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career objective
customer-focused insurance industry professional eager to apply dynamic client relation and internal team building skills toward supporting the employer in optimizing operational and financial performance
profile
ø offer five years of progressive experience in the insurance industry, with a depth of knowledge in state laws, erisa, and social security
ø dynamic communication, presentation, negotiation, and relationship management skills
ø demonstrated record of leadership and mentoring top-performing support teams while providing superior customer service
ø selected to consult company s largest national account client
ø broad scope of experience in management, analytical problem solving, project management, it, contract analysis, budgeting, and business development
professional experience
metlife disability, glastonbury, ct 2003 c present
senior customer delivery leader (2005 c present)
- in recognition of superior performance, have steadily progressed within company to achieve senior position entrusted with implementation and management of two national account customers
- build solid partnerships with internal departments and collaborated on providing efficient service to customer base; support disability growth team and sales partners in preparing and delivering of claim model and process at customer finalist meetings
- accountable for delivery of quarterly absence management reports as well as assisting with customer reporting requests
- regularly coordinate meetings with customers and unions; utilize strong negotiation skills, participate in contract analysis and proposals
- consult all relevant parties on plan design, contract language, performance guarantees, process documentation, and provide customer metrics analysis
- develop staffing models and organization-wide comprehensive process documentation procedures; participate in developing pricing strategies
disability customer advocate (2003 c present?)
- effectively liaise with major national account with multiple disability plan designs
facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated customer issues within a 24-hour turnaround
developed customer escalation log to identify trends, which later became standardized for entire metlife disability organization
accurately monitor pending and suspending reports to ensure deadlines are achieved
advise claim management team with process improvement suggestions; discuss customer concerns with cmt and customer delivery team
trained and directed claims staff; oversaw successful completion of assignments
represented company at customer absence symposiums to educate customer management groups on the disability process; attended absence management reviews and union quarterly reviews
analyzed quarterly results and data to determine trends, performing comparison of company results to the book of business and rest of industry to devise systemic improvements
short-term disability case manager (2003)
- developed, reviewed, and evaluated new and on-going short-term disability claims to determine liability based on contract provisions, medical evidence, and vocational requirements
- proficiently identified and forwarded appropriate claims for development by specialized internal and external resources including social security, vocational rehabilitation, investigators, and medical consultants
- authorized the release of benefits and maintained database
- applied disability management principles while efficiently and politely resolving customer inquiries
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~ additional experience ~
elliot hospital, manchester, nh winter 2002
internship with infectious disease control
- worked directly with director of infection control and administration as well as independently researching various diseases and ailments; provided weekly reports on research findings and policy writing
- wrote infectious control policies for adoption by hospital administrators
uconn medical hospital, farmington, ct summer 1999
research analyst
- provided breast cancer research for ultimate use by the state of connecticut and the center for disease control; utilized global positioning devices for long-term patient tracking
education
saint anselm college, manchester, nh may 2002
bachelor of arts: sociology
- concentration in health sciences
computer skills
lotus word pro, lotus notes, uds, uis, intellis, spss, microsoft office including word, excel, powerpoint, ms works, visio, project, citrix, internet research
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