Customer Service Sales

JUAN A PENA

***** ********* ******

Beach Park, Illinois 60099

Phone: 847-***-****

Cell: 847-***-****

E-Mail: ***********@*****.***

Summary

A hardworking and a results-oriented insurance professional with demonstrated experience in claim management, account management, business development, customer service, marketing, trend reporting, pricing, as well as training and development. Employs outstanding interpersonal skills to maintain strong client relationships and resolve issues successfully, securing repeat business in highly competitive markets. A cost-conscious producer who identifies ways to improve operations and reduce expenses, contributing to the continued prosperity of an organization.

Experience

2009 to Current

CEO

generated 15 million dollar in income in contract sales for the company.

In charge of client retention and sales revenue.

set up meeting on which vendors we will buy and sell too.

Had large corporatate sponsorship for our customers fees.

set up meetings with city officals regarding permits,fees, sales taxes.

I traveled across country for selling and attending camps and hosted many benefits for youth programs.

set up a 5 million dollar contract with the Navy Base personal for enlisted members.

dealt with upper level CEO and high level city officials and well as professional athletes on selling and sponsoring company events and programs.

2006 to 2009

Walgreens Deerfield, Illinois

Senior Account Manager

Held responsibility for client issues at pharmacy with co pays and drug rejections.

Entered prior authorizations and approval of reimbursements due to clients.

Acted as program design consultant through analysis of utilization reports, benefit trends and healthcare trends.

Provided clients with recommendations to improve performance guarantees and communicated variances to management.

Ran prescription trend reports to inform clients on monthly quarterly reports and up-sell products clients were not utilizing to save on prescription benefit programs.

Trained new account managers.

Saved company over $200,000 per year by breaking down customer service department into four departments.

Focused customer service representatives on taking calls, reducing distractions from other issues and cutting hold time to fewer than 20 seconds to save company money by not paying out performance guarantees to clients.

Managed 18 larger accounts, comprised of 10,000 patients, ensuring exceptional customer satisfaction.

2003 to 2006

National Accounts Manager

Provided exceptional services and troubleshooting for two national accounts averaging over 20,000 patients.

Anticipated client business needs in order to achieve optimal plan performance and client satisfaction.

Responsible for plan review management, issue management and industry/regulatory updates, as well as forecasting and strategic activities.

Worked closely with internal resources to establish optimal marketing/pricing strategies of company group health insurance products.

Implemented effective cost management strategies.

Responsibilities include client relationship development and consulting, analysis of plan profitability, utilization reports, plan efficiency and contract compliance, along with identifying opportunities and promoting the sales of new or additional programs as well as client retention.

Increased Pharmacy Benefit Management revenue by over $500,000 for fiscal 04 and fiscal 05.

Target goal was $120,000.

Achieved this by up selling clinical programs such as Three-Tier Formular.

2000 to 2003

Account Manager

Oversaw assigned book of business by establishing/maintaining mutually beneficial relationships with clients, negotiating profitable risk management system contracts and communicating client business requirements to team.

Traveled to client sites for service visits and training sessions to ensure client satisfaction.

Increased company revenue for assigned book by an average of 8% due to renewals, add-on sales and billing for services rendered outside contractual agreements.

Traveled throughout North and South America representing Walgreens at client Health Fairs.

1998 to 2000

Account Coordinator

Worked closely with regional account directors on team development/ongoing development of client service strategies.

Developed and maintained client relationships by completing numerous account management duties, including developing and implementing mail pharmacy mail service and other integrated product programs.

Monitored plan statistics for overall performance.

Implemented in-house account management system.

1996 to 1997

MIDWEST FUNDING CORPORATION Lake Zurich, Illinois

Loan Officer

Took mortgage applications.

Collected personal and financial information as well as pre-approved debt ratios based on Fannie Mae and FHA guidelines.

1990 to 1996

BAXTER CREDIT UNION Vernon Hills, Illinois

Bilingual Loan Officer

Managed mortgage applications.

Collected personal and financial information and pre-approved debt ratios based on Fannie Mae and FHA guidelines for mostly Hispanic customer base.

1990 to 1991

Bilingual Sales Representative

Took loan applications from nationwide membership base.

Responsible for local Hispanic members and served as liaison with five Puerto Rican service centers to facilitate member services.

1989 to 1990

Title Clerk

Maintained tickler file to ensure receipt of collateral.

Registered liens as well as released vehicle and stock certificates used as collateral for existing/matured loans.

Managed real estate mortgage verification and ran monthly exception list to update missing collateral documents.

1987 to 1989

NORTHERN TRUST BANK Lake Forest, Illinois

Teller

Opened new accounts and cross-sold various credit union products and services.

Maintained extensive member phone contact.

Answered and resolved questions/issues on depository and loan accounts.

Education

1992 COLLEGE OF LAKE COUNTY Grayslake, Illinois

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