Donna J. Asbury
Charleston,West Virginia
Summary
Results-oriented Client Service Executive with over 24 years experience and background in managing medical, dental, vision and consumer driven healthcare plans for the Employer Group Health Plan sector with a strong background with Taft Hartley and Union Funds. Solving client complaints and problems while remaining calm and professional. Building excellent client relationships through interaction and rapport. I am a dedicated professional with a history of meeting company goals utilizing consistent and organized practices. I am skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Client Service Executive
HealthSmart Benefit Solutions
04.2018 - Current
- Managed a diverse portfolio of accounts, ensuring top-notch customer service and support.
- Built a reputation as a trusted advisor to clients by consistently providing insightful analysis and actionable recommendations.
- Developed and maintained existing client relationship and developed new client relationships fostering trust and loyalty.
- Assisted in the development of strategic plans for key accounts, driving long-term success and profitability.
- Oversaw the onboarding process for new clients, guaranteeing a seamless transition into our services.
- Conducted regular reviews of account performance, identifying opportunities for growth and improvement.
Client Service Coordinator and Manager
HealthSmart Benefit Solutions
01.2012 - 03.2018
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
- Liaised between internal departments to expedite resolution of complex cases requiring input from multiple stakeholders.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients through regular check-ins, fostering loyalty and trust.
- Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services.
- Collaborated with sales representatives to onboard new clients seamlessly into our services offerings, ensuring a smooth transition process for all parties involved.
Customer Account Manager
Wells Fargo TPA
10.2001 - 12.2011
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Increased customer loyalty with attentive account management, fostering long-term relationships with key clientele.
- Strengthened client relationships through regular communication and personalized account management strategies.
Administrative Assistant
Blue Cross Blue Shield Of NC
01.1990 - 09.2001
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Education
Business Education Major
Glenville State College
Glenville, WVHigh School Diploma -
Clay County High School
Clay, WV05.1985
Skills
- Clear communication skills
- Client Relationship Building
- Client Retention Strategies
- Market Trends Analysis
- Meeting facilitation
- Microsoft Office
- Adobe Creative Suite
- Salesforce CRM Software
Certification
- State Insurance Licenses for Accident, Health or Sickness and Life for the States of Alabama, Colorado, Florida, Illinois, Louisiana, North Carolina, Ohio, Texas, Tennessee, Virginia, West Virginia and Utah.
Timeline
Client Service Executive
HealthSmart Benefit Solutions
04.2018 - Current
Client Service Coordinator and Manager
HealthSmart Benefit Solutions
01.2012 - 03.2018
Customer Account Manager
Wells Fargo TPA
10.2001 - 12.2011
Administrative Assistant
Blue Cross Blue Shield Of NC
01.1990 - 09.2001
Business Education Major
Glenville State College
High School Diploma -
Clay County High School
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