Customer Service Management

Robin E. Dayman

** ******** ******, **********, ** 05408 802-***-**** **********@*****.***

Summary

An accomplished and results-driven sales, service and account management professional providing years of leadership, experience, and management as an integral part of creative and fast-paced sales & management teams. Strategic thinker and proactive problem solver with expertise in objective and consultative selling and account management.

Skill Highlights

•Strategic Sales & Account Development

•Project Management

•Exceptional Customer Service Skills

•Affordable Care Act (ACA) Certification

•Through knowledge of Employee Benefits, Welfare and Retirement Plans

•Relationship Building Expertise

•Strong Interpersonal Skills

•Strong Communicator

•National SHRM member

Experience

ACCOUNT EXECUTIVE & ACCOUNT MANAGER COBALT BENEFITS GROUP (CBA Blue, Blue Benefits of MA, EBPA) 2006 – 2015

•Responsible for Account Management in excess of 40 Client Groups including medical, dental, FSA/HRA/HSA plans

•Market self-funded product services, and administration of benefits directly and through Brokers

•Team lead on developing client record keeping system and multi-State surcharge and fee reporting

•Internal Lead in developing, design, sourcing and implementation of ID Card system

•Developed direct relationships with client Senior Management and Human Capital teams, providing first-line support and administration including plan performance reporting

•Provide direct Member assistance and interface on escalated matters including claims & PHI

•Managed event logistics for trade shows, employer events and presentations

•Prospect for new business resources including RFP responses

•Managed group renewal process, performance analysis, and reporting to groups and executives

•Developed innovative product solutions grounded in clear understanding of customer needs and objectives

GROUP BENEFITS BROKER SELF EMPLOYED 2002 – 2006

•Group Benefit products and services including medical, dental and ancillary services to small & large group marketplace

•Managed in excess of 100 groups

•Provide ongoing Customer Service and Benefits administration for groups and members, as well as Vendors. Maintain and deliver reporting and performance results.

•Maintain direct contact and strong relationships with client groups utilizing consultive, value focused C-S approach

DIRECTOR OF SALES NORTH AMERICAN HEALTH PLANS d/b/a North American Preferred 1995 – 2002

•Assisted in design, licensing, logistics and roll-out of small group health insurance product in Vermont

•Engaged with Brokers and businesses statewide to secure new business resulting in over 62,000 insured members and dependents on six plan offerings

•Developed Plan design, marketing and enrollment materials to employers and members, including performance data sets, and assistance in provider network development

•Maintained office operations and management in State, for the company

•Heavily involved in marketing, operations, and promotional activities throughout the State

•Worked closely with various Associations providing specific plan design programs for their membership

Other Work Experiences

•L. L. Bean – retail stores

•MetLife – 5 years

•Pickwick & Perkins, Ltd. – retail mgt. / operations / Buyer – 6 years

•Carroll Reed Ski Shops – retail management in 3 locations

•Lowe’s – retail Tools & Hardware Specialist – 5 years

Memberships, Associations & Licenses / Certificates

•Chamber of Commerce

•Life Underwriter Training Council Fellow – NALU

•National Association of Life Underwriters

•Society of Human Resource Management – SHRM

•National Association of Health Underwriters

•National Retail Association

•Various licenses in Life, Health, Securities

•Certification in ACA and PPACA regulation – NAHU

•Previous member of USA Hockey Officials, NIHOA Officials Assoc. (Ice Hockey & Lacrosse)

Education

•Lyndon State College Bachelor of Science Education / Phys. Ed / Administration

•Activities included Varsity Lacrosse, Club Hockey, Athletic Training, Sports Information Office, Student Activities Committee (Pres), College radio

References available upon request

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