounting support by way of ensuring accounts receivable and balance deposits were processed in a timely and accurate manner

Delivered excellent customer service while coordinating and scheduling transportation and delivery of goods.

AWARDS AND RECOGNITIONS

Top Contributor of the Year

Recognized for superior service performance and demonstrated leadership for 2007 by Aetna Global Benefits Sales and Service organization

EDUCATION

Bachelor of Arts in Pre-Law – University of the Philippines – October 1999

Major in Philosophy and Business Administration, Magna Cum Laude

LICENSES AND CERTIFICATIONS

Authorized to sell Life and Disability Lines of Insurance Coverage in Washington State

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