Susan M. Heinl

**** ******* ******

Cuyahoga Falls, OH 44221

330-***-****

abh1zy@r.postjobfree.com

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,

•

eligibility issues, and complaints filed with the Department of Insurance

Interacted with plan members in identifying needs based on their level of insurance knowledge

•

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

•

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

Page 1

Susan M. Heinl

3152 Charles Street

Cuyahoga Falls, OH 44221

330-***-****

abh1zy@r.postjobfree.com

Created and maintained confidential personnel files to include payroll information, performance evaluations,

•

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

•

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

Page 2

Susan M. Heinl

3152 Charles Street

Cuyahoga Falls, OH 44221

330-***-****

abh1zy@r.postjobfree.com

Master Benefits Group

•

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

Page 3

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