Summary
Overview
Work History
Education
Skills
Timeline
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Hannah Baker

Bedford,VA

Summary

Accomplished Benefit Services Representative at Delta Dental of VA, adept in benefits administration and policy interpretation. Leveraged professionalism and strong interpersonal skills to streamline enrollment processes and enhance customer satisfaction, achieving a 95% QA standard. Expert in Salesforce CRM, proficient in data entry, and committed to maintaining integrity in all interactions.

Overview

14
14
years of professional experience

Work History

Benefit Services Representative

Delta Dental of VA
01.2024 - Current
  • Educated subscribers on benefit plan options, enabling informed decision making.
  • Facilitated resolution of complex cases involving multiple parties such as insurers, healthcare providers, and employees.
  • Streamlined benefits enrollment process for faster and more accurate submissions.
  • Ensured compliance with federal and state regulations by maintaining up-to-date knowledge of benefit laws and guidelines.
  • Checked employees' benefits enrollment for accuracy and inputted all data into Healthedge.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, and email.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Reviewed invoices from insurance carriers for accuracy before processing payments.

Professional Sales Support Representative

Advance Auto Parts and Batteries
03.2019 - 11.2023
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Organized client meetings and presentations, fostering stronger relationships with key accounts.
  • Responded to customer inquiries for scheduling of meetings, sales appointments and order status follow-up.
  • Evaluated internal processes regularly, recommending improvements that led to increased efficiency in our daily operations.
  • Coordinated logistics for trade shows and events, effectively promoting company products and services.
  • Collaborated with sales team to develop targeted strategies, increasing overall revenue.
  • Facilitated communication between sales representatives and other departments to ensure seamless order fulfillment processes.
  • Provided valuable insights through analyzing sales data which helped improve decision-making processes within the organization.
  • Recorded and analyzed sales trends to assist with development of sales strategies.
  • Tackled customer concerns and responded to inquiries within 24 hours to provide immediate issue resolution.
  • Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs.
  • Performed data entry for sales figures, metrics and other customer data.
  • Assisted in the launch of new products, successfully marketing them to target audiences.
  • Initiated communications with sales leads via phone call and electronic mediums, providing information on promotions and approved special offers.
  • Developed and maintained relationships with key accounts and existing customers.

Retail Store Support Operator

Advance Auto Parts and Batteries
08.2018 - 03.2019
  • Managing high volumes of inbound and outbound calls in a timely manner
  • Meet personal and team qualitative targets. Exceeding QA standards, averaging 95%
  • Improved customer satisfaction by efficiently addressing and resolving support issues.
  • Assisted customers with technical troubleshooting, effectively reducing downtime and increasing system reliability.
  • Ensured compliance with industry standards and regulations through diligent monitoring of all activities within the support department.
  • Acted as an escalation point for complex cases, ensuring timely resolution and high levels of customer satisfaction.
  • Streamlined support processes for increased efficiency and better customer experience.
  • Enhanced team productivity by introducing new tools or software applications that automated routine tasks.
  • Assisted with training new hires in side by sides

Lead Sales Associate

Virginia ABC
08.2016 - 09.2018
  • Handled cash register operations and customer transactions to process payments.
  • Resolved customer issues promptly, ensuring satisfaction and loyalty.
  • Processed and stocked merchandise in accordance with store standards.
  • Contributed towards improving overall store ambience by maintaining a clean and organized work environment.
  • Act as manager on duty

Guest Services Manager

Virginia Museum of Transportation
04.2011 - 08.2016
  • Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
  • Supervised a team of front desk agents and volunteers, ensuring adherence to policies, procedures, and top-notch customer service standards.
  • Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
  • Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
  • Process and maintain reports for museum admission on weekly and monthly basis for distribution to Board members
  • Assisted with the restoration of the J Class 611 locomotive
  • Organized and participated in special event days and all Train excursions
  • Secured and organized all facility rentals for the museum from child birthday parties to weddings, local chapter meetings, charity dinners and organized events.

Education

Associate of Applied Science -

Virginia Western Community College
Roanoke, VA
05-2012

Skills

  • Professionalism and integrity
  • Data entry proficiency
  • Benefits administration
  • Policy interpretation
  • Salesforce CRM experience
  • Strong interpersonal skills
  • Verbal and written communication
  • Documentation and reporting
  • Highly skilled in microsoft, salesforce and service360
  • Benefits interpretation
  • Time management
  • Problem-solving

Timeline

Benefit Services Representative

Delta Dental of VA
01.2024 - Current

Professional Sales Support Representative

Advance Auto Parts and Batteries
03.2019 - 11.2023

Retail Store Support Operator

Advance Auto Parts and Batteries
08.2018 - 03.2019

Lead Sales Associate

Virginia ABC
08.2016 - 09.2018

Guest Services Manager

Virginia Museum of Transportation
04.2011 - 08.2016

Associate of Applied Science -

Virginia Western Community College

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