CANDACE MUMPHREY
Johns Creek,GA
Summary
Enthusiastic client services specialist with over 11 years of combined experience in customer service and administrative support, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Lead Administrator
Change Church
01.2023 - 07.2023
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Completed forms and reports to facilitate admission, transfer, or discharge.
- Managed location calendar for events, location rentals, and ministry use.
- Gathered, organized and input information into digital database.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained database systems to track and analyze operational data.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supplies of services and materials.
- Coordinated with the events team on special events at each location, which included participating in planning sessions.
- Arranged all aspects of travel for staff, including flight arrangements, hotel stays, rental cars and car service.
Account Manager/Benefits Consultant
The James Group
05.2020 - 01.2023
- Successfully develop and deploy sales and marketing strategies with current clients and prospects
- Manage the overall client relationship with book consisting of 40 small to mid-sized clients in the Georgia market
- Strategize innovatively with leadership team at renewal based on knowledge of the market, carriers and products
- Handle renewal and/or new business marketing process, claims, retention and account development
- Assist clients and coordinate with third-party administrators to address billing, claims, service, enrollment, eligibility, and plan design issues
- Manage benefits administration tasks using assigned company software (Zywave)
- Oversee the construction, implementation, and accuracy of contracts, benefit summaries, SPD's and all other associated plan documents
- Perform other agency projects, as needed
Employee Benefits Account Manager
Patra Corporation
07.2019 - 03.2020
- Developed and maintained relationships with clients, carriers, team members, India team, and
- Implementation Consultants via fully remote work environment
- Serviced and managed all aspects of customer service for book of 155 clients in accordance with both Patra and agency procedures
- Managed retention of policies
- Maintained clients and policies in agency management system (Benefit Point) including tasks/activities,attachments, initiating email, etc
- Adhered to Patra Benefits Servicing Standards for all aspects of managing book of business
- Performed other duties as assigned
Employee Benefits Account Manager
Benchmark Insurance
02.2018 - 07.2019
- Processed and managed 75 small to mid-sized clients in accordance with agency standards and workflows
- Assisted new account managers with various requests and processes
- Established and maintained good relationships with company human resources manager or owner, as well as carrier representatives, and colleagues
- Coordinated yearly benefits renewal of current book of business from origination date to completion date; assisted Producer in developing and cross-selling of lines of new business
- Provided clients with prompt, courteous and professional service
- Performed other duties as assigned
Small Group Account Manager
ClearPath Benefit Advisors
11.2016 - 02.2018
- Built and maintained relationships with key customer contacts of approximately 166 small business in the metro-Columbus area
- Ensured timely and successful delivery of solutions according to customer needs
- Functioned as single point of contact for service requests as it relates to billing, claims, benefit coverage questions and administrative issues as requested by assigned account contacts/employees
- Acted as the liaison between client and carrier representatives
- Partnered with Producers to coordinate account renewals in timely manner in accordance with company protocol
- Assisted in preparation of renewal deliverables in coordination with Producer and Underwriting
- Communicated benefit or insurance company administrative changes to assigned clients during on-sitemeetings
- Implemented new and existing group benefits with carriers
- Maintained account information for each client via agency management systems (Benefit Point, Employee Navigator)
- This included but was not limited to the following: maintaining activity log of service issues per occurrence
- Updated plan information at renewal to include renewal benefit summaries, SBCs, change in carrier, final sold proposals, sold rates, changes in employee contributions
- Updated account contacts as changes occur
Employee Benefits Account Manager
USI Insurance Service
10.2015 - 11.2016
- Managed book of business that included 75 mid to large sized clients who were fully-insured, as well as self-insured
- Served as primary point of contact between clients and insurance carriers
- Responsible for marketing process, which includes obtaining client census and quotes, preparing and submitting bids, and evaluating the best recommendations for the client
- Educated clients on compliance topics, such as ERISA, 5500s, COBRA, etc
- Conducted on-site meetings to communicate and administer the benefits for employees
- Prepared materials needed for client meetings such as agendas, reports, calendars, etc
- Installed new group insurance contracts for existing and new clients
- Utilized and gained proficiency with automated workflow system and other computer programs used in department
- Provided administrative support as appointment scheduler for assigned producer
Education
Bachelor of Science - Leadership And Ministry
Grace Christian University
Grand Rapids03.2027
Skills
- Customer service
- Problem resolution
- Strategic Planning
- Process improvement
- Insurance
- Organization
- Relationship development
- MS Office
- MS Excel
- Program Management
- Vendor onboarding
- Administrative Management
- Inventory Oversight
- Inquiry Requests
- Department Leadership
- Operational Improvements
- Administrative Staff Supervision
Additional Information
- State of Ohio, Nonresident Life and Health License State of Georgia, Resident Life and Health License
Timeline
Lead Administrator
Change Church
01.2023 - 07.2023
Account Manager/Benefits Consultant
The James Group
05.2020 - 01.2023
Employee Benefits Account Manager
Patra Corporation
07.2019 - 03.2020
Employee Benefits Account Manager
Benchmark Insurance
02.2018 - 07.2019
Small Group Account Manager
ClearPath Benefit Advisors
11.2016 - 02.2018
Employee Benefits Account Manager
USI Insurance Service
10.2015 - 11.2016
Bachelor of Science - Leadership And Ministry
Grace Christian University
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