Customer Service Sales

LISA MARIE FRIGGE

**** ********* ***** ******** *****, VA 23464 Phone: (757) 348 - 0429 *******@*****.***

PROFESSIONAL SUMMARY

Innovative, driven and accomplished professional with 22 years of experience in medical insurance and 10 years of experience in employee benefits, seeks new role with an organization that recognizes and rewards excellence and the delivery of results. Proven track record of delivering effective and impactful solutions that solve customer needs. Strong experience in Medical Insurance and Employee Benefits with the ability to quickly and thoroughly adapt to changing markets and new products as needed.

Service-oriented professional who delivers high quality customer service by accurately assessing client needs and recommending the most useful and products. Motivated professional driven to exceed company goals. Possesses exceptional team building and communication skills.

OPERATIONAL EXPERTISE

Market Analysis & Penetration

Medical Insurance & Practices

Employee Benefits

Relationship Management

Account Management & Development

Account Loyalty & Retention

Customer Education

Strategic Networking

Strategic Partnerships

KEY SKILLS ASSESSMENT

KEY ACCOUNT MANAGEMENT & PERFORMANCE – Consistent provider of impeccable customer service and timely delivery of customized client solutions with a highly compelling record of key account growth and retention.

SALES DEVELOPMENT – Demonstrated experience and success in carrying out sales initiatives with team members.

RETENTION – Maintained and or exceeded a 97% client retention rate at all employers.

PROFESSIONAL EXPERIENCE

MERCER HEALTH & BENEFITS, Norfolk, VA 2003 - 2012

Sales Associate

Managed book of business generating 1.5 million in revenue. Established strategic carrier/vendor relationships to ensure world class service for my clients in handling all administration (eligibility, claims, billing, plan implementation, contracts, plan changes and necessary amendments). Strategically marketed and learned all product lines, developed rate and benefit analysis reports and consistently maintained acute competitive intelligence and knowledge. Aggressively negotiated rates and benefits with carriers to achieve maximum benefit. Presented solution options to key decision makers and supported the creation of comprehensive benefit packages for all client groups. Provided full transparency and disclosure of all rates and financial information. Facilitated Open Enrollment meetings, resolved claims, billing and eligibility issues. Modeled exceptional customer service skills and appropriate diagnostic sales techniques.

CIGNA HEALTHCARE, Virginia Beach, VA 2001- 2003

Marketing Analyst

Responsible for providing client support in the areas of customer service, maintenance and network penetration. Responded to inquiries, solved problems, and ensured client satisfaction with products and service. Responded to calls and emails from brokers and clients and assisted them in resolving any issues or concerns. Made outbound marketing calls to key agency partners to ensure they had necessary marketing materials, understood processes, completed required training, and other items which promoted and solidified relationship with company. Supported agents who needed basic training and understanding of CIGNA’s processes/procedures/where to find materials, etc. Worked with account managers to efforts to increase market share and territory. Increased the book of business by upselling additional lines of coverage to existing clients. Created a coordinated process to standardized request for proposals.

OPTIMA (SENTARA HEALTH MANAGEMENT), Virginia Beach, VA 1995 - 2001

Internal Account Support Representative

Worked with account executives to increase market share and territory. Assisted in managing over 140+ large group accounts, which consisted of 27,809 members and approximately $42 million in annual premium. Responded to requests for proposals, which included coordinating multiple department analyses that helped to derive pricing and product. Owned and maintained a database to respond to Requests For Information. Designed presentations and worked on special projects and teams in preparation for finalist presentations. Explained plan benefits during open enrollment meetings for all the clients in the book of business I managed. Spearheaded GeoAccess project in its infancy to ensure accurate network analysis. Obtained and communicated both account and broker feedback to the marketing team and upper management. Helped to identify trends and patterns that would impact organizational goals and market strategy.

OPTIMA (SENTARA HEALTH MANAGEMENT), Virginia Beach, VA 1993 - 1995

Member Service Representative

Responded to customer inquiries on medical benefits, claims and requests; trained others for this role. Processed claim payments while maintaining a high accuracy rate. Managed client databases. Documented all calls. Promoted services to increase sales.

ADDITIONAL WORK HISTORY

OPTIMA (SENTARA HEALTH MANAGEMENT), Virginia Beach, VA

1-800-SENTARA

Served as an intake call coordinator for all incoming calls. Handled master schedule for mobile mammography appointments in the Hampton Roads area, provided information on all Sentara classes, maintained department database, and disseminated quarterly mailings to database participant.

OPTIMA (SENTARA HEALTH MANAGEMENT), Virginia Beach, VA

Video Production Coordinator

Ensured the production of Sentara’s scheduled commercials unfolded according to schedule. Helped the production manager run promotions, advertising and handled clerical duties.

EDUCATION

BACHELOR OF SCIENCE AND BUSINESS ADMINISTRATION: Marketing, Longwood College 1991

*Currently employed as a professional dog care specialist at Pawsitively Priceless Pet Sitting while actively searching for work (May 2013 to present).

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