Customer Service Sales

Carrie R. Abraham

**** ****** ** •Omro, WI *****•920-***-****•**************@*****.***

Qualifications Summary: Highly qualified and professional individual with over 20 years of experience providing account

management, sales support and benefits administration. Superior customer service and communication skills, with an emphasis on

problem solving and attention to detail. Experienced in multi-state, multi-plan benefit design and strategies.

Select Highlights:

Played a key role in creating and implementing Benefits Department procedures, including design of all

internal forms, documents, flow charts and reference materials

Instrumental in streamlining renewal process for several large clients by creating user-friendly benefit outlines, charts and

claims projection tools resulting in client retention and increased HSA adoption rates

Successful in reversing claim decisions for several clients after conducting detailed review, gathering and analyzing all

information and successfully creating letters outlining all pertinent information and resulting in a reversal

Promoted teamwork and wellness as Team Captain for the YMCA Corporate Challenge for two employers for a total of five

consecutive years

Constructed Client Newsletters to update on progress of new version software release and upcoming training classes

Prepared well-researched and accurate documents for client presentations

Proficient User of Microsoft Office (Outlook, Word, Excel, Power Point)

PROFESSIONAL EXPERIENCE

Servant Insurance (Oshkosh, WI) 2005-Present

Benefits Account Manager

Provide support for Account Executives for Medical, Dental, Short Term Disability, Long Term Disability, Vision, HSA and HRA plans.

Provide superior customer service, manage multiple tasks, and assist in Individual, Life and Medicare sales.

Assisted in implementing and presenting creative benefit designs resulting in saving employer clients and

their employees thousands of dollars

Transformed complex benefit summaries into a user-friendly picture and graph format to assist employees in

understanding the functions of high deductible health plans which resulted in HSA adoption rates which were higher than

the national average

Streamlined employee application process resulting in time-saving, employee satisfaction, and ultimately,

client retention

Managed and maintained several clients’ eligibility records as an extension of their Human Resources

department resulting in strong client relationships and long-term clients

Created and Implemented procedures and documents for Benefits Department resulting in a streamlined and highly

functioning department

Successfully orchestrated benefit enrollment meetings for employers with several hundred employees in

multi state locations offering several insurance plan options

Developed and solidified client relationships by consistently exceeding expectations

Dynamis Software Corporation (West Allis, WI) 2012-2013

Client Services Specialist

Managed training session scheduling for two trainers and conducted new client orientation, training courses and provided

client support; invoiced and collected ACH payments; managed employee benefit programs

Created and implemented onboarding process for new clients resulting in client engagement and successful

prospecting and closed sales.

Scheduled and coordinated all training sessions for Client Services department and conducted several training

courses

Coordinated and administered all aspects of employee benefits package

Resume Continues

Carrie R. Abraham

Page 2 •920-***-****•**************@*****.***

Insurance Services, Inc. (Willis) Appleton, WI 2001-2005

Account Assistant

Provided administrative and sales support to three Benefits Account Executives.

Exceeded expectations of clients by providing superior customer service in handling of claim disputes resulting

in thank you emails to superiors and recognition by management team

Boosted company morale by initiating company’s participation in the YMCA Corporate Challenge and consistently

achieving 80% overall participation

Anchor Foods, (Appleton, WI) 2000-2001

Trade Promotions Specialist

Maintained large caseload in foodservice industry. Secured back-up information to clear deductions by keeping in

close contact with brokers. Issued credit memos and checks, resolved pricing issues; provided exceptional

customer service.

Don F Jabas Associates (Associated Financial Group -Appleton, WI) 1997-2000

Account Manager

Provided administrative and sales support to four Benefits Account Executives responsible for more than 50% of the agency’s revenue

Assisted in restructure of benefits department resulting in a more streamlined and successful unit.

Participated and contributed on the Wellness Committee, including meetings and events which resulted in employee

engagement in healthy behaviors

Promoted wellness as Team Captain for YMCA Corporate Challenge

American Medical Security (Green Bay, WI) 1989-1997

Claims Analyst, 1989-1993

Adjudicated claims in various states for a caseload in excess of 100,000 lives and provided superior customer service to claimants

Consistently recognized as one of the top performers in both quantity and quality.

Increasing caseload assigned each year due to the quality standards resulting in promotions within

the team as well as recognition by claims department

Quality Consultant, 1993-1997

Reviewed, researched and responded to appeals and Commissioner Inquiries in various states.

Recognized for superior letter writing and recommended promotion to senior Quality Consultant

Prepared and presented several cases to appeals committee

CREDENTIALS

Northeast Wisconsin Technical College: 1985-1986 Technical Diploma – General business course study

Professional Development: Life & Health Insurance Marketing, Legal Aspects of Life and Health Insurance, Advanced Medical

Terminology, HIPAA and COBRA Compliance, Business Economics, Psychology, Time Management, Grammar & Letter Writing,

Insurance Agency Administration, AHIP Medicare Certification, Ongoing education for License maintenance

Affiliations: EAA - Young Eagles Rallies volunteer; Oshkosh Chamber of Commerce

Licenses/Designations: Life and Health Insurance Intermediary License (1988); Associate, Customer Service (ACS), Associate,

Insurance Agency Administration (AIAA), Associate, Life Management Institute (ALMI)

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