Account Manager Customer Service
Resume:
Jhoanna Espino-Fore
Long Beach, CA *****
****@**.***
Work Experience
Brand Ambassador
Basttile Events - Culver City, CA
November 2023 to Present
Marketing & Sales
Employee Benefts Account Manager
Alera Group
April 2021 to August 2022
remote)
Responsibilities:
• Work alongside Sales Executives in managing the submission roposal processes for new and existing clients degree of customer service and technical knowled by delivering proactive services
• Assist agency's increasing revenues by recognizing client ne providing advanced technical solutions across insurance brokerage, compliance, and claim han
• Manage the growth of a designated book of business relating to marketing, claims, retention, and account development in collaboration with Sales Executives, Account Managers, Account Coordinators, and other support staf
• Provide expertise in strategic planning and proactive advice to clients, including data analytics, program analysis, and recommendations for changes to coverage plans
• Develop and maintain strong internal and external relationships to provide the highest level of customer service and efectively negotiate with carriers and other service providers on behalf of clients
• Demonstrate ability to educate clients and articulate complex topics in a simple and easy-to- understand manner
• Keep informed and further industry education, new product knowledge, legislation, compliance, coverages, and technology to improve learning and performance continuously
• Perform insurance policy, coverage, and exposure reviews
• Strengthen client relationships through social engagement.
• Identify and develop cross-selling opportunities.
• Create and maintain a positive work environment - build trust, open communication, critical thinking
& cohesive teamwork
Medicare Sales Representative & Recon Analyst
• In-bound and Out-bound calls (warm and cold leads)
• Accept Inbound calls to help existing clients understand their health plan coverage and new clients complete their online enrollment form
• Generate quotes and explain medicare coverage (Original Medicare vs. Medicare Advantage) to potential clients
• Guide new clients by walking them through the process of enrollment from beginning to end
• Performs other responsibilities and dutie
• Sell appropriate health plans that is best suited to each prospective new individual/family and medicare benefciaries
• Obtain and close all sales goals
• Document and ensure all proper tracking in Salesforce for accountability Unemployed
Unemployed - Long Beach, CA
March 2019 to August 2021
During the midst of our Covid-19 pandemic
I decided this would be an excellent time to broaden my learning in the Insurance industry by studying and redirecting my focus on obtaining my Covered CA and AHIP Medicare certifcations to get insurance carriers-- appointments as an independent agent. In addition to my two recent certifcations, I also took this opportunity to study Property and Casualty to obtain my PLI Licence National Benefts Representative
PEO - Irvine, CA
January 2018 to March 2019
Responsibilities:
• Participates in prospective client meetings to provide an overview of beneft plan options.
• Conducts Client's Employee Open Enrollment via Zoom.
• Delivers medical re-orientations for existing clients and supports the transition of new clients. WIPRO - Tampa, FL
September 2021 to April 2022
Responsibilities:
• Provides customer-focused interaction with clients via phone, email, and in-person.
• Analyzes and reviews clients' worksite employee benefts information.
• Responds to claims-related issues and needs accurately and on time.
• Interprets benefts and related policies and guidelines accurately for service operations and clients.
• Researches and formulates responses to complex benefts issues that impact the client relationship.
• Mentor and train entry-level and junior members of the Service Team. Pursue a personal and professional development program
Client Service Consultant
MetLife - Irvine, CA
July 2017 to January 2018
Responsibilities:
• Single point of contact and accountability for Brokers & Employers (100 -
• 999 lives)
• Broker relationship building through efective communication
• Work closely with other sales staf to develop training for brokers and consultants
• Interact with the underwriting team to present competitive and proftable proposals to our external partners
• Build a cohesive unit by leading weekly Skype meetings and providing support and guidance
• Monitor new business implementation from start to fnish to assist existing clients with Open Enrollment meetings
Account Executive & Benefts Department Supervisor
Petra Pacifc Insurance - Cerritos, CA
January 2012 to June 2017
Responsibilities:
• Collaborate and provide sales support on behalf of the Employee Benefits Producer and work independently selling products and offering high-level service to group existing and prospective client s
• Maintains and grows a book of business every renewal for opportunities and sales growth through aggressively adding a new line of product/coverage based on each employer and their employees' needs by initiating and teaming up with P&C Sales representatives to cross-sellin g
• Stewardship strategy & preparation during pre-renewal, negotiate renewal rates, review for any missing benefit coverage insurance gaps, and provide employer cost analysis and contribution scenarios, then present final renewal presentation to the business owner and HR director appropriate recommendations
• Responsible for a staf of four, managing workfow distribution and overseeing RFPs and proposals for accuracy before issuance
• Facilitate OE meetings and provide annual education
• Mentors and educates junior-level colleagues by ofering insights, teaching the process of post-sale services, and ensuring best practices to continue to achieve a thriving team environment Employee Benefts Account Manager
Integrated Benefts Consultants - Rancho Palos Verdes, CA August 2011 to December 2012
Responsibilities:
• Managed an assigned book of business; provided the producer with support as the 'single point of contact' on every account
• Served as the point of contact for handling all claims, billing/invoicing, and enrollment issues
• Handled Open Enrollment meetings
• Prepared fnancial analysis, recommendations, and presented client renewal proposals
• Served as an advisor to business owners and HR Directors delivering efective outcomes
• Scheduled quarterly client visits to maintain and to build strong partnerships
• Maintained and built strong relationships with clients and carrier representatives Employee Benefts Sr. Account Manager
USI - Irvine, CA
June 2006 to November 2009
Responsibilities:
• Managed book of business (midsize to large groups)
• Provided producer support and served as the point contact for every assigned account
• Interfaced with new and existing clients to ofer single point-of-contact Serve as a client advocate to handle claims, billing, and enrollment issues. Coordinate open enrollment meetings in preparation for current group renewals
• Negotiate renewal rates and review for any missing gaps in benefts insurance coverage
• Reviewed quotes, reports, and proposals for accuracy
• Prepared fnancial analysis recommendations and presented client renewal proposals.
• Coordinated and conducted open enrollment meetings
• Served as an advisor to business owners and HR Directors, delivering efective outcomes.
• Scheduled quarterly client visits to maintain and build strong partnerships.
• Built strong Client relationships and with carrier representatives point contacts Education
Some college in Mathematics
University of California-Irvine
Skills
• Applied TAM
• Benetrac
• OMNI
• Zywave/Brokerage Builder
• Employee Navigator HRIS
• Microsof Ofce
• Salesforce
• OE Electronic
Dileverables
• and Statistics for Sata Analysis
• Adobe
• Data Analytics
• Sales Support
• Account Management
• Analytics
• Meeting Facilitation
• Business Intelligence
• Agile
• Business Analysis
Languages
• English - Fluent
• Spanish - Beginner
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