Angela Coleman
Woodinville,WA
Summary
Results-driven and versatile professional with extensive experience in account management, customer service, compliance, and process improvement. Proven ability to foster strong client relationships, exceed performance goals, and streamline operations for optimal efficiency. Skilled in COBRA benefits administration, regulatory compliance, and team collaboration, with a proactive approach to problem-solving and a commitment to delivering exceptional service. Proficient at utilizing Microsoft Office Suite and various industry-specific software to drive productivity and maintain meticulous records.
Overview
20
20
years of professional experience
Work History
Account Manager
AccureCMS
10.2017 - Current
- Oversee and manage the administration of COBRA benefits for a book of business consisting of over 700 clients.
- Collaborate with clients, brokers, carriers, and internal teams to ensure compliance with COBRA regulations while delivering exceptional customer service.
- Serve as the main point of contact for assigned client accounts, maintaining strong relationships with clients and brokers.
- Ensure strict adherence to COBRA regulations, including timely notification and accurate record-keeping while maintaining HIPAA compliance.
- Process COBRA enrollments, terminations, and related transactions accurately and efficiently.
- Provide exceptional customer service by addressing inquiries, resolving issues, and offering guidance to brokers, clients, and COBRA participants.
- Stay up to date with COBRA regulations and industry trends, providing training and guidance as needed.
- Proficiency in COBRA Administration software, Microsoft Office Suite, and other relevant tools.
- Strong analytical and problem-solving abilities to effectively identify and resolve COBRA administration issues.
- Collaborate effectively with cross-functional teams, demonstrating a cooperative and positive attitude.
Account Manager
The Bishop Agency, Farmers Insurance
03.2015 - 09.2017
- Managed daily office activities and created excellent client experiences.
- Maintained Property and Casualty License (918052).
- Ensured appropriate changes were made to resolve customers’ problems.
- Completed contract forms, issued policies, and processed discontinuance requests.
- Provided information about products and services, wrote new policies, and canceled existing ones.
- Determined charges for services requested, collected payments, and arranged for billing.
- Kept detailed records of customer interactions, inquiries, complaints, comments, and actions taken.
- Reviewed insurance policies on renewal to ensure clients had the correct coverages.
- Cross-sold new and additional services and products.
Office Manager
The Reeves Company
02.2005 - 03.2015
- Developed tailored lighting packages for approximately 125 new residential construction projects, enhancing aesthetic appeal and functionality.
- Delivered persuasive sales presentations and served as a company representative at industry builder shows, strengthening client relationships.
- Oversaw customer service operations, efficiently managing phone inquiries, order processing, and coordination with manufacturers.
- Maintained optimal inventory levels through accurate physical counts and data system reconciliation, ensuring seamless order fulfillment.
- Negotiated competitive shipping rates with carriers, optimizing costs while meeting project specifications and delivery timelines.
Education
High School Diploma -
B. Reed Henderson
West Chester, PA06-1999
Skills
- Account Management
- COBRA Compliance & Benefits Administration
- Customer Service & Client Relations
- Regulatory Compliance
- Team Leadership & Mentorship
- Process Optimization
- Cross-functional Collaboration
- Problem Resolution & Critical Think
Timeline
Account Manager
AccureCMS
10.2017 - Current
Account Manager
The Bishop Agency, Farmers Insurance
03.2015 - 09.2017
Office Manager
The Reeves Company
02.2005 - 03.2015
High School Diploma -
B. Reed Henderson