Customer Service Human Resources

DANIELLE OUTLAW-CLARKE

**** ****** ****, *******, ** 27520 919-***-**** h 919-***-**** c

Email: ******@*******.***

OBJECTIVE

To obtain a position that is unique in its ability to provide unlimited

career and personal development and has the potential to open doors

throughout the organization for future career growth.

PROFESSIONAL EXPERIENCE

ARCADIS U.S., INC., Raleigh, NC

Account Development Specialist February 2007 - Present

. Lead all activities involved in the development of and response to

request for proposals, qualification packages, questionnaires, SF

254/255, SF 300 and presentations for assigned accounts

. Prepare due diligence reports on clients; analyze client's 10-Q and 10-K

reports and market standing

. Lead the communication process among the team by analyzing initial

request, contacting proposal team members, disseminating information,

arranging for and attending kickoff calls and other meetings

. Compile/write, edit, format, and proof text and graphics, ensuring that

the assigned sections comply with RFP requirements

. Update and maintain team web sites

. Coordinates production and printing of final proposal, incorporating all

requested necessary documentation to meet client's deadlines

. Preparation of client dossiers for team and strategy review

. Accurately maintains various marketing databases and literature to ensure

consistency of data and delivery of high quality proposals and client

materials

NC STATE HEALTH PLAN (Contract), Raleigh, NC

Marketing Implementation Consultant March 2006 - July 2006

. Supported the NC State Health Plan with developing, marketing, and

communication strategies for their new PPO product

. Partnered with BCBSNC's project managers on the structure of the plan's

benefit booklet, ID card and packaging

. Partnered with BCBSNC's Operations units to ensure simple, cost effective

product administration

. Represented plan as a subject matter expert

. Handled issues that arose during the implementation process and set

appropriate customer expectations

. Coordinated with wellness team to provide shared initiatives to state

employees

. Provided guidance to internal associates on areas that could be affected

. Ensured deadlines were met and projects were progressing accordingly

. Served as point of contact for Human Resources Personnel in order to

provide training and support

HIP HEALTH PLANS OF NY, New York, NY February 1995 - January 2006

General Agent Coordinator

. Strategically designed health and ancillary benefits for clients in order

to make HIP more competitive in the market place

. Developed and maintained working relationships with Brokers and General

Agents in an assigned territory

. Worked with Underwriting to analyze claims in order to negotiate the best

rates possible

. Obtained new accounts through General Agent and Broker relationships

. Interpreted policy benefits to clients, new groups and team members

. Met and exceeded monthly business plan measures towards annual goal

. Reviewed and responded to RFP's in a timely manner

. Analyzed market trend in order to provide the best plans for agencies

. Managed New Business Enrollment Activities from pre-sale through

implementation

. Actively solicited opportunities to provide information about HIP to

opinion leaders and groups

. Stayed current of laws and regulations governing HIPAA, COBRA, and ERISA.

. Exercised decision-making abilities regarding discretion in coordinating

activities and marketing strategies with Brokers and General Agents

. Planned and conducted meetings for interested members of the community

. Coordinated with other internal departmental staff to exchange

information and assist them in directing their energies most effectively

toward the targeted areas

Implementation Account Liaison

. Built and maintained relationships with Brokers/General Agents and HIPs

internal entities in order to drive growth in group sales

. Resolved service related issues involving billing, claims, pharmacy

services and authorization of services

. Educated brokers and clients on administrative processes

. Assisted in processing New Business Group Applications to be submitted

to Underwriting

. Followed-up on any missing or incomplete documents from Brokers and

Business Administrators when new groups are submitted

. Assisted the Marketing Representatives in preparing quotes for

prospective groups

. Followed-up with Underwriting to ensure all proper information is

received to effectively process a rate

. Maintained daily new business spreadsheet and prepare risk letters for

Brokers/General Agents when the group policies are set up

. Assisted in field enrollments and outdoor promotional events

. Initiated new strategies in an effort to maintain team/department

efficiency

. Ensure new accounts receive Group Contract and appropriate benefit

information

. Followed-up on group changes and issue amendments to their contracts

. Arranged for accounts to receive information including Marketing

literature, administrative forms or other information as requested

Accounting Clerk

. Handled all premium payments & prepared deposit for daily cash receipts

. Assisted with supervision of office and staff

. Prepared cash input tickets for keypunch

. Separated and batched bank deposit box or lockbox for keypunch

. Balanced inputted data to lockbox amounts

. Reconciled payments that were deposited in error

. Compared scannable Commercial and Direct-Pay totals in QCARE to bank's

deposit run

. Analyzed month entries in QCARE to month-to-date reports

Data Entry Clerk (Temp)

. Keypunched and posted a high volume of premium payments into QCARE system

. Balanced inputted date to lockbox batch tickets

. Logged Direct-Pay members' payment onto transmittals for research

LLYODS PLANNING SERVICES, New York, NY July 1994 - February 1995

Customer Service Representative/Office Assistant

. Assisted clients with changes and problems regarding their insurance

policies

. Handled and followed-up all insurance claims

. Quoted homeowner, automobile and commercial policies

. Word Processing

. Prepared insurance binders and finance agreements

. Utilized and maintained heavy phone lines

. Marketed prospective clients

. Performed clerical duties as assigned

COMPUTER EXPERIENCE

MS Word, MS Excel, Access, PowerPoint, MS Project, Adobe Professional,

BenefitPort, Vision CRM, Zoho CRM, Deltek, LoyaltyPro, PeopleSoft, Lotus

Notes,

EDUCATION

. University of Phoenix Online August 2007 - Present

. Pursuing Degree: BS Management / HR Management

. Borough Manhattan Community College

Degree: AAS in Computer Programming

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