Erica Abts
Green Bay,WI
Summary
Professional Customer Account Manager with extensive experience in the insurance industry. Expert at managing metrics to consistently increase Net Promoter Scores. Possesses drive and perseverance to deliver top quality service.
Overview
18
18
years of professional experience
Work History
Single Point of Contact/Account Manager
Humana
06.2018 - 01.2024
- Established strong client relationships to drive business retention
- Facilitated the resolution of disputes between brokers and Humana in a professional manner
- Evaluated customer feedback to identify areas of improvement in products or services offered through NPS processes
- Conducted regular client meetings to assess progress or any updates to service model
- Identified customer needs, developed customized solutions, and provided knowledgeable advice
- Resolved escalated broker issues efficiently and effectively within established timelines
- Addressed inquiries from leadership and department team members
- Maintained accurate records of all client interactions within Humana's CRM system
- Ensured compliance with relevant laws and regulations when dealing with clients
- Acted with minimal direction in self-directed capacities to resolve issues
- Recognized by management for providing exceptional customer service through
- Displayed strong telephone etiquette, effectively handling difficult calls
- Increased client satisfaction by building strong relationships and addressing their needs promptly
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with enrollment, claims, preauthorizations, billing, and service delivery to maintain and enhance client satisfaction.
Agent/Broker Team Supervisor
Humana
11.2009 - 05.2018
- Collaborated with other departments to coordinate workflow processes between teams
- Evaluated needs of departments and delegated tasks to associates for completion
- Provided ongoing training to address company needs
- Monitored employee productivity to provide constructive feedback and coaching
- Maintained a positive working relationship with fellow staff and management
- Reviewed completed work to verify consistency, quality and performance
- Planned and managed resources to consistently meet production, 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; including FMLA, STD, and formal coaching sessions
- Evaluated employees during annual review periods and managed pay increases.
- Maintained operating schedules to provide effective coverage for busy times
- Worked with workforce management closely
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary
- Coached staff members to develop long-term career goals.
- Responded to employee concerns or complaints by coordinating with human resources team members to solve issues
Customer Service Representative
Humana
05.2006 - 11.2009
- Completed day-to-day duties accurately and efficiently
- Prioritized and organized tasks to efficiently accomplish service goals
- Resolved customer complaints in a timely manner while ensuring customer satisfaction
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Utilized leadership skills as team lead before becoming a leader
- Updated account information to maintain customer records
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and Humana alike.
Education
High School Diploma -
Green Bay Southwest
Green Bay, WI05.1996
Skills
- Customer Relationship Management
- Employee Training
- Microsoft Office
- Customer Service Management
- Team Training and Development
- Resource Management
- Research and Due Diligence
- Account Management
- Employee Management
References
References available upon request.
Timeline
Single Point of Contact/Account Manager
Humana
06.2018 - 01.2024
Agent/Broker Team Supervisor
Humana
11.2009 - 05.2018
Customer Service Representative
Humana
05.2006 - 11.2009
High School Diploma -
Green Bay Southwest
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