Amber Richardson
Easton,PA
Summary
10+ years of experience driving account management and customer success. Have proven increased customer satisfaction by 20% in 8 weeks through proactive approaches. Skilled at liaising with Senior Management, Providers, Brokers, Account Managers, Legal, and Sales. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Continually dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Always focusing on the importance of delivering the mission of the brand with each and every action and interaction that takes place.
Overview
18
18
years of professional experience
Work History
Large Market Account Service Manager
Guardian Life
02.2020 - Current
- Maintained Large Market book of business from inception, while successfully onboarding and retaining over 200+ clients by focusing on feedback and pain points
- Analyze reports and metrics to identify trends in claims, billing, and service to tailor client experience
- Implemented process improvements using data and client history to proactively avoid common busy season escalations
- Educate clients on STD, LTD, FML, Dental, Vision, Critical Illness, Hospital Indemnity, and Life to ensure clients stay compliant with state guidelines and Guardian contract
- Create innovative quality solutions for clients who have benefits for their employees through Guardian.
Broker Planholder Customer Support
Guardian Life
06.2011 - 02.2020
- Improved customer satisfaction rating from 45% to 95% in 6 months
- Successful at mentoring by sharing best practices, while guiding peers through the information management system.
- Trusted with managing escalated service concerns received from brokers, employer contacts and account managers.
Technical Care Representative
T-MOBILE
01.2011 - 06.2011
- Owning the entire incident of technical escalations
- Maintain relationships of global business merchant accounts by presenting them resolutions for optimal use of their mobile phones and handheld electronics.
Client Manager
The Hartford
05.2006 - 12.2010
- Worked with adults on Medicare to educate all their health insurance needs
- This would include billing, claims and contract interpretation
- Demonstrated patience and compassion towards customers and their families, assessing calls that may require me to refer them to grief counselors, insurance advocates, and fraud agencies.
Education
Northampton Community College
High School Diploma -
Union Catholic High School
Skills
- Contract Interpretation
- Onboarding
- Tableau (Business Intelligence Software)
- Microsoft Office
- Contract Management
- Account Management
- Trend Analysis
- Microsoft Excel
- Customer Success
- Process Improvements
Timeline
Large Market Account Service Manager
Guardian Life
02.2020 - Current
Broker Planholder Customer Support
Guardian Life
06.2011 - 02.2020
Technical Care Representative
T-MOBILE
01.2011 - 06.2011
Client Manager
The Hartford
05.2006 - 12.2010
Northampton Community College
High School Diploma -
Union Catholic High School