Casey Souza
Marsing,ID
Summary
Focused Client Services Manager promoting more than 15 years' expertise successfully working for organizations assisting them in the Benefits department. Courteous and cordial with a desire to take on challenges at a new company. Visionary Client Services Manager known for having great project oversight skills. Gifted at working with clients, peers and other stakeholders. Looking for a new position with an organization in the benefits sector.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Client Services Manager
Piper Jordan
Marsing , ID
12.2008 - Current
- Developing and implementing strategies to improve customer service processes and operations.
- Collaborating with other departments to resolve any customer issues or complaints quickly and efficiently.
- Analyzing customer data to identify areas for improvement in client services delivery.
- Identified and implemented improvements to enhance client relationships.
- Determined training objectives and monitored team performance to refine training methods and content.
- Ensuring compliance with industry regulations related to client services management.
- Providing coaching and guidance to team members regarding best practices in customer service.
- Crafted training materials to instruct employees on new offerings and feature details in addition to delivering constructive feedback and presenting new processes.
- Establishing procedures for responding to customer inquiries in a timely manner.
- Maintaining relationships with current clients by providing regular updates on products and services offered.
- Leading a team of Client Services Managers to ensure customer satisfaction and retention.
- Verified details with policyholders and requested additional information.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Filed appeals on behalf of customers when necessary after denial of a claim due to insufficient evidence.
- Handled customer inquiries regarding insurance policy coverage details and payment status updates.
- Managed claim disputes, negotiated settlements, and documented outcomes.
Education
Some College (No Degree) -
Chabot College
Hayward, CASkills
- Relationship Management
- Data-driven decision-making
- Customer Satisfaction
- Performance Analysis
- Business services support
- Account Management
- Client Relationships
- Strong leadership
- Client Education
- Client Relationship Building
- Staff Training
Certification
- Life, Accident & Health or sickness License
Timeline
Senior Client Services Manager
Piper Jordan
12.2008 - Current
Some College (No Degree) -
Chabot College