Summary
Overview
Work History
Education
Skills
Timeline
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Jeanette Ratcliffe

Las Vegas,NV

Summary

Job Objective To work in a team environment providing excellent customer service while increasing knowledge and experience. Highly organized and detail-oriented professional passionate about executing exceptional events that achieve established goals. Experience with planning, budgeting and coordinating wide variety of both small-scale and large-scale events. Strong communicator and negotiator able to foster relationships with key stakeholders and vendors.

Overview

32
32
years of professional experience

Work History

Broker Manager Medicare Growth

Optum
01.2012 - Current
  • Medicare Growth and Retention: Responsible for developing marketing strategies to increase growth and retention in Medicare
  • Advantage plans
  • Working with brokers and providers to develop promotional opportunities within Optum brand and promote relationships that further our organizational goals while displaying exceptional communication, problem solving and brainstorming skills
  • Effectively participate in production and development of marketing material for use at sales events, health education seminars, clinics and newsletters
  • Track all development opportunities with new providers
  • Responsible for being knowledgeable about senior health plan benefits, coordinating and collecting material to educate potential members
  • Field Account Manager: Responsible for customer’s total service experience by establishing and maintaining strong relationships with clients, brokers and internal customer service associates
  • Functioning as a liaison between client's and UnitedHealth Group I assisted in resolution of service issues, customer and employees health benefits education, core wellness tools along with growth and cost savings tools
  • Conduct quarterly meetings to review outstanding member issues and communicating any service or administrative changes that would impact consumer's
  • I also assisted in producing required reports and organizing open enrollment meetings to improve consumer experience
  • Training customers on various UHC tools which include @Your Service, eServices, and eCR Reporting
  • Maintaining accurate customer information in Siebel
  • Macess, ATLAS and Rosetta to add in reporting, improvement opportunities and renewals.
  • Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
  • Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Maintained documentation, detailing assignments, in-progress work and completed project milestones.
  • Used data analytics to track lead generation campaigns and improve quality.
  • Managed workflow between staff, coordinating documents, planning, and creative material distribution.
  • Recruited and hired capable team members to add value and diverse skills set to marketing department.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Mentored local personnel on best practices and protocols to maximize productivity.
  • Generated sponsorships with related and partnering entities to enhance marketing objectives.
  • Complied with established internal controls and policies.

Senior Sales Operations Specialist

UnitedHealthcare
05.2007 - 01.2012
  • Responsible for accurate quoting and installation of sold Medical and Ancillary groups and maintaining necessary files and documentation for future reference
  • Generating monthly group and member Summary of Benefit Coverage documents (SBC) for
  • Renewals, New Groups, and Plan Changes
  • Responsible for uploading completed SBC documents to ECG Quick Connect site to be processed by
  • Duncan
  • Maintaining Key Account quoting/sold pipeline for weekly distribution to management
  • Responsible for completing monthly actuals and maintaining ongoing count of sold membership and groups
  • Printing and mailing of group contracts and amendments for group and broker
  • Assisted in processing Small Business renewals, plan changes and group information changes.
  • Trained and mentored 6 lower-level employees from 2021 - current.

Events Coordinator

Las Vegas Chamber Of Commerce
08.2005 - 05.2007
  • Responsible for planning and execution of Chamber events including working with hotels and event venues to coordinate AV requirements, menus, budget, sponsor benefits and support staff
  • Fluent use of
  • Word, Excel, PowerPoint, and Chamber database to maintain member information and accurate events calendar for Chamber use and planning
  • Created event descriptions to be published on website and for use in marketing material
  • Maintained retention database to provide accurate information on status of membership and compiled month end statistics
  • Oversight and support of Green Initiative Committee and Business
  • Education Series Committee within Chamber to improve and develop quality of events and member benefits
  • Conference Center Coordinator: Responsible for marketing, sales and event coordination of conference center
  • Maintained accurate client records including reservations, set-up, AV requirements, catering, invoicing and payment processing
  • Maintenance of yearly conference room calendar to coordinate internal and external events
  • Report and compile occupancy statistics, deferred revenue, and conference room supplies and necessities
  • Provided excellent customer service to vendors and clients to ensure successful events
  • Mail Center Specialist: Maintenance of all incoming and outgoing mail for Chamber including inventory of supplies
  • Mailroom sorting, weighting and printing to accurately provide internal and external customers with complete mailing services
  • Responsible for distribution of all internal mail
  • Receptionist: Provided service minded support to all guests and telephone inquiries regarding Chamber events and functions
  • Responsible for precise information, data entry,
  • Consulted with customers to determine objectives and requirements for events.
  • Trained and supervised event staff to complete tasks on time.
  • Proficient in Word and Excel
  • Coordinated schedules and timelines for events.
  • Brainstormed and implemented creative event concepts and themes.
  • Managed event logistics and operations.
  • Performed event coordination for larger parties and gatherings.
  • Managed administrative logistics of events planning, event booking, and event promotions.

Operations Manager, Customer Service Representative

Ultimate Electronics, E. Tropicana
11.2003 - 08.2005
  • Directly responsible for inventory management, customer service, delivery, warehouse and merchandising
  • Hiring and training all support staff to develop team unity
  • Maintained employee files on store level including vacation, pay raises, discipline, and accident report claims
  • General management of store operations and sales employees
  • Delivery Manager: Responsible for all aspects of delivery center including customer service, inventory management, scheduling and performance reviews
  • Ensured that all employees were providing excellent customer service and solving all customer service related issue
  • Responsible for providing exceptional customer service
  • Maintenance of all aspects of front end including answering phones, taking cash and credit payments on accounts, getting products for customers, working closely with all departments to make sure all customer issues was addressed
  • Balanced all transactions at completion of day and provided all necessary paperwork to corporate office.

Front End Manager

Shopko
07.1993 - 12.1997
  • Managed all aspects of customer service including cashiers, layaway and service desk
  • Provided scheduling and proper coverage in all areas
  • Directing and motivating a diverse team while providing excellent customer service
  • Providing support for all departments
  • Completed all end of day transactions involving the customer service departments
  • Service Desk, Layaway: Provided customers with exceptional customer service
  • Managed all returns, exchanges and product inquiries in person and on the phone
  • Correctly tagged and boxed all merchandise within layaway
  • Provided customer service in all departments when needed
  • Cashier: Providing fast efficient service at the checkout
  • Managing cash, check and credit card sales
  • Stocking and cleaning around the registers
  • Working with all departments to correct prices variances and improve customer satisfaction.
  • Monitored cash drawers in [Number] checkout stations to verify adequate cash supply.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Oversaw cashier operations, bookkeeping and security.
  • Maintained strong customer relations and effective customer service standards.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees through day-to-day work and complex problems.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Prepared weekly employee work schedules to meet operational needs.
  • Motivated employees to perform at peak productivity with morale-boosting programs.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Monitored cash drawers in [Number] checkout stations to verify adequate cash supply

Cashier

Sizzler
01.1992 - 01.1993
  • Taking accurate orders and providing customers with quick efficient service
  • Maintain front end including cleaning and stocking of supplies.
  • Greeted customers entering store and responded promptly to customer needs
  • Restocked and organized merchandise in front lanes
  • Performed cash, card and check transactions to complete customer purchases
  • Used POS system to enter orders, process payments and issue receipts

Education

Graduate -

Northridge High School
Layton, UT
1995

Skills

  • Cloud-Based Document Coordination
  • Contractual Obligations
  • Brochure and Publication Development
  • Videoconferencing Organization
  • Vendor Relationship Management
  • Event Tracking
  • Vendor Management
  • Team Leadership and Motivation
  • Oversee Program Operations
  • Time Management
  • Scheduling
  • Business Growth
  • Team Mentorship
  • Client Relationship Development

Timeline

Broker Manager Medicare Growth

Optum
01.2012 - Current

Senior Sales Operations Specialist

UnitedHealthcare
05.2007 - 01.2012

Events Coordinator

Las Vegas Chamber Of Commerce
08.2005 - 05.2007

Operations Manager, Customer Service Representative

Ultimate Electronics, E. Tropicana
11.2003 - 08.2005

Front End Manager

Shopko
07.1993 - 12.1997

Cashier

Sizzler
01.1992 - 01.1993

Graduate -

Northridge High School

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Jeanette Ratcliffe