Ace Kaspar
Raleigh,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Case Manager II
Policygenius
04.2021 - Current
- Consult and coordinate meetings with key stakeholders to move cases to in-force, resulting in above-average conversion rate
- Answer constant flow of customer calls with minimal wait times while managing over 50 customer calls per day
- Analyze customer service trends to discover areas of opportunity and provide feedback to management.
- Proactively upsell existing clients when enhanced options are available by analyzing customer data to expand company footprint.
- Create customer support strategies to increase customer retention.
- Quickly promoted within year from Customer Case Manager I
Interplan Administrator
Blue Cross NC
09.2019 - 08.2020
- Coordinated, prepared, and communicated timely responses to internal and external partners
- Developed, audited, and maintained files in excel and in Salesforce
- Discovered error that persisted for 10 years that was worth $500,000 + each year in total payment errors during audit that cross-referenced Workday and profile
- Worked in conjunction with management and underwriting in development of comprehensive bot that would process all pricing matrixes with 99.9% accuracy
Underwriter Associate
Blue Cross NC
12.2018 - 12.2019
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment
- Mentored, delegated tasks, and had weekly meetings with groups of interns to track progress and assisted when applicable
- Collaborated with other professionals to develop innovative underwriting solutions resulting in 10% increase in sales
- Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications resulting in 20% improvement in turn around time
Education
Bachelor of Science - Insurance And Risk Management
Appalachian State University
Boone, NC08.2018
Skills
- Client Service Optimization
- Account Management
- Consultative Selling Techniques
- Customer Retention
- Product Development
- Database Management
- Customer Relationship Management
- Market Analysis
- Vendor Relations
- KPI Tracking
- Project Management
Licenses
Accident And Health License, 08/01/2021- 08/01/2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Case Manager II
Policygenius
04.2021 - Current
Interplan Administrator
Blue Cross NC
09.2019 - 08.2020
Underwriter Associate
Blue Cross NC
12.2018 - 12.2019
Bachelor of Science - Insurance And Risk Management
Appalachian State University