Remote-Experienced Client Success Lead
Resume:
Kimberly Thomas
Professional Experience and Education
Contact Information
West Reading, PA 19611
Professional Experience
Prime Pay West Chester, PA October 2017 – Present
Client Success Representative Team Lead
Serve as the primary contact for clients, brokers, and carriers on matters relating to COBRA, Flexible Spending Accounts (FSA), and Health Reimbursement Plans.
Set up new client portals and ensure the accurate configuration of participant data.
Coordinate with the accounting department to initiate billing processes.
Create verification reports for clients and brokers to support compliance and maintain accuracy.
Support team members in resolving service issues that have been escalated by clients.
Answer incoming calls through the client and broker service support queue.
Process and update employee information in client portals.
Educate clients and brokers on navigating, updating, and monitoring participant and banking information.
Mercy Health Systems Conshohocken, PA (KFORCE Contracted) September 2016 – October 2017
HR Benefits Center Specialist
Managed the intake, review, and approval of Employee Educational Benefits Program applications.
Provided backup support for the processing of benefits enrollment.
Researched and resolved escalated internal and external customer issues, documenting case details in the call-tracking system.
Communicated with employees, HR partners, managers, and Payroll regarding benefits programs and eligibility.
TransAmerica Exton, PA March 2016 – September 2016
Customer Care Representative
Provided information on complex customer service issues related to life and health insurance, retirement, annuity, and investment products.
Documented, evaluated, and resolved customer inquiries with a focus on satisfaction and efficiency.
Collaborated with internal departments to complete customer requests and reduce escalations.
Health Advocate Plymouth Meeting, PA July 2014 – January 2016
Benefits Specialist
Served as a liaison between large employer HR departments and their employees.
Answered incoming calls and responded to member inquiries with professionalism and accuracy.
Guided members through enrollment issues and benefit questions.
Explained medical, dental, life, short-term disability (STD), long-term disability (LTD), FSA, and consumer-driven health plans.
Placed outbound follow-up calls to resolve issues not completed during the initial interaction.
Corporate Call Center Blue Bell, PA September 2012 – Present
Enrollment Team Supervisor (Part-Time Evening) / Licensed Sales Representative
Managed an enrollment team of 31 staff members in a high-volume call center.
Ensured compliance with call center standards and enrollment procedures.
Maintained accuracy and timeliness in enrollment reporting.
Provided coaching and call monitoring to improve team performance.
Recruited, trained, and motivated team members.
Utilized Pennsylvania State Insurance License for Life, Accident, and Fixed Annuities.
Supported customers by reviewing products, rates, and enrollment procedures.
Delivered feedback and training to enhance team knowledge.
Served as a liaison between customer service, enrollment, and member services.
Bankers Life and Casualty Insurance Company King of Prussia, PA April 2008 – February 2013
Licensed Sales Representative
Sold insurance and health plans to targeted markets.
Trained and monitored new agents to ensure successful onboarding.
Educated clients on retirement planning and long-term financial strategies.
Developed tailored presentations designed to meet client needs.
Provided solutions to enhance clients’ retirement readiness.
PROMISSOR (A Pearson VUE Company) Bala Cynwyd, PA March 1995 – April 2008
Assistant Supervisor
Scheduled staff to ensure adequate weekend Help Desk coverage.
Prepared monthly billing invoices for Health Services leadership.
Coordinated delivery schedules for weekly, monthly, and quarterly client reports.
Trained team members on new procedures and workflow updates.
Served as backup for Lead Supervisor, Business Manager, and Call Center Supervisor.
Reports & Lead of Clerical Group
Quality-checked client deliverables for accuracy and compliance.
Ensured timely distribution of deliverables by contractual deadlines.
Managed client program training reports and performed accuracy checks.
Cigna Insurance Companies Philadelphia, PA February 1986 – December 1994
Financial Analysis
Collected and monitored accounts for Property and Casualty lines of business.
Contacted delinquent clients to resolve outstanding balances.
Balanced monthly accounts and maintained financial accuracy.
Education
Bachelor of Science, Business Management
Drexel University — Goodwin College of Professional Studies
Graduated June 2007
Hold active Pennsylvania Life, Health and fixed annuities L
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