Customer Service Manager

Tammi Diamond

***** ******** *** **** # **** ( St. Petersburg, Florida 33716 ( 727-374-

1651( **********@*****.***

Professional Summary

A seasoned Employee Benefits Manager with of diversified experience across

an array of employee benefits. Effectively manage people in driving

projects across all functional areas of the business with demonstrated

experience in:

Administration of Self Funded Plans Benefit Administration for Multiple

ERISA, HIPAA and FMLA Administration locations

Policy Development and

Implementation

Coordinated Yearly Open Enrollment Implementation of New Benefit

Vendor Relationships offerings

Creation of Benefit Communications

Professional Experience

Senior Benefits Account Manager Clearwater, Florida

Covenant Administrators - Third Party Administrator May 2009 -

February 2010

Medical and Dental Plan Administration

Established, cultivated and managed relationships with clients and brokers.

Managed stewardship, and was accountable for the renewal strategy and

goals across all departments and customer plan design changes and cost

management recommendations. Met quarterly with clients and brokers to go

over plan financials and design.

. Resolved claims and vendor issues for clients and brokers.

. Introduced new benefit programs such as Medical Advocate Program and

TelaDoc to clients.

. Created plan documents and amendments.

. Implementation of all benefits for new and existing clients.

. Tracked specific and aggregate claim status to guarantee

reimbursements were filed timely.

Benefits Manager Largo, Florida

Valpak- Distributor of Direct Mail and Coupon marketing August 2006 -

April 2009

Managed all company benefits including health and welfare plans for

employees in multible states. Administered leave of absence programs, FMLA

and Short and Long Term disability. Wrote policies and procedures for all

benefit offerings. Managed relationships with insurance vendors and

consultants. Reviewed benefits based on annual claims analysis, national

trends and employee survey results. Conducted weekly new employee

orientation and annual open enrollment.

. Responsible for plan design changes and cost management

recommendations.

. Designed benefit communication pieces for employee benefit education

throughout the year and open enrollment.

. Implementation and development of all new benefit offerings.

. Continuously updated knowledge relevant to ERISA, Family Medical Leave

Act, COBRA and all other Federal and State Laws.

. Employee wellness offerings which included health screenings, monthly

communications and speakers.

. Organized benefit and wellness informational presentations to all

employees and senior management.

. Handled escalated benefit issues and problems with providers and

insurance vendors

. Administered 401(K), pension and retiree medical plans in coordination

with Cox Enterprises.

. Conducted dependent audit of Medical and Dental plans which resulted

in over a 15% overall premium savings.

. Supervised Benefit Administrator and HR Assistant.

. Audited and paid monthly invoices for all benefit plans.

. Trained all Supervisors and Managers on FMLA and leave of absence

administration.

. Met quarterly with Vendor and Broker to review benefit plan

financials.

Senior Benefits Specialist Atlanta, Georgia

Manhattan Associates - Supply Chain Software Developer January 2001- July

2006

Administered self funded health and welfare plans including medical, dental

and flexible spending for over 1,500 employees at multiple locations.

Managed vendor and consultant relationships to maintain benefit plans and

resolve issues. Developed programs that support the company's strategic

goals in a cost-effective manner. Designed benefits communication pieces

for open enrollment and education throughout the plan year. Implemented

new wellness program which included flu shots and monthly speakers.

. Integrated benefits for new company acquisitions.

. Initiated changes to pharmacy plans which resulted in 15% yearly cost

reductions.

. Introduced Consumer Driven Health Plan.

. Administered FMLA, worker's compensation and short and long term

disability, AD&D and group life insurance.

. Implemented supplemental disability, critical Illness and term life

plans.

. Administered global benefit plan for expatriate employees.

Benefits Representative Atlanta, Georgia

Grizzard - A Direct Mail Advertising Company August 1999 - January 2001

Administered employee benefit programs to such as group medical, dental,

disability, for over 1500 employees at multiple locations. Worked closely

with Third Party Administrators to oversee self-insured products.

Maintained employee benefits data in HRIS system.

. Conducted yearly open enrollment and new hire orientations.

. Managed 401(K) plan which included loans and distributions.

Benefits Call Center Supervisor / Account Service Manager Jacksonville,

Florida

Mission:Health - An Integrated Delivery Organization August 1997 - July

1999

A Division of Baptist/St.Vincent Health System

Established new call center for Integrated Health Care Delivery

Organization and was responsible for all day to day operations. Managed

health care benefits for the entire Baptist/St.Vincent's Health System.

Acted as consultant between Mission:Health and the insurance carriers care

companies that utilized the physician network.

. Designed and implemented new phone queue system.

. Hired and trained staff on new customer service manuals.

. Supervised and trained staff of 40.

. Recruited and interviewed new employees.

Medicare Advantage Customer Service and Claims Supervisor Trumbull,

Connecticut

Oxford Health Plans -Health Insurance Company October 1993 - June 1997

Supervised customer service and claims processing staff of 20 for Medicare

Advantage plan. Conducted training classes for customer service and claims

for new and existing employees. Trained new sales representatives on

Medicare plan design.

. Designed new Medicare communication material for enrollees.

. Served as claims liaison to satellite Medicare offices.

. Trained new employees on claims and customer service.

Education

Southern Connecticut State University New Haven, Connecticut

Bachelor of Science in Corporate Communications

Technical Skills

SAP, Ultimate Software HRIS system, Microsoft Office Suite. Working

towards CEBS certification.

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