Jessica DeMarco
Pacific Grove,CA
Summary
Experienced Senior Account Representative with a strong ability to effectively manage account needs, resolve issues, and ensure proper documentation. Skilled in promptly addressing client and regional managers' requests, efficiently updating systems, and diligently following up with both clients and management. Adept at maintaining accurate records, providing exceptional customer service, and consistently meeting deadlines.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Account Representative
Ascensus Retirement Services
10.2022 - Current
- Service Qualified Retirement plans including 401k/ 403b plans
- Perform ad-hoc research
- Assist with cash management and reconciliation
- Bridging gap between front and back office to process transactions
- Assist with calculations
- Prepare and deliver audit materials
- Communicate with clients/advisors
- Assist with plan terminations and de-conversions
- Provide thorough, high-quality research, problem solving and issue resolution
- Perform other duties and participate in or lead special projects assigned
- Maintain and continue to grow detailed knowledge and understanding of retirement plan rules
- Provide training and guidance to members of team
Director of Operations
Morrison Healthcare
09.2016 - 02.2022
- Research, resolve, document and accurately respond to Regional Director, partner or client inquires and service requests
- Communicate and coordinate with client or other departments to ensure accurate information is available to support business needs
- Manage meetings set up, document findings in the formal meeting minutes and notify staff of decisions
- Monitor and maintain critical provider information in various systems
- Review team member quality assurance reports on a regular basis and working with leadership to prepare follow-up documentation
- Act as first-level intake and triage for incoming provider call line, data clean-up efforts and specified team email box requests
- Support the client and regulatory audit process to include pulling required documentation and review of provider files for accuracy
- Gain industry knowledge to support internal and external business partner relationships
- Support the re credentialing process and audit support functions to and county and client standards
- Ensure requested information is delivered within specified timeframe and completed accurately
- Maintain high standards in all written or verbal communications with providers.
Supervisor
Target
10.2010 - 09.2016
- Demonstrate a service culture that prioritizes the guest service experience
- Model, train and coach expectations to deliver the service standard
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
- Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery
- Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
- Be a champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience
- Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences
- Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path
- Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
- Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors
- Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas
- Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest.
Skills
- Client Service
- Deadline Management
- Microsoft word
- Microsoft Excel
- Ad Hoc Reporting
- Processing
- Problem Solving
- Detail Oriented
- Communication Skills
- Adaptable
- Team Training
Certification
- Retirement Plan Fundamentals, American Society of Pension Professionals & Actuaries - 11/01/2023
Timeline
Senior Account Representative
Ascensus Retirement Services
10.2022 - Current
Director of Operations
Morrison Healthcare
09.2016 - 02.2022
Supervisor
Target
10.2010 - 09.2016
- Retirement Plan Fundamentals, American Society of Pension Professionals & Actuaries - 11/01/2023
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