Carol Bailey
Hellertown,PA
Summary
To utilize my extensive management and insurance knowledge with a high level of success while ensuring business profitability.
Overview
34
34
years of professional experience
Work History
Senior Associate, Service Strategy and Planning, Group Benefit Solutions
New York Life
Bethlehem, PA
09.2019 - 07.2025
- Serve as a liasion to understand the needs of the business to communicate with IT and consultants to streamline processes and improve efficiency
- Write, train and implement Standard Operating Procedures
- Write and release communications
- System design and testing; report defects as warranted (JIRA; Project Management)
- Identify additional training opportunities
- Successful transition from Oracle to SAP; assisted with pre and post conversion efforts
Enrollment/Billing Senior Specialist
Cigna (New York Life)
Bethlehem, PA
06.2013 - 09.2019
- Supervise staff personnel responsible for Producer Compensation (approximately $4M/week)
- Develop best practice, standard operating procedures that drive staff productivity levels and eliminates key person dependencies for core functions
- Drive development of key individual staff metrics
- Recruit, develop and motivate staff
- Provide assistance and coach on escalated broker commissions scenarios
Team Leader
Hooper Holmes-Portamedic
Allentown, PA
05.2012 - 06.2013
- Lead a team in the Quality Assurance and Partner Link Team
- Responsible for validating accuracy of personal health data and transmitting to various insurance carriers
- Calculate and communicate statistical reports
- Train and cross train staff members
Case Installation Specialist and Team Leader
Guardian Life Insurance Company of America
Bethlehem, PA
02.1991 - 03.2012
- Supervised team in Case Installation Department
- Interviewed, trained, hired, coached, evaluated, and supervised staff members
- Responsible for managing and driving business processes for Case Installation of products for new and existing accounts
- Facilitated client relationships and professionally troubleshot to seek resolution to client service issues
- Established and improved client communications; maintained ongoing relationships
- Addressed customer inquiries, interpreted, and delivered information; proposed resolution; provided guidance; identified, investigated, and negotiated conflicts
- Collaborated with various internal departments
- Partnered with 10 Northeastern Regional Sales Offices
Education
High School Diploma -
Saucon Valley High School
Hellertown, PASkills
- Group Insurance
- Project Management
- Operations Systems
- Performance Metrics
- Organizational Skills
- Customer Service Skills
- Communication Skills
- Microsoft Office
- Work from Home Experience
- Training and mentoring
- Team leadership and supervision
- Attention to detail
- MS office
- Six Sigma Yellow Belt certified - Process improvement
- Cross-functional teamwork
- Work Planning and Prioritization
Knowledge And Skills
- 10+ years of Group Insurance experience
- Energetic, self-starter, works effectively as a team lead, independently, or as a member of the team
- Proven project management experience, with the ability to coordinate and lead initiatives
- Demonstrated success in building and managing operations systems and processes
- Ability to foster a performance and metrics-driven organizational culture
- Conscientious and professional with well-developed analytical, organizational and customer service skills
- Excellent customer service and communication (verbal, written, listening) skills
- Cross functional alignment with strong networking skills
- Proficient in Microsoft Office
- Work from Home experience
Timeline
Senior Associate, Service Strategy and Planning, Group Benefit Solutions
New York Life
09.2019 - 07.2025
Enrollment/Billing Senior Specialist
Cigna (New York Life)
06.2013 - 09.2019
Team Leader
Hooper Holmes-Portamedic
05.2012 - 06.2013
Case Installation Specialist and Team Leader
Guardian Life Insurance Company of America
02.1991 - 03.2012
High School Diploma -
Saucon Valley High School