JENNIFER BRINLEE

***** ******* ****, ***. ****, San Antonio, TX 78230 210-***-**** abnwkd@r.postjobfree.com

Summary

I am continually sought after and selected for high profile client assignments due to my proven record

of delivering excellence. I thrive and produce under pressure and diverse conditions. I pride myself as

a strong individual contributor and team player. I have the ability to communicate a vision, focus

organizational goals, facilitate change, recognize and motivate myself and others to achieve their

best.

Skills

Proven ability to analyze, plan, implement, troubleshoot, and successfully manage client accounts

Respond with flexibility to the dynamic, fast paced and ever changing health insurance environment

Dedicated to superior customer satisfaction

Excellent communication, presentation and interpersonal skills

Experience

UnitedHealthcare – San Antonio, TX 1997 - 2009

Service Account Manager, Major and Public Sector – San Antonio, TX

Managed the continued profitability, growth and retention of clients with 1,000 or more employees. Served as

a trusted business partner and provided customer-specific consultative solutions to help improve experience

with UnitedHealthcare.

Excellent customer satisfaction and retention ratings. Received score of 10 out of 10 on Customer

Satisfaction Surveys and 100% Persistency rating

Profitably managed client base worth USD$7 million

Successfully led client issue resolution. Noted for ability to achieve first-contact issue resolution.

Collaborated with dedicated functional experts to resolve issues quickly and effectively

Actively managed the renewal activity, presented benefit recommendations to promote wellness and

ease of benefit administration for both carrier and client

Dedicated Service Consultant – Public Sector, City of Austin – Austin, TX

Managed the customer experience with UnitedHealthcare by serving as the client’s dedicated advocate and

resolving all service issues.

Facilitated weekly calls to discuss open service issues and provide status updates

Scheduled and presented benefits at client’s 90 open enrollment meetings

Client Services Analyst – Key Accounts – Dallas, TX

Successfully managed customer implementation projects, operations, and service issues for fully-insured and

self-funded accounts.

Consistently achieved a quality score of 100% on all implementations of intricate self-funded

insurance benefits

Key resource sought after by other Client Service Analysts and Strategic Account Executives for

complex problem resolution assistance

Senior Eligibility Analyst – Key Accounts/National Accounts – Dallas, TX

Responsible for building CES enrollment system in order to load enrollment forms for assigned client group.

Built customized enrollment systems and loaded enrollment forms.

Direct contact for Employers to assist with employee questions regarding eligibility

Developed training manual for report generating system and provided training and support to co-

workers

Positive Communications, Inc. – Pleasanton, CA & Dallas, TX 1994 - 1997

Team Lead

Coached and developed staff of 15 customer service representatives in a call center environment to improve

both their customer service skills and increase their sale of additional paging service products. Managed call

queue.

Provided management oversight for customer service representatives by leading call monitoring and

mentored employees to achieve high customer satisfaction

Trained customer service representatives on sales techniques to provide added value

Fostered team morale through team and individual recognition programs

AT&T – Pleasanton, CA 1991 - 1994

Customer Service Representative

Customer Service Representative in Residential Long Distance call center.

Researched and resolved questions about long distance bill charges

Analyzed charges and suggested calling plans that would add value and promote brand

License

General Lines: Life and Health, Texas Department of Insurance 2005

Special Skills

Microsoft Office, Microsoft Outlook, ACIS, CES, TSO, Medco ES-D, Phbit, Etrack, TOPS, Intelligent

Desktop, CCS View, ATLAS, Employer Eservices

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