Kelly Stubbs
Gloucester
Summary
Results-driven Benefits Advisor with expertise in employee benefits administration and human resources management. Skilled in strategic planning, policy development, and benefits program implementation. Proven ability to enhance client satisfaction through effective communication and process improvements. Resourceful in navigating complex benefits systems and ensuring policy compliance, with a strong focus on problem-solving and teamwork.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Benefits Advisor
WTW
10.2025 - 11.2025
- Advised clients on benefits packages, aligning options with individual needs and preferences.
- Analyzed client needs to recommend tailored benefit solutions.
- Administered health and retirement plans, ensuring compliance and effective service delivery.
- Resolved customer inquiries regarding insurance coverage, policy changes, and premiums, enhancing client satisfaction.
- Researched new products and services available from providers to ensure the best value for the company's benefit offerings.
Isurance agent
Foundever
03.2025 - 05.2025
- Assisted clients in selecting appropriate insurance policies for their needs.
- Educated clients about insurance products and benefits to enhance understanding.
- Managed client inquiries and resolved claims and coverage issues to enhance customer satisfaction.
- Conducted regular policy reviews to ensure coverage remained adequate and relevant.
- Educated customers on the importance of adequate insurance coverage to promote informed decision-making.
- Provided customers with information regarding plan features, pricing, and availability.
- Developed relationships with new clients through cold calling and referrals, contributing to client base growth.
- Assessed customer risk levels and recommended appropriate coverage options.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Processed payments received from clients promptly according to established procedures.
- Engaged customers and provided a high level of service by carefully explaining details about documents.
- Maintained accurate client records in the insurance management system for compliance purposes.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
Verification/Credit Manager
Vacation Village Resorts
Yorktown
04.2024 - 01.2025
- Led team to enhance credit approval efficiency, cutting approval time by 18%.
- Implemented new verification protocols, leading to significant risk reduction and improved compliance.
- Managed credit verification processes, reducing errors by 12% and enhancing overall accuracy.
- Collaborated with departments to resolve credit issues, enhancing client satisfaction and retention.
- Analyzed credit data to identify trends, supporting strategic decision-making.
Collections Agent
Citizens Bank
Virginia Beach
11.2023 - 02.2024
- Managed high-volume accounts, implementing strategic collection tactics and negotiating payment plans to achieve significant recovery rates for Citizens Bank.
- Negotiated payment plans, reducing delinquent accounts by 12% through strategic solutions.
- Resolved 200+ collection cases monthly, utilizing empathetic communication to foster positive customer interactions.
- Implemented data-driven strategies, resulting in improved recovery rates.
- Utilized analytical skills to identify trends, enhancing process efficiency.
- Collaborated with team to enhance customer satisfaction, leading to consistently positive feedback.
Customer Service Agent
Alorica
10.2020 - 02.2021
- Assisted customers with inquiries and resolved issues efficiently.
- Resolved customer complaints quickly and efficiently.
- Achieved high customer satisfaction by delivering accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Guided customers through product features and usage instructions.
- Maintained knowledge of company products and promotions to assist clients effectively.
- Handled billing inquiries, processing payment transactions securely and efficiently.
- Managed customer accounts, ensuring accurate updates and information retention.
- Processed orders and tracked shipments to ensure timely delivery.
- Communicated with team members to improve service quality.
- Documented customer interactions for future reference and analysis.
- Provided product information to customers in a timely manner.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
Front Desk Hotel (Temp position)
Comfort Inn and Suite
Newport News
04.2020 - 08.2020
- Resolved customer issues with knowledgeable and friendly service, contributing to high satisfaction levels.
- Delivered excellent service and focused attention to customers in face-to-face interactions and phone conversations.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Proposed innovative ideas and solutions that improved team collaboration and effectiveness.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Medical Aid
Public Partnerships
01.2011 - 11.2018
Medical Records Clerk
Orthopedic Surgery Center
Portsmouth
03.2006 - 08.2010
- Maintained accurate patient records through electronic health record systems.
- Organized and processed medical documents for efficient retrieval by healthcare staff.
- Ensured compliance with health information privacy regulations.
- Assisted healthcare staff in accessing necessary patient information.
- Coordinated the transfer of patient records between departments.
- Managed requests for medical records from patients and providers.
- Trained new staff on record management procedures and systems.
- Monitored record-keeping practices, enhancing accuracy and supporting compliance with regulations.
- Processed incoming medical records requests.
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
- Organized patient charts, gathering medical histories, lab results and consents.
- Scanned and validated medical records for upload.
- Entered data into electronic health record systems.
- Retrieved medical charts for healthcare staff for filing in medical records.
- Retrieved patient medical records in response to requests from authorized personnel.
- Updated patient files with new medical information.
- Scanned paper records into digital format.
Education
Bachelor's Degree - Marketing
Full Sail University
Clearwater, FL08.2025
Skills
- Benefits Presentation
- Budget Planning
- Regulatory Compliance
- CRM
- Customer Retention
- Client management
- Benefits Training
- Customer Service
- Customer support
- Process Improvement
- Market research
- Industry Research
- Data analysis
- Analytical Thinking
- Strategic problem-solving
- Problem-Solving
- Time Management
- Task prioritization
- Multitasking
- Organization
- Team Collaboration
- Team building
- CRM
- Leadership
- Communication
- Effective communication
- Written communication
- Conflict Resolution
- Empathy
- Adaptability
- Networking
- Self motivation
- Reliability
- Attention to detail
- Critical thinking
- Decision-making
- Problem-solving
- Continuous improvement
- Time Management
- Budget Planning
- Continuous improvement
- Problem-solving
- Training
- Report writing
- Team collaboration
- Effective communication
- Records maintenance
- Self motivation
- Attention to detail
- Effective communication
- Decision-making
- Time management
- Microsoft Excel proficiency
- Time management
- Relationship management
- Self motivation
Accomplishments
- Managed collections, resolving 200+ cases monthly with empathetic communication.
- Negotiated payment plans, reducing delinquent accounts by 12% through strategic solutions.
- Utilized analytical skills to identify trends, enhancing process efficiency.
- Collaborated with team to improve customer satisfaction, achieving positive feedback.
- Implemented data-driven strategies, resulting in improved recovery rates.
- Managed high-volume accounts, implemented strategic collection tactics, and negotiated payment plans, resulting in substantial recovery rates for Citizens Bank.
- Managed credit verification processes, reducing errors by 12% through improved accuracy.
- Led team to enhance credit approval efficiency, cutting approval time by 18%.
- Collaborated with departments to resolve credit issues, improving client satisfaction.
- Analyzed credit data to identify trends, supporting strategic decision-making.
- Implemented new verification protocols, resulting in measurable risk reduction.
Personal Information
Title: Customer Service Representative
Certification
Personal Lines Isurance License
Virginia
Virginia
Timeline
Benefits Advisor
WTW
10.2025 - 11.2025
Isurance agent
Foundever
03.2025 - 05.2025
Verification/Credit Manager
Vacation Village Resorts
04.2024 - 01.2025
Collections Agent
Citizens Bank
11.2023 - 02.2024
Customer Service Agent
Alorica
10.2020 - 02.2021
Front Desk Hotel (Temp position)
Comfort Inn and Suite
04.2020 - 08.2020
Medical Aid
Public Partnerships
01.2011 - 11.2018
Medical Records Clerk
Orthopedic Surgery Center
03.2006 - 08.2010
Bachelor's Degree - Marketing
Full Sail University