Heather Davis
Tampa,FL
Summary
Strategic insurance professional with 10 years progressive experience in Group Benefit Administration and customer relationship management. Expertise in deep product knowledge combined with the ability to analyze and resolve customer-related issues by identifying root causes. A detail-oriented, resolution-driven consultant who collaborates effectively with internal partners, building strong working relationships. Skilled in implementing key management strategies in high-demand situations and consistently prioritizing tasks to complete projects ahead of schedule.
Overview
20
20
years of professional experience
Work History
Sr. Client Service Consultant
MetLife
Tampa, FL
10.2014 - Current
- Streamline processes for efficient interaction between group benefits customer and internal MetLife areas
- Provide training to HR departments on the administration of ancillary insurance products
- Provide comprehensive analysis of policy terms and conditions according to Insurance Certificate
- Oversee a portfolio of $23 million in annual premium
- Create effective billing strategies reducing past due premium to less than 0.02% of managed premium
- Performed as a Salesforce Power User, actively contributing to focus group discussions
- Implement peak season initiatives to optimize efficiency in high volume months
- Designated Learning Partner, assisting 28 individuals joining the company between 2015 and 2023.
- Collaborate with teams on preemptive measures to reduce the occurrence of service breaks and escalations for targeted groups.
Financial Specialist
Wachovia Bank/ Wells Fargo
Ocala, FL
02.2005 - 06.2010
- Assisted customers with understanding the fundamentals of banking, enhancing client relationships, and promoting the growth of banking services
- Conducted financial profile consultations, including retirement and investment assessments, as well as personal and business debt reviews and planning
- Maintained log records for monetary instruments and managed the procurement and delivery of funds
- Licensed in 215, Series 6, and 63
- Enhanced client relationships through personalized financial consultations, leading to improved customer satisfaction and retention
- Delivered informative presentations on establishing personal banking relationships to a range of organizations
- Trained newly hired Financial Specialists on products, procedures, and customer relationship management
- Provided coaching to tellers on bank products and scheduling financial profile appointments to maximize customer engagement
Education
AA in Business Management -
Santa Fe College
04-2011
Skills
- Project Management
- Root Cause Analysis
- Data Analytics
- Troubleshooting
- Deductive reasoning
- Strong Analytical Skills
- Business Process Improvement
- Conflict Resolution
- Data Visualization
- Data Interpretation
- Proficiency in Excel and Google Sheets
- Critical Thinking
- Escalation management
- Problem Solving
Websites
References
Available Upon Request
Timeline
Sr. Client Service Consultant
MetLife
10.2014 - Current
Financial Specialist
Wachovia Bank/ Wells Fargo
02.2005 - 06.2010
AA in Business Management -
Santa Fe College
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