Lori Hernandez
CA
Summary
Skilled employee benefits professional with a strong emphasis on integrity and ethics. Seeking to join a team driven by passion for advocacy and helping others understand a complex and ever-changing industry. Experienced in leading and mentoring others to enhance their understanding and knowledge within the industry, ultimately guiding them towards confidence and job satisfaction. Aims to achieve these goals to deliver results that align with the agency's desires and contribute to sustainable group growth.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Client Executive, Specializing in Medicare
Marsh & McLennan
07.2023 - Current
- AHIP certification and carrier certifications yearly. Connect with carriers for education.
- Took over a large book of existing clients, build relationships to maintain client base.
- Part of a team that is a resources for group client's with employees who have needs to understand Medicare.
- Conduct one-on-one meeting with those approaching Medicare to understand all the complexities of Medicare and how to make decisions that is appropriate for their personal situations. With end result to enroll them in their chosen plans.
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services while maintaining high levels of satisfaction.
- Enhanced client relationships by identifying their needs and providing tailored solutions.
- Continuously monitored industry trends to identify emerging markets or technologies offering potential new business opportunities.
- Mentored junior team members, fostering a positive work environment and encouraging professional growth.
- Manage high levels of emails and provide timely responses to team or clients. On average during busy season manage on average 70 emails daily along with 5 - 6 schedule client calls.
Sr Client Manager
Marsh & McLennan
01.2020 - 07.2023
- Mentored junior team members in effective account management techniques, resulting in increased productivity levels across the department.
- Developed targeted sales strategies to successfully upsell products and services to key clients.
- Collaborated with marketing teams to develop materials that showcased the company''s value propositions for prospective clients.
- Managed a diverse portfolio of high-value clients, ensuring retention and loyalty through excellent service delivery.
- Negotiated contract renewals with a focus on retaining profitable business while maintaining healthy margins.
- Strengthened long-term client relationships through regular communication, understanding their needs, and delivering tailored recommendations.
- Increased client satisfaction by providing exceptional account management and personalized solutions.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Prepared sales presentations for clients showing success and credibility of products.
- Worked with team, to train and grow their knowledge and skill to service accounts.
- Manage high levels of emails and provide timely responses to team or clients. On average during busy season manage on average 70 emails daily along with schedule and unscheduled client calls.
- Experienced in conducting in-person and virtual OE meetings.
Client Manager Small Group
Marsh & McLennan
04.2018 - 01.2020
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Established trust with clients through consistent follow-up and a commitment to understanding their unique business needs.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved in each project or campaign execution.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Implemented new processes to streamline workflow and improve overall efficiency within the team.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated with cross-functional teams to identify opportunities for growth and expansion of services offered.
- Trained new employees on company policies, procedures, and best practices, ensuring seamless integration into the team dynamic.
- Managed a diverse portfolio of clients, ensuring optimal results by tailoring strategies to individual needs.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Managed accounts to retain existing relationships and grow share of business.
- Manage high levels of emails and provide timely responses to team or clients. On average during busy season manage on average 70 emails daily along with schedule and unscheduled client calls.
Key Accounts Leader
CAP Insurance Services
06.2016 - 04.2018
- Oversees and participate in managing entire book of small group accounts, to include but not limited to market accounts, create proposals, renewal presentation , open enrollment meetings, service and sales
- Manage and process all Medicare, individual and life applications
- Creating internal standards and best practices
- Working with clients on compliance
- Team Member in developing marketing efforts and design of new website
- Accounts payable
- Developing a commission tracking system for all business
Sr. Account Manager/Team Leader
BOLTON CO
12.2013 - 01.2016
- Managing a book of business assigned to me as well as newly assigned accounts (55 accounts)
- Working as a team member to assist in maintaining clientele and company growth
- Market accounts, create proposals, sales and service , open enrollment meetings, renewal presentations and maintenance of groups
- Maintaining electronic files , update CMS system/EPIC, assist with commission
- Creating a Standard policy for small group services /client assignment to AM’s
- Working with Management Team on a special exchange program, learning how to sell, create marketing materials
- Team leader duties such as : approving time off/sick-time/vacation, approving timesheets for payroll, and learning company policy for annual reviews
- Sold new products and services and developed new accounts to maximize revenue potential.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Worked with customers to develop strategic business and account plans.
Consultant/Sr. Account Manager/Marketing
GALLAGHER BENEFITS SERVICES
06.2010 - 12.2013
- Managing a book of business that I brought along, as well as, newly assigned accounts (80 accounts) as well as assisting on 48 other groups
- Working as a team member to assist in maintaining clientele and company growth
- Market accounts, create proposals, sales and service , open enrollment meetings, renewal presentations and maintenance of groups
- Maintaining electronic files ,update parts of Sales Force software and some Benefit Point updates, learning DMS system to teach and train other team members
- Team leader on electronic file committing, standardizing file system
- Helping to standardizing forms and proposal templates
- Obtained Covered CA certification and appointment
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Conducted thorough market research and analysis, providing valuable insights for client decision making.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
Agent
INTEGRITY ALLIANCE INSURANCE SERVICES
06.2000 - 01.2010
- Started my own agency in June of 2000 (still have an active small book)
- September 2004 - Began working the business full-time
- Sales, service, and maintenance of all groups and individual clients
- Running all aspects of business while continuing to grow my clientele
Administrative Assistant
PRIETTO INSURANCE SERVICES
01.1997 - 01.2004
- All administrative duties (Receivables, Payable, General Bookkeeping)
- Preparations of all proposals and presentation materials
- Client recruitment and appointment scheduling for sales agents
- Client Support (Assisted in presentations, enrollments, problems solving, claims support, ACT database)
- Database maintenance, reports, and tracking of sales
- Field underwriting, pre-underwriting and assist in policy issuance
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Secured my insurance license to comply with new DOI guidelines and began to build a client base of my own, with the support of my employer.
- Learned how to effectively educated people on life and disability benefits.
Office Manager/Head Underwriter/Data Entry
GROUP BENEFITS PLUS
01.1986 - 01.1997
- Started as receptionist in 1986 and was quickly promoted to Specialty Marketing.
- Provided marketing, SCR, and product education to the agent community.
- As Office Manager, I managed 3 locations, all the employees and all aspects of running the office.
- Managed agent licensing, appointments, and addressed issues with the Department of Insurance (DOI).
- Supporting agents directly and sales staff while in the field.
- Accounts receivable, accounts payable and commissions.
Education
High School Diploma -
Walnut High School
Walnut, CASkills
- Expertise in Relationship Development
- Customer Relationship Development
- Account Management Expertise
- Client retention strategies
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Detail-oriented
- Multitasking
Educationprofessionaldevelopmentrecognition
- Dale Carnegie courses completed: Employee Management Seminars, Supervisor/Management Seminars, Stress Management Seminar, Sexual Harassment Seminars, C.O.B.R.A. Certification, and H.I.P.A.A. CE Education Courses.
- I attend Continuing Education Classes to maintain current licenses and to keep my knowledge sharp and up-to-date with current market trends and legislation.
- In the 1st year of employment of Bolton, was given a special bonus due to my efforts and stepping into the team-leader role.
- In December 2014 was recognized as employee of the month (nominated by a fellow co-worker) due to the hard work and efforts I had accomplished with a few difficult clients.
Keyaccomplishments
- May 2000, Obtained my Health & Life license
- June 2004, Started my own agency
- May 2008, Received the Health Net’s award for Top 50 Sales
- 12/01/2014, Employee of the Month with Bolton & Co
Certification
VBS and GBSD
AHIP Certified
Timeline
Client Executive, Specializing in Medicare
Marsh & McLennan
07.2023 - Current
Sr Client Manager
Marsh & McLennan
01.2020 - 07.2023
Client Manager Small Group
Marsh & McLennan
04.2018 - 01.2020
Key Accounts Leader
CAP Insurance Services
06.2016 - 04.2018
Sr. Account Manager/Team Leader
BOLTON CO
12.2013 - 01.2016
Consultant/Sr. Account Manager/Marketing
GALLAGHER BENEFITS SERVICES
06.2010 - 12.2013
Agent
INTEGRITY ALLIANCE INSURANCE SERVICES
06.2000 - 01.2010
Administrative Assistant
PRIETTO INSURANCE SERVICES
01.1997 - 01.2004
Office Manager/Head Underwriter/Data Entry
GROUP BENEFITS PLUS
01.1986 - 01.1997
VBS and GBSD
AHIP Certified
High School Diploma -
Walnut High School
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