Customer Service Human Resources
Resume:
Susan M. Heinl
Cuyahoga Falls, OH 44221
******@*****.***
CLIENT SERVICE PROFESSIONAL
Motivated, results oriented, professional with extensive experience in working with a diverse client base. Excellent
problem solving skills with a strong orientation in customer service/satisfaction. Background encompasses extensive
knowledge of the insurance industry, local and national insurance carriers/plans, and medical terminology. Outstanding
listening and interpersonal skills and proven ability to foster positive relationships.
Key Skills
● Insurance Benefits Administration ● Records Organization & Management
● Market Research Analysis
● Vendor Sourcing / Negotiations
● Key Account Management/Retention
● Client Advocate/Customer Relationship Management
● Microsoft Office Proficient
● Process & Performance Improvement
Major Accomplishments
CLIENT SERVICE REPRESENTATIVE
Directed all customer service functions on behalf of clients to include benefit questions, claims adjudication,
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eligibility issues, and complaints filed with the Department of Insurance
Interacted with plan members in identifying needs based on their level of insurance knowledge
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Assessed, planned, implemented and evaluated benefit options for diverse client populations
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Reviewed and reconciled client invoices ensuring that carriers billed appropriate rates
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Developed relationships with clients in various industries ranging in size from 2 to 20,000 lives
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Played key role in increasing client retention as well as satisfaction rates
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Led quarterly and pre renewal meetings with Key Accounts identifying plan cost drivers and making
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recommendations based on utilization patterns
Identified opportunities to enhance clients’ benefit portfolio by presenting additional lines of coverage
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Spearheaded Employee Benefit Committees engaging employees in education co workers on benefits, and
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wellness initiatives provided by the employer
Trained co workers on industry trends, client demographics, market changes, preparing proposals, HIPAA,
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COBRA, FMLA, conducting meetings and documenting client interactions
HUMAN RESOURCES
Assisted Director of Human Resources of a four hundred employee company by completing assignments as
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directed
Managed employee enrollment for medical, dental, life, disability insurance, 401K, Flexible Spending
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Accounts, COBRA
Conducted open enrollment meetings educating employees of their medical, dental, life and disability benefit
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options
Collaborated with Insurance Broker, and vendors securing the most cost effective benefit options for the
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company and associates
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Susan M. Heinl
3152 Charles Street
Cuyahoga Falls, OH 44221
******@*****.***
Created and maintained confidential personnel files to include payroll information, performance evaluations,
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benefit elections
Reconciled department invoices form insurance carriers, uniform vendors, business card orders and pre
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employment screenings
Responded and researched employee concerns relating to company policies, and benefits
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Produced materials used during new hire orientation and training
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Worked closely with Payroll Specialist providing back up assistance when necessary
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Excel, multi tasking, friendly, experienced in up selling, world class customer service
ADMINISTRATION
Supervised implementations with insurance carriers to ensure timely processing of enrollment, billing, benefit
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communications, and claims adjudication
Used Microsoft Office Products, Word, Excel, Outlook, PowerPoint, to communicate information with clients,
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associates and vendors
Organized client information; Service, Premium History, Proposals, and Company Demographics in order to
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provide optimal customer service
Supervised and developed administrative assistants just starting out in the insurance industry
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Conducted market research, identified emerging market trends and proposed recommendations
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TECHNICAL SKILLS
Proficient in Microsoft Products, Excel, Word, Outlook, PowerPoint, Publisher
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Knowledge of various database programs, ACT!, SalesLogix, FormFire, Zywave, GBS, ADP Payroll Systems
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EMPLOYMENT HISTORY
08/2008 09/2010 Health Design Plus Hudson, OH
Account Manager
11/2007 6/2008 The K & D Group, Inc. Willoughby, OH
Human Resource Generalist
02/1997 – 11/2007 Insurance Agent Cleveland, OH
Account Manager
• Indemnity Group, (a.k.a. Barrett Benefits Group, Morgan Benefits)
• Chapman and Chapman
• Oswald Companies
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Susan M. Heinl
3152 Charles Street
Cuyahoga Falls, OH 44221
******@*****.***
Master Benefits Group
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EDUCATION
1989 University of Akron Akron, OH
Bachelor of Arts Degree: Education
CERTIFICATIONS / CONTINUING EDUCATION
Health and Life License, State of Ohio, May 1997 – Present
Project Management Training, June, 2009
Mastering the Essentials of Human Resources, June, 2008
ADP Payroll Processing Training, May, 2008
CEBS, Courses 3 & 4 Retirement Planning, Self Study
COMMUNITY INVOLVEMENT
Society of Human Resource Management
IRN, International Referral Network
Toastmasters of Hudson, and Cleveland
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