Emily Zuflet
Implementation Manager
Sherman,TX
Summary
Enthusiastically seeking a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Highly motivated to learn, grow and excel.
Overview
5
5
years of professional experience
Work History
Implementation Manager
HealthEquity
Lehi, UT
09.2022 - 05.2025
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
Broker Manager I
HealthEquity
Draper, UT
11.2021 - 09.2022
- Manage clients and brokers relations by assisting with portal navigation, renewals, terminations, claim resolution, and setup issues.
- Trained teammates in system and process flow navigations.
- Broker/client escalations
- High performance - 30-50 calls a day keeping team SLA 85% or higher while completing 10-20 cases per day.
Client Service Specialist
HealthEquity
Irving, TX
02.2021 - 11.2021
- Provided knowledgeable service and support for all clients/brokers while clients/broker needs while migrating platforms.
- Kept strong focus on customer satisfaction while handling large volumes of calls and cases.
- Educated clients/brokers on new Covid-19 regulations and processes regarding Reimbursement and Commuter accounts.
- Established new relationships through exceptional customer service with existing brokers.
Member Service Specialist
HealthEquity
Draper, UT
12.2019 - 02.2021
- Resolved member discrepancies regarding HSA, HRA, and FSA accounts.
- Assisted members with account issues such as login help, portal navigation, claim issues, and accounting/billing issues.
- Educated members on maximizing their earning potential through using and/or adding services HealthEquity provides.
- Made it a goal to put my personal touch with every member interaction to help build trust between HealthEquity and the members.
Education
High School Diploma -
Lone Peak High School
Highland, Ut05.2000
Skills
- Skilled on Classic, V5 and Complink platforms
- Customer Satisfaction
- Proactive and Focused
- Problem Anticipation and Resolution
- Adaptable to Changing Conditions
- Customer Experience
- Prioritizing and Planning
- Typing and 10-Key Entry
- Relational Skills
- Client Rapport-Building
- Sales Support
- Business Relationship Management
Timeline
Implementation Manager
HealthEquity
09.2022 - 05.2025
Broker Manager I
HealthEquity
11.2021 - 09.2022
Client Service Specialist
HealthEquity
02.2021 - 11.2021
Member Service Specialist
HealthEquity
12.2019 - 02.2021
High School Diploma -
Lone Peak High School
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