Carol Bailey
Hellertown,PA
Summary
Results driven with 30+ years of experience in customer service. Proven expertise in account management, operations, project management, and system integration with a focus on process improvement, compliance and metrics-driven performance. Strong leadership background with 20+ years in team management, 5+ years in system integration/project management, and 6+ years remote work experience
Overview
1
1
Certification
36
36
years of professional experience
Work History
Compensation Analyst II
Mutual Of Omaha Insurance Company
Omaha, NE
06.2026 - Current
- Handle average of 70 - 80 inbound and outbound calls daily, resolving customer inquiries regarding commissions, products, and technical support, achieving average call handle time under 4.5 minutes.
- Continually achieve a 100% first-call resolution rate, exceeding the company target.
- Assess customer needs and address basic issues during support calls, enhancing overall customer satisfaction.
- Document customer interactions, complaints, and resolution steps accurately in JIRA to ensure comprehensive tracking and follow-up.
Senior Associate
New York Life Insurance Company
Bethlehem, PA
01.2019 - 07.2025
- Led system implementations and account management initiatives for Group Benefit Solutions, enhancing client engagement and service delivery.
- Designed, tested and supported Oracle to SAP system conversion impacting over 90 Revenue Management employees, reporting issues via JIRA and ServiceNow.
- Authored and implemented 100+ Standard Operating Procedures (SOPs) to streamline processes and improve efficiency
- Supported SAP training initiatives, facilitating SAP navigation and report generation with Crystal Reports for improved user proficiency.
- Utilized advanced software skills in Salesforce, CRM, Tableau, and Callidus to manage projects and analyze data, enhancing overall client service.
Enrollment/Billing Senior Specialist
Cigna Insurance Company
Bethlehem, PA
06.2013 - 12.2018
- Supervised, managed, and developed a staff of 10+ personnel employees in billing and enrollment operations, overseeing payment of $4M+ weekly broker commissions to 4,000+ brokers.
- Developed and maintained financial reports to track results, forecast performance and ensure budget accuracy.
- Streamlined staff productivity initiatives, decreasing key-person dependencies for smoother operations.
- Developed and tracked staff metrics to ensure alignment with service agreements and performance goals.
- Coached team on escalation processes for broker commission and 1099 issues, enhancing resolution efficiency.
- Recruited and guided Revenue Management staff fostering skill growth.
Team Leader
Hooper-Holmes Portamedic
Allentown, PA
05.2012 - 06.2013
- Directed a 15 member QA team ensuring accuracy of health data for multiple insurance carriers.
- Validated and transmitted sensitive personal health information via PSSQL, maintaining HIPAA compliance to protect patient privacy.
- Compiled and distributed statistical and operational reports to inform key stakeholders and support data-driven decision-making.
- Enhanced team capabilities through staff training and cross-training initiatives, promoting compliance and operational effectiveness.
Case Implementation Specialist and Team Leader
Guardian Life Insurance Company of America
Bethlehem, PA
02.1991 - 03.2012
- Managed a 20 member team of Case Implementation Specialists responsible for client onboarding, as well as maintaining existing clients, for group insurance.
- Facilitated client relationships and resolved service issues through effective troubleshooting.
- Established and improved client communications and maintained ongoing relationships.
- Oversaw data entry and eligibility processes in systems including Phoenix, ClaimFacts, Zeus, AS400, ensuring accuracy and compliance.
- Partnered with Northeastern Regional Sales Offices to ensure alignment on client service and implementation.
- Conducted risk evaluations and collaborated with underwriters for non-standard cases.
- Created billing statements, ID cards, and onboarding communications to enhance client experience.
- Maintained compliance with regulatory requirements and company standards.
Education
High School Diploma -
Saucon Valley High School
Hellertown, PA06-1990
Skills
- Compensation analysis
- Data analysis and interpretation
- System implementation
- Standard operating procedures
- Project tracking
- Process improvement
- Customer relationship management
- Account management
- Regulatory compliance
- Analytical problem-solving
- Performance coaching
- Strong verbal, written and listening skills
Certification
- Six Sigma Yellow Belt Certified
Timeline
Compensation Analyst II
Mutual Of Omaha Insurance Company
06.2026 - Current
Senior Associate
New York Life Insurance Company
01.2019 - 07.2025
Enrollment/Billing Senior Specialist
Cigna Insurance Company
06.2013 - 12.2018
Team Leader
Hooper-Holmes Portamedic
05.2012 - 06.2013
Case Implementation Specialist and Team Leader
Guardian Life Insurance Company of America
02.1991 - 03.2012
High School Diploma -
Saucon Valley High School