Carol Derby Santucci
Baltimore
Summary
Dynamic manager with extensive experience at Group Benefit Services, excelling in client support and effective team leadership. Proven track record in enhancing operational efficiency and customer satisfaction through analytical problem-solving and comprehensive documentation. Skilled in coaching and mentoring, fostering a collaborative environment that drives performance and engagement.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Manager - Premium Accounting
Group Benefit Services / Amwins Connect Administrators
01.2003 - 09.2025
- Supported daily management tasks, ensuring alignment with organizational goals.
- Collaborated with cross-functional teams to streamline communication processes.
- Maintained documentation of standard operating procedures for reference and training purposes.
- Facilitated feedback sessions to gather insights for process improvements.
- Monitored project timelines and deliverables, ensuring adherence to deadlines.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in developing operational plans to enhance team efficiency.
Assistant Manager - Premium Accounting
Group Benefit Services
08.1999 - 01.2003
- Led team in implementing process improvements, enhancing operational efficiency across departments.
- Developed training programs for new staff, ensuring consistent service quality and adherence to company standards.
- Analyzed customer feedback to identify areas of improvement, driving initiatives that enhanced customer satisfaction.
- Coordinated cross-functional meetings to align departmental goals and strategies, fostering collaboration among teams.
Premium Accounting Specialist
Group Benefit Services
07.1995 - 10.1999
- Processed high-volume carrier payments with accuracy and efficiency.
- Coordinated communication between departments to resolve payment discrepancies.
- Implemented improvements to streamline payment processing workflows.
- Conducted regular audits of payment records to ensure compliance and accuracy.
- Performed various administrative tasks related to payments, including generating reports, updating records, and maintaining accurate documentation.
- Evaluated and recommended improvements to current payment systems, leading to increased efficiency and reduced processing times.
- Trained new team members on company-specific software and standard operating procedures for efficient onboarding.
- Provided exceptional support to customers by addressing inquiries related to billing and payments in a timely manner.
- Reduced errors in payment transactions by conducting thorough audits and identifying areas for improvement.
- Facilitated smooth communication between finance teams, carriers, and clients to resolve payment issues promptly.
- Responded to customer inquiries and provided detailed account information.
- Researched billing errors and discrepancies to initiate corrective action.
Assistant Manager - Self-Funded Claims
Group Benefit Services
01.1993 - 10.1995
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Trained new hires on company claims processing system to enhance team performance.
- Analyzed operational workflows to identify areas for process improvement and efficiency gains.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving high level claims issues promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Prepared, reviewed, and monitored Specific and Aggregate claims submissions for Self-Funded Clients.
Claims Processor
Group Benefit Services
03.1991 - 01.1993
- Processed claims efficiently, ensuring accurate documentation and adherence to company policies.
- Reviewed and analyzed insurance claims for compliance with regulatory standards.
- Reviewed and verified claim documentation, identifying discrepancies for resolution and preventing payment errors.
- Processed high volumes of medical claims accurately and efficiently under tight deadlines, ensuring prompt payment for services rendered.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Paid or denied medical claims based upon established claims processing criteria.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Maintained a high level of customer satisfaction by promptly addressing inquiries and resolving issues related to medical claims.
- Used administrative guidelines as resource or to answer questions when processing medical claims.
Account Administrator
Group Benefit Services
07.1989 - 03.1991
- Enhanced caller satisfaction by efficiently addressing and resolving healthcare and billing related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate Degree - Accounting And Business Management
Yorktowne Business Institute
YorkSkills
- Client support
- Effective team leadership
- Analytical problem solving and decision making
- Comprehensive documentation skills
- Task prioritization
- Collaborative teamwork
- Proficient in managing multiple tasks
- Skilled in MS Office tools
- Coaching and mentoring
- Recruiting and interviewing
- Attention to detail
- Multitasking Abilities
Certification
- Life/Health License State of MD - Renewed 7/25
- HIAA Certification - Group Insurance
Timeline
Manager - Premium Accounting
Group Benefit Services / Amwins Connect Administrators
01.2003 - 09.2025
Assistant Manager - Premium Accounting
Group Benefit Services
08.1999 - 01.2003
Premium Accounting Specialist
Group Benefit Services
07.1995 - 10.1999
Assistant Manager - Self-Funded Claims
Group Benefit Services
01.1993 - 10.1995
Claims Processor
Group Benefit Services
03.1991 - 01.1993
Account Administrator
Group Benefit Services
07.1989 - 03.1991
Associate Degree - Accounting And Business Management
Yorktowne Business Institute