Maria D. Villa

**** ***** ****** ***** ****, PA *6509 814-***-**** ad0j9e@r.postjobfree.com

Professional Experience

Highmark Blue Cross Blue Shield, Pittsburgh, PA

Client Service Manager May 2014

Promotion: Senior Client Service Manager June 2017 Principal Responsibilities:

• Manage relationships at senior levels with clients, consultants, and producers by creating valued partnerships, forming solid business rapport, and by cultivating an active professional network.

• Assist Client Managers with sales, retention and customer service functions for a book of business for more than 800 clients across 29 counties in western Pennsylvania.

• Manage relationships with clients, consultants, and producers by handling escalated and complex service issues, providing clear and concise resolutions, and acting as a trusted advisor on all healthcare related topics

• Promote Highmark visibility using training seminars, face-to-face meetings, and producer roadshows to educate our external partners on technological platforms, network changes, service product suites, and Highmark’s many value-ads

• Lead various projects to support small group initiatives such a PEO development, improvement of billing processes, and COVID relief communication campaigns.

• Selected as the Lead Client Service Manager to drive projects to develop training guides to assist all small group with all procedural aspects of the job

• Host individual training sessions with Producers and their new employees to educate them our plan advisor tool, product placement, and the various intricacies of Highmark Blue Cross Blue Shield Achievements:

Obtained Pennsylvania Health, Life, and Accident Insurance license

Awarded the Small Group Spotlight Award 2019, 2020 for dedication and work on specialized projects

Recognition as Top Performer, 2019, 2020

Highmark Blue Cross Blue Shield, Pittsburgh, PA

Customer Service Representative, July 2000

Promotion to Lead in Customer Service specializing in Spending Accounts, (May 2011 – May 2014)

• Resolved customer inquiries and complaints via written, telephonic, and face-to-face communication in a timely and accurate manner.

• Strived to resolve customer concerns in a single interaction via telephone, written, or face to face communication.

• Worked independently of support from a senior customer service representative, frequently utilizing the knowledge center to answer and solve customer inquiries.

• Routinely responded to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills

• Consistently exceeded results for internal adherence, efficiency, and inquiry timeliness.

• Resolved standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.

• Handled irate member calls.

• Assisted members with spending account related issues, HSA, HRA, FSA, and Dependent Care inquiries. Achievements

Selected to travel and train the staff of an onboarding Blue Cross Blue Shield plan in Northeast PA. Education

Mercyhurst Preparatory School, May 1996 Commencement

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