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
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)
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
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
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