SARAH ZAMBROTTO

***** ******** **. ****** **** FL. 34609 · 727-***-****

addg7p@r.postjobfree.com

Looking to use my experience and knowledge to help deliver superior customer service.

EXPERIENCE

MAY 2015 – CURRENT

BUSINESS MANAGER, Gold Galore

-Responsible for overseeing all day to day activities of a small retail and wholesale company

-Managing employees and independent contractors, giving everyone a safe and profitable business to come to daily

-Developed an innovative employment package and creative salary/commission metrics

-Managing back office task, maintaining and developing new relationships with vendors and wholesale clients, online and retail sales, HR task, budgeting, and developing creative solutions to roadblocks.

UNITED HEALTH CARE – NOVEMBER 2006 – MAY 2015

TEAM LEAD, UHC

-Promoted to Team Lead overseeing all service issues in the state of Wisconsin. Including but not limited to all post sale issues for Major and Public Accounts, Municipalities, Unions, Key Accounts, Small Group and exchanges.

-Virtually managing between 17-20 employees, responsible for developing and enhancing relationships with Sales, Brokers, and clients along with my own team.

-Lead multiple projects and focus groups – then fully implemented results.

-Developed skills working with OptumRX during implementation and managing the day to day issues that arise regarding pharmacy benefits and system issues. Pharmacy issue resolution accounts for nearly 1/3rd of the issues received.

-Responsible for ensuring employees and market meet established MBO’s and constantly innovate processes to steam line business practices. (Quality, same day resolution, service level agreement, turnaround time, and production.)

*July 2014 attended Values Based Leadership training

*2014 the Wisconsin market received the highest customer satisfaction to date

*Well versed in Word, Excel, PowerPoint, Outlook, SharePoints, medical/pharmacy coding and billing

Senior Subject Matter Expert, UHC

-Promoted to Sr. SME overseeing the ECS Designated Account Management Teams & Service Resolution Team

- Responsibilities include group and one on one coaching, reporting analysis and review, handling sensitive clients, supervisor and health plan escalations

- Project management for project-type issues

-Support Team Lead in inventory management

-Providing technical support to Account Managers, and mentoring new hires along with tenured staff

-Fluid understanding of all Post Sale Service issues

-Ability to undercover root cause of problems and resolve all downstream effects

-Numerous Kudos and accolades

- Completed Future Leader Program for ECS

- Mentor in the Career Progression program

*Received Agility Award for SWAP project working with Implementation Team during Open Enrollment

Service Account Manager, UHC

-Promoted to Account Manager and attended extensive training

-Responsible for providing end to end resolution for specialty clients, paying close attention to detail

-Duties include escalated eligibility, billing, group set up issues, claim research (Medical, RX, Dental, Vision, Disability, Medicare, COB) Legal/Regulatory concerns/compliance, agent credentialing/compensation, appeals, manual pharmacy updates

-Responsible for providing detailed account documentation when handling accounts

-Handled some of the most sensitive General Agents and Gold Brokers to maintain relationships

*Received Employee of the Month October 2008 and June 2010, along with the prestigious Service Hero’s award for 2010

Customer Care Professional, UHC

-Responsibilities include providing Customer serviced to plan administrators and brokers via telephone and email, adding employees to the group’s plan

-Billing duties include helping customers to understand billing and charges on their statements

-Trained for Banking and was able to handle inquiries related to FSA/HRA accounts

-Responsible for reviewing transactions, balances, and Federal Guidelines for eligible expenses and reimbursements

-Trained on company web portals resulting in the ability to provide technical support for benefit administrators

EDUCATION

AUGUST 2000-2002

UNIVERSITY OF SOUTH FLORIDA

Major in Criminal Psychology and Minor in Business and Advertising

MAY 2000

GENESIS PREPATORY SCHOOL

NATIONAL HONORS SOCIETY AND ROTARY INTERACT

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