Customer Service Client Manager

VERONICA MENA

**** ****** **** *****, ******, CA 91902 C: 619-***-**** ******@*****.***

PROFESSIONAL SUMMARY

Licensed insurance professional with experience in sales, customer service, health benefits, and a record of success of retaining customer loyalty in growing markets. With my knowledge and expertise in a dynamic insurance market, I am seeking an opportunity with an established organization which offers new challenges for professional career growth and advancement with anticipation to bring added value for overall success.

• Account Management & Acquisitions

• Experienced with HIPAA and privacy laws

• Policy coverage expert

• Proficient at MS Office Suite

• Ability to drive and motivate team members to exceed annual performance targets

• Excellent time management skills

• Keen ability for problem solving

• Workflow and efficiency management

• Adherence to high customer service standards

• Strong business acumen

• Bilingual English/Spanish

Work History:

Client Manager, 05/2021 to Present

Marsh & McLennan Insurance Agency, Inc. - Licensed Health/Life

• Act as the initial point of contact for Clients, Carriers and others on the Client Service Team in the following areas:

• RFP review and preparation.

• Analysis of utilization reports, carrier reports and claims data and trends.

• COBRA, HIPAA and coordination of 5500 data.

• Work closely with and instruct carrier representatives to ensure smooth implementation of new plans.

• Ensure required plan information and materials are sent to the client in a timely manner.

• Guide and mentor Benefit Analysts throughout the process of gathering Client census and benefit plan information used to prepare materials for new business presentations, renewals and open enrollment meetings.

• Explain client needs and concerns focusing on how various plan designs and recommendations address those issues.

• Review renewals, new business presentations, and open enrollment materials to ensure they are accurate and complete in content, are compliant with company and regulatory guidelines, and reflect a professional appearance.

• Ensure that client files and documentation are maintained according to policy and procedures, and consistent with Marsh & McLennan professional standards.

• Develop analytical, customer service and communication skills needed to perform as a Client Manager.

• Under the guidance of the Client Executive Service, participate in prospect and renewal meetings to learn client needs, challenges and concerns.

• Learn best practices to present renewal outcomes to the client and provide recommendations based on the findings with the goal being to take on these responsibilities.

• Respond to and resolve routine issues the client may encounter regarding receipt of benefit services and coverage questions.

Benefits Specialist, 02/2018 to 04/2021

BWood Insurance Agency, Inc. - Licensed Health/Life

• Managed strategic accounts which included half of million in revenue for business.

• Adhered to Privacy Act, HIPAA regulations, quality guidelines, with call management framework.

• Licensed in the state for life insurance and health insurance producer

• Administered and maintained employee benefit programs including medical, dental, life, accident and disability insurance, optional life and AD&D, and other supplemental benefits to 1000+ employees.

• Processed all benefit enrollments, qualifying life events, employee changes submitted by employees.

• Processed Evidence of Insurability (EOI) forms in accordance with Client policies and procedures.

• Established and maintained effective professional relationships with Clients by gaining their trust, confidence and respect.

• Worked closely with benefits providers to resolve eligibility errors. Served as an employee advocate to benefit providers for claims issues.

• Responsible for administration of HR/Benefit Administration Services Client's benefit programs during their annual open enrollment and throughout the year.

• Entered and maintained employee data in various Benefits Administration platforms. Sales Representative, 06/2016 to 02/2018

Farmers Insurance - Licensed in Property/Casualty

• Build relationships with new and existing customers

• Proactively identify and act on cross-sell opportunities

• Provide excellent customer service

• Prospect and generate new business through leads and referrals

• Provide timely and accurate feedback to client inquiries on existing policies with regards to policy amendments, billing, claims and upcoming renewals.

• Participate in the renewal cycle from start to finish; gather update account information, compile submissions and secure renewal quotes.

• Handle service requests, processing necessary paperwork, and answering incoming calls. Insurance Sales Agent, 10/2014 to 05/2016

Wawanesa General Insurance – San Diego, CA

• Closed an average of 25 new sales channels per week.

• Calculated premiums and established payment methods for sales.

• Daily customer interactions included customer facing with an average of 40 walk-in policyholders with emphasis to address and resolve issues and concerns with accounts. A conduit for exceptional customer service skills and illustrated a positive sales technique to uphold brand loyalty of organization.

• Finalized sales with collection of deposits and premiums on or before effective date of coverage. Followed up with customers on unresolved issues.

• Appointed by leadership to mentor and train entry-level agents.

• SME/Primary sales and customer service trainer on newly implemented computer software. Customer Service Representative, 01/2007 to 11/2014 Wawanesa General Insurance – San Diego, CA

• Effectively managed a high-volume of inbound and outbound customer calls.

• Addressed and resolved customer product complaints empathetically and professionally.

• Gathered and verified all required customer information for tracking purposes.

• Accurately documented, researched, and resolved customer service issues.

• Managed customer calls with efficiency in a complex, fast-paced and challenging call center environment.

• Improved call center functionality and service capacity by resolving customer complaints in a proactive manner.

• Continuously exceeded service and quality standards during each annual review period. Education:

Business Administration, Southwestern College - Chula Vista, CA (currently enrolled) Licensure/Certification:

CA Personal Lines Broker - Agent CA License

References Available Upon Request

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