Summary
Overview
Work History
Skills
Accomplishments
Awards
Timeline
Generic

Stacey Zempel

Kaukauna,WI

Summary

Experienced Client Service Manager with 10+ years at UnitedHealthcare, adept at addressing service-related concerns for brokers and group contacts. Skilled problem-solver and primary point of contact for broker and group clients. Collaborates with sales team post-installation and renewals, ensuring accountability. Actively participates in committees such as the Source of Truth Committee, compiling updates for our team, and the Culture Ambassador Committee, organizing learning sessions and events to foster a positive work culture. Recognized as a two-time Superhero finalist and recipient of the 2021 Culture Ambassador award. Former member of the Employee Engagement committee, demonstrating dedication to long-term organizational growth. Proficient in Windows PC applications, multitasking, and understanding diverse product offerings and benefit levels. Committed to achieving metrics and consistently delivering exceptional results.

Overview

29
29
years of professional experience

Work History

Dedicated Client Service Manager

UnitedHealth Group, UHG
01.2013 - Current
  • I have my own book of business, I work with brokers and the groups contacts, I help address all service-related concerns for the groups
  • I handle documents, eligibility issues, enrollments, billing, life benefits, claims concerns, escalated issues
  • I solve problems from start to finish
  • I started as an a4me advocate
  • I progressed from there and went to the National back Office where we did a little bit of everything that are front line team could not resolve on the phones with the members.
  • Facilitated knowledge-sharing sessions among team members to ensure everyone stayed informed about industry trends and best practices.
  • I did work on the Special needs team when it first started and helped get that off the ground
  • I enjoy building the relationship with the health plans, brokers and clients
  • I enjoy finding a problem and solving the problem from the start to the end
  • I enjoy collaborating as a team with my peers.
  • I enjoy solving customer problems
  • I also like being the point of contact for anybody
  • I always use the phrase the buck stops here
  • I have served on the SOP committee and have done a project where I and one other teammate would get all the Spa updates, and we would compile that information into email format and gave basic overview of what that means and then send to the NBS team
  • I was also a part of the Culture Ambassador Committee, Were I have help setup the Culture Awards Ceremony, we have done learning sessions and lunch and learn on how to bring Culture to their teams
  • I have been on Superhero finalist list in previous years 2 years running and I am also one a Culture Ambassador award in 2021
  • I have been on the Employee Engagement committee for a few years before changing to the SOP committee
  • I don't change positions very often
  • I am currently looking to advance my career and learning something knew
  • I am very comfortable and Proficiency with Windows PC applications, excel which includes the ability to navigate and learn new and complex computer system applications
  • I can multi-task including the ability to understand multiple products and multiple levels of benefits within each product
  • I have always been in a team environment and understand that we all work for the same common goal for our members
  • I have had the opportunity to do several different things and on different committee because of my performance
  • I give 110 percent daily
  • I am fully aware of metric, and I work to achieve them and if I don't I find a solution and get it resolved
  • Conducted follow-up call at end of job to verify satisfaction.
  • Developed and maintained long-term relationships with key clients, ensuring loyalty and repeat business.
  • Successfully resolved high-level escalations quickly, preserving client trust and confidence in our services.
  • Managed a diverse portfolio of clients, balancing their needs while optimizing resources efficiently.
  • Enhanced client satisfaction by promptly addressing concerns and implementing tailored solutions.
  • Streamlined communication channels for improved team efficiency and client response times.
  • Championed a culture of continuous improvement within the team, fostering collaboration and innovation in problem-solving techniques.
  • Monitored project workflow to maintain project plan and SLAs and communicated adjustments with team members.
  • 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.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Customer Service and Sales Representative

AT&T
03.1996 - 03.2015
    • I was very successful at my previous employer with AT&T for 20years
    • Achieving results continuously
    • Helping others achieve results by guiding them
    • Share ideas for rep's to be more effective
    • Very passionate on what I do and let that shine through
    • I have always had very high sales results
    • I have been successful at helping other reps learn and answer their question
    • I have won several t500 rewards for achieving sales revenue and service results
    • I have been in the top 10%
    • I have very good communication with the customers
    • I have been able to manage my time and work life very well
    • I also had a goal of making AT&T as profitable as possible which I believe I was very successful at
    • I have strong communication skills
    • Always looking for ways to make changes to make it better
    • I also know if something isn't working need to find a way to make the change
    • I have been in a sales position since 1996
    • Peer coaching
    • People respect me
    • I know what is expected very well
    • Offering experience in personnel management, project management and customer relations along with: Proven problem-solving, analytical, and creative thinking skills in a complex environment
    • Developed strong client relationships to drive repeat business and customer loyalty.
    • Achieved sales targets with strategic planning and execution.
    • Provided exceptional customer service to enhance client satisfaction.
    • Collaborated with team members to optimize sales strategies.
    • Identified client needs and tailored solutions for effective sales.
    • Delivered product presentations to inform and persuade potential clients.
    • Resolved customer issues promptly to maintain brand reputation.
    • Assisted in training new sales team members for improved performance.
    • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
    • Generated additional sales opportunities with upselling and cross-selling techniques.
    • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
    • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
    • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
    • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
    • Enhanced customer satisfaction by providing comprehensive product demonstrations.
    • Exceeded sales targets through effective planning and goal setting.
    • Led training sessions for new sales representatives, enhancing team expertise and performance.
    • Cultivated deep understanding of product features to answer questions and overcome objections.
    • Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
    • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
    • Set and achieved company defined sales goals.
    • Informed customers of promotions to increase sales productivity and volume.
    • Maintained current knowledge of evolving changes in marketplace.
    • Achieved or exceeded company-defined sales quotas.
    • Recorded accurate and efficient records in customer database.

Skills

  • Interpersonal skills
  • Oral communication
  • Written communication
  • Technical acumen
  • Project management
  • Telecommunications knowledge
  • Customer service
  • Inside sales
  • Error order correction
  • Training assistance
  • Peer coaching
  • Team performance management
  • Sales tools proficiency
  • Customer call handling
  • Sales proficiency
  • Ability to work in a fast-paced environment
  • Effective problem solving
  • Remote team management
  • Strong leadership
  • Positive attitude
  • Teamwork
  • Teamwork and collaboration
  • Cross-functional coordination
  • Meeting facilitation
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Computer skills
  • Organizational skills
  • Team collaboration
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Problem resolution
  • Relationship building
  • Customer relations
  • Team building
  • Professional and courteous
  • Task prioritization
  • Work Planning and Prioritization
  • Scheduling and coordinating
  • Self motivation
  • Customer relationship management
  • Analytical thinking
  • Conflict resolution
  • Professionalism
  • Goal setting
  • Good judgment
  • Staff management
  • Interpersonal communication
  • Complex Problem-solving
  • Documentation and reporting
  • Strategic planning
  • Negotiation and conflict resolution
  • Schedule management
  • MS office
  • Preventive Maintenance
  • Time management abilities
  • Continuous improvement
  • Adaptability
  • Professional demeanor
  • Problem-solving aptitude
  • Idea development and brainstorming

Accomplishments

    My husband and I headed up the thanksgiving meal for 15 years that was through Christ the rock community church, we would organize 600 plus volunteers on thanksgiving day, we organized the donations months in advance, the cooking, delivers and setup.

Awards

  • Culture Ambassador Award, 2021
  • Superhero Finalist, 2 years running

Timeline

Dedicated Client Service Manager

UnitedHealth Group, UHG
01.2013 - Current

Customer Service and Sales Representative

AT&T
03.1996 - 03.2015

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Stacey Zempel