KAITLAND EYER
Greencastle,PA
Summary
Dynamic Client Experience Manager with a proven track record at Sequoia Benefits, excelling in client relationship management and compliance oversight. Expert in benefits administration and data analysis, I have successfully enhanced client satisfaction and retention through strategic onboarding and effective communication. Passionate about delivering exceptional service and fostering collaboration.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Client Experience Manager
Sequoia Benefits
Remote, Remote
09.2024 - 06.2025
- Cultivated client relationships to enhance retention and satisfaction.
- Collaborated with internal teams to refine client lifecycle strategies.
- Led timely onboarding processes for clients onto Sequoia platforms.
- Partnered with Client Systems Manager to successfully implement Benefits Administration systems.
- Coordinated updates and annual renewals with clients and partners.
- Executed seamless renewals, maintaining operational continuity of Benefits Administration systems.
- Monitored benefits records to identify and rectify data discrepancies.
- Trained clients on system functionalities through effective presentations and demonstrations.
Client Service Manager
Sequoia Benefits
Remote, Remote
04.2022 - 09.2024
- Facilitated client onboarding, ensuring vendor and carrier implementations aligned with compliance standards.
- Provided ongoing support to resolve client inquiries and address issues promptly.
- Informed clients of compliance updates, industry trends, and regulatory changes to enhance awareness.
- Developed strong relationships with clients to foster trust and collaboration.
- Oversaw annual renewal and open enrollment processes, including benchmarking and strategic discussions.
- Managed client communications through employee education meetings and presentations for effective knowledge transfer.
- Collaborated with Sequoia teams on Global Benefits, 401(k), Risk Management, and HRIS/Benefits administration.
Senior Analyst, Account Management
Aetna CVS Health
Remote, Remote
10.2017 - 04.2022
- Strengthened client relationships through consistent communication and active listening.
- Created timely, accurate reports and documents for internal and client use.
- Managed a book of business valued at $950,000 across 53 accounts, achieving annual revenue growth.
- Identified leads and new business opportunities with existing clients and brokers.
- Ensured compliance with HIPAA and IRS regulations, keeping clients informed.
- Hosted client meetings, including annual reviews and benefit enrollment fairs, ensuring thorough discussions.
- Monitored client enrollment and spending, providing regular detailed reports to enhance service.
- Handled client complaints effectively, offering solutions within designated timeframes.
Senior Relationship Manager
Citibank
Hagerstown, MD
10.2016 - 10.2017
- Promoted to Senior Customer Relations Manager.
- Handled escalated complaints, providing timely solutions and follow-ups for resolution.
- Supervised daily operations and sales functions, maximizing revenue and customer satisfaction.
- Built client relationships by responding to inquiries and resolving issues promptly.
- Organized workflow and assessed staffing needs to enhance service delivery.
- Conducted training and mentored team members, fostering commitment to friendly service.
- Delegated tasks to support team, ensuring callbacks completed within 24 hours.
- Developed customer support strategy to boost retention and monitored performance metrics.
Lead Billing Specialist
Citibank N.A
Hagerstown, MD
03.2014 - 10.2016
- Promoted to Lead Billing Specialist, overseeing billing operations and process optimization.
- Resolved billing variances through thorough research, ensuring system accuracy and currency.
- Handled over 150 inbound calls daily, addressing billing dispute concerns effectively.
- Analyzed and resolved payment claims within deadlines, maintaining compliance standards.
- Enhanced customer satisfaction scores by applying conflict resolution and problem-solving techniques.
- Mentored staff on program usage to ensure consistent and efficient operations.
- Organized weekly team meetings for upper management, coordinating conference room logistics.
- Established and updated work schedules based on staffing levels and workload demands.
Fraud Operations Specialist
Citibank N.A
Hagerstown, MD
11.2012 - 03.2014
- Analyzed large datasets to detect patterns of fraud and anomalies.
- Contacted customers to inform them of fraudulent activity and reduce impact.
- Provided exemplary customer service to clients and company staff.
- Summarized key investigation findings in detailed reports for client delivery.
- Collaborated with team members to discuss fraud trends and develop countermeasures.
- Reviewed suspicious reports and transactions to uncover potential fraud.
- Executed duties in compliance with standards, policies, and regulations for a safe workplace.
- Identified issues, analyzed data, and proposed effective solutions.
Cross Trained Employee
Bob Evans Restaurants
Chambersburg, PA
03.2010 - 11.2012
- Trained employees to execute tasks according to specifications and procedures.
- Evaluated skills assessments and observations to assess training material effectiveness.
- Documented reservations in specialized software, notifying servers and managers of large parties.
- Collaborated with kitchen staff to inform customers of wait times and address food inquiries.
- Maintained detailed payment records throughout shifts for accurate cash and card processing.
- Assisted managers in resolving service and food-related issues efficiently.
Education
Bachelor of Science - Health Administration
University of Phoenix
Tempe, AZAssociate of Arts - Health Administration
University of Phoenix
Tempe, AZSkills
- Client relationship management
- Communication skills
- Problem solving
- Renewal coordination
- Benefits administration
- Data analysis
- Compliance management
- Project management
- Presentation skills
- Proficient in Rippling, Bswift, Zenefits, AWS, Salesforce, and Microsoft
- Organizational skills
Personal Information
Title: Senior Analyst, Client Management
Certification
Insurance Resident Producer: Life, Accident & Health Insurance Resident Producer: Life, Accident & Health
- Commonwealth of Pennsylvania Commonwealth of Pennsylvania
- Issued Jul 2022 · Expires Jan 2027
Timeline
Client Experience Manager
Sequoia Benefits
09.2024 - 06.2025
Client Service Manager
Sequoia Benefits
04.2022 - 09.2024
Senior Analyst, Account Management
Aetna CVS Health
10.2017 - 04.2022
Senior Relationship Manager
Citibank
10.2016 - 10.2017
Lead Billing Specialist
Citibank N.A
03.2014 - 10.2016
Fraud Operations Specialist
Citibank N.A
11.2012 - 03.2014
Cross Trained Employee
Bob Evans Restaurants
03.2010 - 11.2012
Bachelor of Science - Health Administration
University of Phoenix
Associate of Arts - Health Administration
University of Phoenix
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