Customer Service Account Manager
Resume:
Michael Player
Goodyear, AZ *5395
*******@*****.***
PROFESSIONAL EXPERIENCE
Accolade Phoenix, Arizona
Health Assistant Feb, 2021 to Aug, 2021
Provide employee benefit support for large employers – i.e., Lowes, American Airlines, Facebook, etc.
Worked in the Call center answering questions pertaining to benefits, claims and eligibility.
Assisted employees in filing for Family Medical Leave, Leave of Absence, Short Term Disability and Workers’ Compensation.
E-Telequote Phoenix, Arizona
Sales Agent Aug, 2020 to Nov, 2020
Educated and sold Medicare Advantage plans to disabled individuals or anyone over the age of 65.
Telephonic enrollments.
Licensed to sell Medicare Advantage, Medicare Supplement and Medicare Part D plans.
Benefit Commerce Group Scottsdale, Arizona
Client Manager March, 2019 to April, 2020
Manage a book of business in conjunction with four Sales Executives.
Accountable for each client’s level of perception of our brokerage expertise; renewal persistency of existing accounts.
Responsible for client satisfaction.
First person contact for clients for renewals, contract questions, ERISA issues, understanding
ACA; FML direction; Human Resources legal issues and escalated billing and claims issues.
Identify potential financial opportunities to grow the block.
Hosting weekly/monthly touch points with clients.
Presenting renewals with client decision makers
Hosting open enrollment meetings with employees.
Developing Requests for Proposals (RFPs) and analyzing the results
Coordinating wellness events for clients and their employees.
Johnson Financial Group Scottsdale, Arizona
Customer Service Manager Feb, 2018 to Dec, 2018
Responsible for managing four Account Managers and one Client Service Specialist.
Accountable for maintaining renewal persistency of existing accounts, client relationships and client satisfaction.
First person contact for clients for administrative issues, escalated billing and claims issues.
Weekly focused coaching of Account Managers to identify potential cross sell opportunities, issues within their blocks of business.
Development and maintenance of Employee Navigator data base for clients.
Manager of Employee Benefits in the State of Arizona for Johnson Financial Group.
Gallagher Benefit Services Los Angeles, CA
Benefit Counselor Sep, 2017 to Dec, 2017
Educated and enrolled employees of Hospitals and School districts for their employee benefit plans. Explained and enlightened the employees of the Hospitals and School Districts concerning Cancer, Critical Illness, Hospital Indemnity, Universal Life and Accident Policies.
Face to face enrollment of all employee benefits.
Work independently with little direct onsite supervision
The Guardian Life Insurance Company of America Los Angeles, CA
Account Manager Sep, 2014 to March, 2017
Responsible for renewing Life, Dental, Vision, Disability, FML and Voluntary products for customers between 100 and 999 lives.
Accountable for maintaining renewal persistency of existing accounts, broker relationships and client satisfaction.
First person contact for customers and brokers for renewals, escalated billing and claims issues.
Weekly review of Salesforce to identify potential cross sell opportunities. Analyze and identify trends and provide reporting as necessary
Work independently with little direct onsite supervision
Reliance Standard Life Insurance Pasadena, CA
National Account Manager Sep, 2010 – February, 2014
Managed customers with 2,000 or more employees. Responsible for implementation, stewardship and renewals.
First person contact for customers and brokers for Administrative Services Only Short Term Disability, Family Medical Leave, Life Insurance and Long Term Disability services.
Accountable for providing annual review of plan experience detailing Self Funded Short Term Disability, FMLA, Insured Basic and Voluntary Life and Long Term Disability
Developed relationship with Brokers and clients in order to evaluate cross sell opportunities, renewals of inforce lines of coverage and contract analysis.
CIGNA Group Insurance San Francisco, CA
Senior Account Manager Jul, 2008 – Jun, 2010
Managed customers with Life, STD, LTD and FMLA lines of business for groups between 200 and 5,000 lives.
Responsible for renewals, annual reviews, persistency and ongoing client relationship. Provide proactive consultative review of plan design, rate impact and legislative support. Developed broker relationships.
Proactive book of business review utilizing Salesforce to identify potential cross sell opportunities in order to grow inforce business.
Developed relationships with Cigna Healthcare in order to provide the total benefit solution of Life, AD&D, Disability, Medical and Dental insurance.
ADDITIONAL SKILLS
Licensed Broker/Agent in Arizona for Life/Health in 2018
Received AHIP accreditation in 2020
Attended San Francisco State University
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