Manager Customer Service

PAULA SAUNDERS

E: *****************@*****.*** • P: 913-***-**** • Shawnee, KS 66218

https://www.linkedin.com/pub/paula-saunders/7/b41/59b

ACCOUNT MANAGEMENT

Meticulous Account Manager with 11 years of experience serving in the capacity of liaison between multiple business partners. Strong aptitude to work with mathematical concepts such as probability, statistical inference, fractions and ratios, and to find and communicate correlation among factors. Expert ability to prioritize and manage workload efficiently and independently. Operates with a sense of urgency and thrives in a fast paced setting. Core competencies include:

Data Analysis • Case Management • Customer Service • B2B relationships • Client Relations Quality Assurance • Sales • New Business Development • Employee Benefits • Sales Support

PROFESSIONAL EXPERIENCE

BENEFIT COMMUNICATION INSOURCING • Overland Park, KS • Jan 2015 – Present

One of the nation's leading benefit communication firms, providing clients with customized and personalized benefit communication for every benefit-eligible employee.

ACCOUNT MANAGER

Responsible for case management as well as initial case set up and implementation.

Conduct implementation meetings with clients and carriers during initial case setup and ongoing basis

Review practices and procedures ongoing and implement changes as needed to ensure quality and avoid potential problems.

Reconcile monthly billings and audit client billings

Create training materials and conduct training sessions for new benefit counselors

Act as a liaison between clients and carriers

MEDTRAK SERVICES • Overland Park, KS • Feb 2010 – Jan 2015

Pharmacy Benefits Manager providing customized prescription benefits for self-insured plan sponsors.

ACCOUNT MANAGER

•Coordinate and manage tasks of all parties involved in the implementation of each Client’s prescription benefit plan(s)

•Build and maintain relationships with Clients, their Agents, and Third Party Administrators

•Research and resolve Client issues pertaining to eligibility, claim adjudication, and billing

•Implement benefit plan changes and programs throughout the year

•Responsible for creation, completion, revision and filing of all necessary client documents

•Analyze and interpret Clients’ utilization reporting and make recommendations specific to each Client and their short and long-term strategies. Assist Account Executive in the renewal process

•Represent MedTrak at Client benefit fairs and open enrollment meetings

•Contribute to company and department goals and objectives, implement programs, and train team members

SUNBRIDGE CAPITAL • Mission, KS • Feb 2006– Apr 2009

Equipment leasing company specializing in large construction equipment and over-the-road trucks and trailers. This company dissolved in April 2009.

ACCOUNT MANAGER

•Serves as the primary business contact for assigned clients

•Responsible for client support and delivery of ongoing product and process knowledge to assigned clients; maintains service level commitments through transaction processing and proactive communication

•Gains and maintains a clear understanding of SunBridge Capital’s capabilities, services and products, and effectively communicates these to the client

•Builds relationships with clients to encourage repeat business opportunities

•Responsible for majority of client communications, conflict resolution, and compliance on client deliverables

Pursues opportunities for account growth and new business and communicates opportunities to Management

STATE FARM INSURANCE • Kansas City, KS • Jun 2003– Feb 2006

LICENSED ACCOUNT MANAGER

Sell insurance (life, health, auto, home)

Service existing policyholders by handling payments, claims, and maintaining records

Assuring customer satisfaction in all aspects of service

EDUCATION

Bachelor of Arts in Sociology

University of Kansas • Lawrence, KS • 2002

TECHNICAL SKILLS

Expert knowledge of Microsoft Office Suite: Word • Excel • PowerPoint• Outlook • Access

Salesforce • Peoplesoft

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