Kristen Dugan

*** ***** **. ~ Babylon, NY *****

631-***-**** ~ ac4ihu@r.postjobfree.com

CAREER SUMMARY

Results-oriented benefits professional with hands-on and management experience in all aspects of client management and insurance. Adept at building high-performing partnerships in diverse markets, spanning all management levels and inter-departmental groups. Demonstrated attention to detail with a reputation for exceeding client expectations in fast-paced, high-pressure work environments. Ability to manage client relationships through strategic planning to generate successful outcomes and drive improvements in key service metrics.

CORE COMPETANCIES

Project planning, implementation and management

Product positioning & branding

Active Life and Health License

Customer Focus, including C-Level

Maintain an understanding of employee websites, enrollments and renewals

Strong communication, interpersonal skills

Problem Solving and Decision Making

Self-motivated

PROFESSIONAL EXPERIENCE

NFP - Plainview, NY 12/2015 to 03/2017

Senior Benefit Advocate

Primary contact for organizations, such as the NBA & WNBA, to resolve customer inquiries and issues.

Educated clients about their benefit programs.

Acted as a liaison between the client, insurance carriers and vendors.

Collaborated with different work groups and departments.

Maintained and developed strong business relationships.

Prestige Employee Administrators - Melville, NY 04/2013 to 04/2014

Account Manager

Maintained strong client relationships and highest levels of client satisfaction while delivering value and results.

Analyzed customer data to create a customized service strategy to assist clients with meeting long-term goals.

Routinely met with customers to identify issues/trends, analyze root causes, and design corrective action steps.

Met with and assisted clients and their employees with their various insurance needs.

Coordinated and led open enrollment meetings on the client’s various products.

Conducted quarterly review meetings with executive team.

United Healthcare - Islandia, NY 02/2008 to 09/2012

Manager of Account Management

Designed staff development modules aimed at increasing job-related skills.

As training manager, demonstrated ability to enhance the skill sets of both new and experienced staff.

Established and nurtured a team environment that encouraged challenging work and collaboration.

Recruited, trained and supervised 6 field account managers within the Northeast Account Management Division.

Motivated employees to achieve personal goals and consistently meet expected service level agreements.

United Healthcare - Melville, NY 11/2005 to 02/2008

Senior Account Manager

Delivered support to clients involved in new product implementations, benefit upgrades, and marketing initiatives consistently meeting customer expectations.

Identified trends and collaborated with internal service teams for resolution of issues and prevention of reoccurrence.

Managed needs of high-level revenue accounts through extensive follow-up procedures, including but not limited to telephonic and in-person client visits.

Supported and maintained a large portfolio of diverse clients.

Maintained and expanded partnerships through cross-selling and marketing services.

Health Net - New York, NY 06/2001 to 11/2005

Account Service Representative

Managed 50+ client relationships, providing best in class service, new product offerings, and marketing programs that drove incremental sales and new customers to the client.

Played pivotal role designing and presenting competitive benefit programs to prospective clients.

Reviewed Group Histories to identify issues; implemented resolutions that resulted in cost savings for clients.

Provided daily client contact, addressing client service needs.

Bank of New York - New York, NY 10/1999 to 06/2001

Treasurer

Built and maintained relationships with personnel from brokerage houses.

Reviewed client portfolios to monitor aggregate dollar amounts of investments.

Successfully increased sales.

Bank of New York - New York, NY 10/1998 to 10/1999

Manager, Securities Lending

Trained personnel on best practices of client relations and improving productivity.

Processed returns and researched and resolved problem trades.

Managed 12 Operations Personnel within the Securities Lending Division.

EDUCATION AND PROFESSIONAL LICENSES

Molloy College, Rockville Centre, NY - Bachelors of Art, Communications

Licensed with Life and Health Authorities

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