Customer Service Manager

Bethany J. Clester

*** *. ****** ** **** E-Mail: ************@*****.***

Huachuca City, AZ 85616 Cell: 757-***-****

PROFESSIONAL EXPERIENCE

Heartland Insurance Group (Independent Agency). 04-2013 to Current. Sierra Vista, AZ

Customer Service Representative, Personal Lines Insurance Agent in training.

*Write new business applications, process policy changes, endorsements, and cancellations for various personal lines

insurance companies (i.e. Progressive, MetLife, Secura, American Modern, GMAC, Safeco, etc.).

*Quote various insurance companies to ensure the best price and fit for customer needs.

*Answer phones, process payments and prepare nightly deposit using QuickBooks.

*Research and resolve customer billing issues.

Fireman’s Fund Insurance Company (FFIC). 08-2011 to 12-2012. O’Fallon, MO

Senior Account Representative, Personal Insurance Customer Service

*Processed policy-level endorsement changes, cancellations and rewrites for highly affluent clientele.

*Partnered with FFIC underwriters to manage policy risks.

*Prepared state-specific motor vehicle activity reports for policy rating.

*Ensured billing account information was up-to-date and policy payments were processed correctly.

*Analyzed policies and endorsements to confirm accuracy of policy set-up and legislative requirements.

*Responded to agent inquiries & resolved policy problems.

Episcopal Diocese of Southern Virginia. 03-2010 to 08-2011. Norfolk, VA

Administrative Assistant

*Benefits Administrator for 115 Parishes (300+ participants).

*Performed IT functions, business machine maintenance, supply inventory and budget analysis. Coordinated with

relevant service companies for ongoing service and maintenance of office equipment.

*ACS (Automated Church Software) Database information/records maintenance for new hires and changes.

*Maintained clergy, lay and church records; processed certificates for lay delegates and alternates; handled registration,

planning and other necessary functions for Annual Council, Bishop’s Days and other special events.

*Administrative Assistant, Receptionist and Supervisor to Maintenance Manager.

*Conference Center Manager – Scheduled rental events, maintained contracts and accounts receivables.

*Secretary/Treasurer for the Ridley Foundation Scholarship Program.

Citibank. 06-2009 to 03-2010. O’Fallon, MO

Account Investigator

*Financial investigations, general ledger journal entry and reconciliation.

*Fraud decision and resolution.

*Processed emergency cash for International Banking.

*Trained new Account Investigators.

Metropolitan Life Insurance Company. 08-2003 to 02-2009. St. Louis, MO

Implementation Analyst/Project Leader

*Managed the implementation of Group Variable Universal Life plans.

*As acting interim Client Executive, managed full block of business, and improved service levels on at risk accounts by

analyzing and resolving ongoing service issues thereby retaining several high profile clients.

*Implementation project lead for clients and all internal department partners.

*Analyzed client needs, set expectations, reviewed and developed implementation and communications strategy.

*Established and managed detailed new case implementation project plans and timelines to ensure all best practices,

deliverables and revenue goals were met.

*Analyzed group contracts and summary plan documents to confirm accuracy of benefit set up, plan provisions and state to

state legislative requirements.

*Conducted training for client administrative staff in use of online enrollment and service sites.

*Coordinated plan design changes, expansions, spin offs and strategic planning to increase revenue for existing clients.

Bethany J. Clester, Resume, Page 2

CIGNA HealthCare. 12-2000 to 03-2003. St. Louis, MO

Client Strategy/Service Specialist

*Proactive, strategic account planning and development to identify and develop account growth opportunities, and to promote

educational strategies for enhanced benefit utilization.

*Successfully managed a multiple-benefits pilot program for a national client.

*Researched and resolved complex account questions and issues including pharmacy, eligibility, claims, billing, etc.

*Liaison for clients and internal partners in plan administration.

*Analyzed group contracts to ensure accuracy of benefit set up and legislative requirements.

*Managed new and renewal business set-up and plan changes.

*Client demographic analysis for targeted education, benefit utilization, cross sell and growth opportunities.

*Conducted enrollment presentations, Q &A sessions and Benefit/Wellness Fairs for client companies.

*Trained and educated client HR staff in benefit administration and communication.

American Medical Security. 01-1998 to 12-2000. St. Louis, MO

District Sales Manager

*Achieved National top 10 District Sales Manager Qualification.

*Sales and Account Management for selected territory.

*Conducted enrollment meetings and ongoing service for group and individual clients.

*Managed sales territory by utilizing strong relationship skills to market products through agents and brokers.

*Managed the entire sales and implementation process for new business.

*Presented and promoted benefits proposals in person to agents/brokers, employer groups and employees.

*Cultivated client relationships and resolved escalated service related issues.

*Focused sales activities to meet business development and retention goals.

LICENSES/EDUCATION

Missouri State Life, Accident and Health Agent License, June 1997

Series 6 License, October 2004; Series 63 License, November 2006

Norfolk Technical Vocational Center, Norfolk, VA - Legal Office Procedures, Certificate of Completion with Honors, 1985

COMPUTER SKILLS

Microsoft Excel, Word, PowerPoint, and Outlook

ACS (Automated Church Software) Database, MLPS (Church Medical Trust) Benefit System

Legacy System

Filenet

Lotus Notes

QuickBooks

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