Erica Abts
Green Bay,WI
Summary
Professional Customer Account Manager with extensive experience in the insurance industry. Expert at managing and forecasting key account metrics to consistently increase Net Promoter Scores. Possesses drive and perseverance to deliver top quality service.
Overview
15
15
years of professional experience
Work History
Single Point of Contact
Humana
Louisville, KY
06.2018 - 01.2024
- Supported long-term business strategies, generating guest relations feedback for process improvements.
- Established strong client relationships to drive business development.
- Facilitated the resolution of disputes between customers and the organization in a professional manner.
- Evaluated customer feedback to identify areas of improvement in products or services offered.
- Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Resolved escalated customer issues efficiently and effectively within established timelines.
- Addressed inquiries from clients and department team members.
- Maintained accurate records of all client interactions within the company's CRM system.
- Ensured compliance with relevant laws and regulations when dealing with customers.
- Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
- Understood and followed oral and written directions.
- Recognized by management for providing exceptional customer service.
- Maintained updated knowledge through continuing education and advanced training.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Billing and Enrollment Supervisor
Humana
Louisville, KY
01.2009 - 11.2020
Broker Team Supervisor
Humana
Louisville, KY
11.2012 - 05.2018
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Collaborated with other departments to coordinate workflow processes between teams.
- Organized special events such as company picnics or holiday parties for employees.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Provided ongoing training to address staff needs.
- Monitored employee productivity to provide constructive feedback and coaching.
- Maintained positive working relationship with fellow staff and management.
- Reviewed completed work to verify consistency, quality and conformance.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Coached staff members to develop long-term career goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Green Bay Southwest
Green Bay05-1996
Skills
- Employee Training
- Microsoft Office
- Customer Service Management
- Team Training and Development
- Customer Service
- Inventory Monitoring
- Team Member Development
- Resource Management
- Task Delegation
- Research and Due Diligence
- Account Management
- Customer Relationship Management
References
References available upon request.
Timeline
Single Point of Contact
Humana
06.2018 - 01.2024
Broker Team Supervisor
Humana
11.2012 - 05.2018
Billing and Enrollment Supervisor
Humana
01.2009 - 11.2020
High School Diploma -
Green Bay Southwest
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