DEANNA DENNY

Work History

Trustmark

02.2023 - 08.2023

Administered the COBRA process, helping new members understand the enrollment process and ensuring their coverage is properly established.
Answered approximately 30 inbound customer service calls daily to assist with questions, concerns or problems.
Provided excellent service by accurately documenting customer information and call details in the CRM system.
Collaborated with team members to improve overall service center performance and customer experience.

Farmers Group, Inc.

05.2022 - 11.2022

Responding to customer inquiries regarding insurance products, policies, and claims.
Identifying and resolving customer issues related to policy changes, billing, and other concerns.
Managed about 35 calls per day with exceptional professionalism and efficiency.
Maintained a high level of product knowledge to provide accurate information and support to customers.
Utilized CRM systems to accurately track customer interactions and update account information.

Virginia Department of Health

07.2021 - 03.2022

Provided customer service for Virginia Department of Health
Mentored junior team members, providing guidance on best practices and professional development opportunities.
Designed training materials to improve the skills and knowledge of the support team, enhancing overall productivity.

Celerion

06.2004 - 03.2018

Assisted HR department with annual open enrollment period by preparing materials, organizing events, and answering employee questions.
Functioned as main point of contact for benefit carriers.
Participated in design and ongoing management of benefit plans.
Worked with leadership to support organization's business objectives and meet legal requirements.
Maintained up-to-date knowledge of industry trends and best practices through regular research and attendance at professional conferences.
Assisted in the development of employee communication materials related to benefits changes and updates, ensuring clear messaging and understanding by staff members.
Served as subject matter expert in answering questions from colleagues regarding benefits.
Evaluated existing benefits packages annually, recommending changes as needed based on industry benchmarks and employee feedback surveys.
Managed vendor relationships to ensure timely delivery of services and resolution of any issues that arose.
Educated employees on available benefit options through informational sessions, webinars, and written materials, leading to increased participation in programs.
Collaborated with payroll department to ensure accurate deductions related to employee benefits were processed each pay period.
Managed continuous enrollment processes, as well as yearly enrollment periods.