Customer Service Manager

** ****** **** ***** 412-***-****

McKees Rocks PA danv-

***** ********@*******.**

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Daniel R. Vok

Objective I

am a Highly Qualified Account Manager & Sales Professional that is seeking a career changing

Account Manager opportunity. I am seeking a company that will allow me to build on my

training and experience with a new field. As an effective communicator with cross-functional

experience that can tie in to other industries, a new position will offer a professional challenge

and an opportunity for growth.

Work experience 6/2014 – present Combined Insurance Cranberry, PA

Sales Executive

Direct Sales with Individuals and Business Accounts (market segment 1-25)

Sold over 25k business to win an all expense trip in my first 5 weeks.

Top 10 in the Nation in Sales within my first 6 months.

Nominated to panel of experts during Quarterly Sales Meetings.

Short and Long Term Disability, Accident, Cancer, Critical Care, & Medicare Supplement.

Service these accounts and look for upsell & referral opportunities.

Seek sponsorship opportunities to increase business.

Entertain Clients to establish or to better improve relationships.

Assist Management with new hires by assisting in the training process.

1/2011 – 6/2014 UPMC Health Plan Pittsburgh, PA

Mid-Market Account Manager

Sell & Retain accounts (market segment 50 -500).

Managed a minimum of 60 client accounts worth well over 10 million annually.

Maintained 98% retention every year in the position.

Top 5 in incentive payouts and Employee Surveys.

Fully Insured / Self Insured Medical, Dental, Vision, FSA, Cobra Administration, Workers Comp,

& Wellness Services Products.

Make weekly courtesy calls to clients to ensure customer satisfaction.

Work closely with groups and Underwriting Department to negotiate and obtain agreeable rates.

Answer various questions regarding claims, enrollment, co-payments, plan limitations, and

benefits.

Entertain Clients & Brokers on various outings to establish or to better improve relationships.

Assist Brokers & Direct Groups with employee benefit meetings, job fairs, etc..

11/2005 – 12/31/2010 UPMC Health Plan Pittsburgh, PA

Small Account Manager, Marketing

Retain clients (market segment 2 – 50) by reviewing and maintaining account contracts. Work

closely with brokers and employers during this process.

Managed a minimum of 1000 client accounts.

Make weekly courtesy calls to clients to ensure customer satisfaction.

Work closely with groups and Underwriting Department to negotiate and obtain agreeable rates.

Answer various questions regarding claims, enrollment, co-payments, plan limitations, and

benefits.

Entertain Clients & Brokers on various outings to establish or to better improve relationships.

Assist Brokers & Direct Groups with employee benefit meetings, job fairs, etc..

1/2005 – 11/2005 UPMC Health Plan Pittsburgh, PA

Supervisor, Claims Operations

Provided direct day to day supervision of dedicated cross functional team that services inbound

customer service calls as well as completing any/all necessary claims adjustment. The team

consisted of 25 claims adjusters.

Team exceeded quality targets by consistently maintaining a 96.5% quality. Goal was

93%.

Managed all personnel related issues as they pertain to the team: Candidate selection,

interviewing, hiring, terminations, corrective action, performance evaluations, merit increases, training

evaluations/needs assessments, and ensuring proper staffing is maintained at all times.

7/2001 – 1/2005 UPMC Health Plan Pittsburgh, PA

Supervisor, Member Services Call Center

Provided direct day to day supervision for a Call Center that handled inbound/outbound calls

from members of Group Medical Insurances. Team consisted of 40 employees.

The Call Center regularly received nominations for excellence in Customer Service and

Quality by JD Power Awards and top HEDIS scores.

Managed all personnel related issues as they pertain to the team: Candidate selection,

interviewing, hiring, terminations, corrective action, performance evaluations, merit increases, training

evaluations/needs assessments, and ensuring proper staffing is maintained at all times.

10/2000 – 7/2001 UPMC Health Plan Pittsburgh, PA

Customer Service Representative

Worked within a dedicated unit that serviced only our high profile/key Medical accounts.

Held to higher Quality & Production Standards than representatives servicing our non-dedicated

accounts.

Received recognition for perfect Attendance, Quality, and Production.

1/1999 – 10/2000 Highmark Blue Cross/Blue Shield Pittsburgh, PA

Customer Service Representative

Dedicated to high profile accounts and expected to meet needs of customers within the first call.

Professional License Insurance Sales License – Licensed to sell all forms of health insurance within the state of

Pennsylvania. Obtained in 2005 from the Pennsylvania Insurance Department.

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