Manager Customer Service
Resume:
Karin Ross
Phoenix, AZ *****
********@*****.***
Account Manager, ING Employee Benefits, Phoenix, AZ August 2006 to Present
Senior Account Manager, The Hartford, Phoenix AZ June 2005 to July 2006
Client Management.
Active Participation at pre-sale meetings and finalist presentations.
Coordination and implementation of sold cases and additional lines of coverage to existing
accounts.
Ensured timely and effective meetings with clients/brokers to obtain all necessary information and
requirements for complete and accurate sold case submission and account management.
Exceptional customer service and issue resolution with both internal and external customers
including brokers and consultants.
Consultative account management resulting in development and implementation of contract
features and benefits to meet client's ongoing needs.
Frequent interaction and negotiation with underwriting, contracts, compliance, claims, and other
internal departments.
Coordination of enrollment activity and development of communication materials.
Continual support of business growth objectives via identifying and pursuing opportunities for new
and/or increased lines of coverage in conjunction with sales representatives.
Effective renewal coordination, evaluation, presentation and negotiation.
Liberty Mutual, Phoenix, AZ 2001 to 2005
Manager II
Management and leadership of clinical and claim staff.
Staff recruitment, selection, and performance management.
Technical and leadership development.
Participation in prospect and renewal presentations, projects and product development.
Extensive involvement in statutory disability for California customers.
Coordination and leading of customer / client meetings to understand their operations, define their
needs, and help them achieve their objectives.
Interaction with internal and external customers for operations, claim management, contract
clarification, and problem resolution.
Interaction with Underwriting, Sales, Product Development and Actuarial to improve ability to
provide value-added risk coverage to customers while protecting company from undue risk.
Project Management, MetLife, Mt. Prospect, IL 1999-2001
Unit Manager
Analysis of data content and integrity, claim incidence, financial ramifications and recovery
patterns.
Decision review, tracking, and analysis.
Management of new business installation, review of plans and identification of key issues.
Coordination and leading of customer / client meetings for installation, service and retention.
Synchrony Integrated Disability, MetLife, Mt. Prospect, I 1998-1999
Unit Manager
Management of regional service area for integrated WC/STD/LTD/FMLA services to customers.
Established new services to customers in this initial product offering in 1998.
Cross-trained in workers' compensation issues and practices along with FMLA.
Karin A. Ross (page 2)
MetLife, Mt. Prospect, IL 1997-1998
Unit Manager
Manage and direct clinical and claim staff in administration of STD and LTD claims.
Resource in determining benefit eligibility and interpreting complex contract language and
medical information.
Extensive contact and interaction with clients for operations, claim management, contract
clarification, and problem resolution.
Prudential Insurance Company, Parsippany, NJ
Disability Consultant
Supervisory support and claim handling direction to claim staff in both STD and LTD.
Triaging incoming STD and LTD claims to assure efficient handling and appropriate approval
and/or claim termination.
Review of high liability claims. 1996-1997
Prudential Insurance Company, Parsippany, NJ 1995-1996
Disability Claims Case Manager
Efficiently and accurately direct disability claims toward the appropriate outcome while providing
superior customer service and early intervention in the disability claim process..
Anixter Center, Chicago, IL 1993-1995
Manager / Research Trainer
Rehabilitation Aide Training Program.
Program chosen "Best of the Best" in 1994 by the Illinois Association of Rehabilitation Facilities
(IARF).
Managed/Instructed in grant funded vocational classroom training program training low-income
adults to work in entry-level jobs in rehabilitation services.
Anixter Center, Chicago, IL 1990-1993
Case Manager
Ensured clients in a sheltered workshop received well-coordinated rehabilitation services, optimal
training opportunities, and preparation for higher level programming or competitive employment.
Wrote and implemented individual rehabilitation plans.
LICENSE
Life and Health Producer License 2005 to present
EDUCATION
University of Wisconsin MA Rehabilitation Psychology, May 1990
University of Iowa BA Sociology, May 1988
CERTIFICATION
CRC-Certified Rehabilitation Counselor
HONORS
Chi Sigma Iota-International Counseling and Academic Honor Society
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