Experience

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  Principal

  Mar 2008 - Jan 2019

  Oversaw the Client Service Operation team that represents approximately 1,500 nonqualified clients. Strategic focus on high level initiatives that includes analyzing metrics to provide detailed support to prospective and current clients. Provide leadership and coaching to approximately 10 direct reports. Balanced approach between high level initiatives and tactical planning to meet client expectations for deliverables.• Focus on technology initiatives designed to create efficiencies and enhance the customer experience.• Dedicate time to process and documentation review to identify areas of opportunity for increased processing and team efficiencies. • Provide personalized career development support to each member of the team to increase employee engagement and personal development. Show less Accountable for managing all support aspects of Group Sales activities. Implement and integrate best practices to streamline systems and workflows to realize 106% of sales goal. Execute the closing of more than 28,000 quotes and implement over 850 new cases annually representing more than $15M in revenue from the current revenue of $73M. Allocated resources and assessed workloads based on volumes to ensure all client needs were met; managed and resolved escalated customer issues leading to customer satisfaction. Provided coaching and feedback focused on improving daily operations and performance.Responsible for identifying and hiring the best and brightest candidate, thereby ensuring business continuity across the Group Sales organization.Recognized by senior management as an high performing employee and recommended for multiple mentoring and development programs; frequently assigned to offer expertise on strategic projects. Show less Implemented sales strategies and aggressively promoted additional products while cross-selling renewal rates to clients and intermediaries. Built and maintained collaborative relationships with clients, brokers, and home office personnel. Managed escalated servicing issues on behalf of clients and brokers. Monitored and reported sales metrics to senior leadership. Managed assigned block of business comprised of small- mid-sized clients ranging from moderate to complex; maximized value to both the client and the company.Proactively managed business growth and relationship building initiatives for assigned accounts; handled objections, resolved issues, and ensured quality service.Prepared and implemented all transactions, documentation, and internal processing for assigned accounts. Show less Reviewed and resolved service issues for existing cases; communicated extensively with brokers, agents, customers, and corporate office personnel. Delivered exceptional service in an effort to maintain existing clients and drive new business.Provided enrollment support for both new and existing business; interfaced with customers regarding administrative kits and eService program.Collaborated with account executives and sales representatives to proactively retain and service accounts.Established and cultivated relationships with personnel at all levels, thereby enhancing communication throughout organization Show less

  • Manager-Client Services

    Sept 2015 - Jan 2019

  • Assistant Manager - Group Sales

    Jan 2011 - Sept 2015

  • Account Executive

    May 2010 - Jan 2011

  • Service Specialist

    Mar 2008 - May 2010
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  Prudential financial

  Apr 2019 - now

  Engagement strategy manager

  Enrollment Manager for Group Insurance core and voluntary products, managing group enrollment for clients that have 1,000 lives or more. Collaborate directly with clients, distribution, marketing and internal teams, utilizing technology to ensure an optimal customer experience during enrollment events.