Manager Customer Service
Resume:
Michele M. Durso
Williamstown, NJ 08094
Phone: 609-***-****
E-Mail: **********@*****.***
Summary of Qualifications
Michele brings to the table 13 years experience with design, administration, negotiation and implementation in all
facets and functionalities of employee benefits. Dedication and knowledge of the industry allows for the servicing
of clients with nothing less than a “best-in-class” approach, and thus, understanding that each client’s needs are
unique and diverse and should be handled as such.
Experience
2 00 8 - 2 008 S enior Account Executive
A dvanced Benefit Advisors, Inc. C herry Hill, NJ
Act as liaison between assigned clients, insurance carriers, and other third party vendors
Develop and maintain strategic alliances with client base
Identify & execute marketing opportunities with benefit consultants, including all lines of coverage
Successful and complete management of existing groups and identification of new business opportunities
Complete management of clients and prospective clients including servicing of claims and benefits related
issues through interface with employers, employees and carriers
Development of individual client communication materials, benefit summaries
Aggressive marketing of RFP’s as well as management of renewal process for existing and prospective clients
Extensive detailed comparison of plans including financials and benefits
Coordination and attendance for client renewal, quarterly and open enrollment meetings
Analyze/review and maintain benefit booklets/contracts and plan documentation {SPD’s} for accuracy
Enter all customer service tickets into CRM
2 003 - 2 008 P roject Administrator/Senior Account Manager
1 995 - 2 003 S enior Account Manager/ Senior Client Services Manager
C orporate Synergies Group, Inc. M ount Laurel, NJ
C orporate Dynamics / S ummit Insurance A d visors /F leet I nsurance S ervices
Successful and complete management of existing groups and identification of new business opportunities
Act as liaison between assigned clients, insurance carriers, and other third party vendors
Develop and maintain strategic alliances with client base
Identify & execute marketing opportunities with benefit consultants, including all lines of coverage
Complete management of clients and prospective clients including servicing of claims and benefits related
issues through interface with employers, employees and carriers
Development of individual client communication materials, benefit summaries
Development of detailed proposals for numerous lines of coverage
Aggressive marketing of RFP’s as well as management of renewal process for existing and prospective clients
Extensive detailed comparison of plans including financials and benefits
Coordination and attendance for client renewal, quarterly and open enrollment meetings
Review and maintain contract documentation {SPD’s}
Automation of sales processes and procedures which includes the creation, management and ongoing
maintenance of systems to develop sales-ready proposals and content
1 991 - 1 995 E xecutive Secretary to Administrator
M attioni, Mattioni & Mattioni, Ltd. P hiladelphia, PA
Various administrative and executive functions
Management and maintenance of client case files
Management and maintenance of off-site storage of client files
Management of report generation from various internal billing systems for clients
1 986 - 1 991 S enior Medical Assistant/Hospital Admissions Administrator/
E xecutive a nd Personal Secretary
M edical Pavilion/Dennis B. Zaslo w & Robert Catana Philadelphia, PA
Various Medical Assistant duties
Perform EKG’s, assist with dressing changes and casting of patients
Direct coordination and contact with Hospital personnel regarding patients
Review patient charts and medical histories and schedule hospital admissions and surgical procedures
Coordinate patient follow-ups examinations both in office and in hospital
Various administrative and executive and personal secretarial functions
Education
2 000 Life a nd H ealth Insurance License { NJ/PA/OH}
1 988 Cascia Career Center
Business High School Diploma, concentration in Business and Accounting practices
Skills
Proficient in all aspects of Microsoft Office applications
Knowledge with various carrier quoting systems and various sales programs, processes and procedures
Michele M. Durso
Knowledge of Proposal Automation Suite, RFP Machine and inciteKnowledge programs
Excellent communication, organizational, interpersonal skills and attention to detail and dedication in
providing clients with “best-in-class” service
Works well both in a team environment and independently
Dedicated to professionalism, highly motivated toward goal achievement and thrives in a dynamically and
challenging environment
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Memberships and Affiliations
Treasurer and President, Board of Directors, Fox Hollow West Homeowners Association, various positions
held over past 11 years
Board of Directors, Player Agent, Fall Ball Director; Manager/Coach - Baseball and Challenger League,
Monroe Township Little League
Coaching with various sporting organizations, Monroe Township, NJ
Personal Statement
Words to live by: “Happiness lies in the joy of achievement and the thrill of creative effort.” Franklin D. Roosevelt
References
Craig McDonald ~ 609-***-****
Cheryl Smith ~ 856-***-****
Keith McCartin ~ 215-***-****
Professional Recommendations
h ttp://www.linkedin.com/pub/9/165/791
Michele M. Durso
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