MONICA SENKO
New Freedom,US
Summary
Strategic account management professional with expertise in employee benefits and a proven track record of building strong client relationships. Skilled in communication, problem-solving, and strategic planning to support business goals and client satisfaction. Eager to leverage experience in Insurance & Employee Benefits to drive growth and enhance team success. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
LARGE GROUP ACCOUNT MANAGEMENT
AssuredPartners
Hunt Valley, US
11.2020 - Current
- Provided excellent customer service to ensure client satisfaction and account retention.
- Worked with Account Executive to achieve business goals by building trust and providing strategic and realistic solutions.
- Built strong client relationships through service execution, validation and good response time.
- Support client retention by maintaining a positive image with clients.
- Assist with creating open enrollment guides, finalizing client presentations for new business and renewal meetings, and gathering information related to underwriting, data analytics, marketing, and HR services.
- Enter accurate client information into agency management system and export data as needed.
- Prepare all required client facing proposal and documents for the Account Executive and assist in tracking data, changes, and client specific information.
- Actively engage in learning; study industry trends. Seek out self-directed learning to increase industry knowledge.
- Maintain carrier updates and bulletins in a shared document environment.
- Assists in coordinating and scheduling meetings with carriers as instructed by Account Executive.
- Planning and coordination of Health Fairs, coordinating with carriers, vendors and clients to provide a fantastic experience for clients and their employees.
- Led Open Enrollment presentations at client locations.
OPERATIONS MANAGER
Lizksupplyco
New Freedom, US
07.2018 - 11.2020
- Oversaw day-to-day operations and handled high-level HR duties, such as attracting talent, and setting training standards and hiring procedures.
- Analyzed organizational processes to improve quality, productivity, and efficiency.
- Oversaw and supervised the development and launch of new sales campaigns.
- Managed, motivated, and mentored team members to increase productivity and employee satisfaction.
- Optimized efficiency and productivity through the strategic implementation of effective measures to streamline processes and free up associate time.
- Increased profits by planning and introducing numerous effective promotional and sales campaigns.
- Facilitated HR responsibilities by creating a HR employee manual; assisting with recruiting, screening, interviewing, and placing workers.
- Maximized productivity by more than 50% while simultaneously streamlining and revamping processes.
TELEHEALTH PROGRAM COORDINATOR
Penn State Milton Hershey Medical Center
Hershey, US
01.2017 - 03.2018
- Offered patient education, patient support, and patient care via telehealth platform as an extension of the physician practice; focusing on patient safety, quality metrics, rules/regulations, research opportunities, and policies and procedures.
- Made virtual observations of patients and collaborated with medical staff to identify and resolve issues.
- Accurately documented all patient information.
- Recruited patients and staff to participate in the new inpatient telehealth program to confirm the program's future developments at the hospital.
- Recommended new ideas that were implemented to streamline processes.
- Proactively audited processes to identify areas for improvement.
- Skilled at making judgment-based decisions, notifying staff, and following escalation protocol.
- Collaborated with internal teams across departments to ensure effective operations of the program.
- Identified and implemented program improvements to enhance performance.
- Maintained compliance with all regulations relevant to the program activities.
- Implemented strategies to increase participation in programs among target populations.
- Analyzed program results and developed recommendations for improvement.
FLEET TITLE MANAGER
PHH Arval
Sparks, US
01.2010 - 01.2017
- Fulfilled the title and retitle process; assisting fleet drivers, managing registration, transfers, and leasebacks.
- Researched solutions to title-related issues, presenting all viable options to management.
- Liaised effectively with Department of Motor Vehicles to promptly resolve title issues.
- Facilitated open communication between multiple departments to improve productivity.
- Grew customer base by consistently delivering top-rated service and quality.
- Trained new staff members on company policies and procedures related to title processing.
- Processed requests from customers for copies of their title documents.
BENEFITS EVENING CALL CENTER SUPERVISOR
Hewitt Associates
Hunt Valley, US
01.2006 - 12.2009
- Provided expertise and knowledgeable customer care via telephone, as an experienced benefits service representative.
- Communicated with clients to understand needs.
- Provided training and leadership to team members.
- Handled escalated issues and relationships building problems within the organization.
- Maintained knowledge of insurance policies and procedures.
- Successfully managed, supervised, and motivated a team of 20 call center agents.
- Noticed by management for consistent high performance, quality scores, and communication skills.
- Minimized queue times and repeat callbacks by proactively monitoring calls for quality and coaching associates on call handling and de-escalation methods.
- Processed Enrollments, Additions, Terminations and Verifications.
- Created manuals for clients in relation to benefits and options.
Education
BUSINESS MANAGEMENT -
Central State University
Wilberforce, OH, US12-2020
REAL ESTATE FUNDAMENTALS -
John L. Scott Realty School
Seattle, WA05.1998
BACHELOR OF ARTS (B.A.) -
Lewis-Clark State College
Lewiston, ID, USHIGH SCHOOL DIPLOMA -
Auburn Senior High School
Auburn, WASkills
- Office Management
- Relationship Building
- Quality Assurance
- Problem Solving
- Account management
- Teamwork and collaboration
- Attention to detail
- Excellent communication
- Self motivation
- Operations management
- Strategic planning
- Client relationship management
Certification
Health & Life Insurance License
Career Accomplishments
- Created a HR employee manual to facilitate recruitment, screening, interviewing, and placing workers.
- Ranked within the top 10% of sales consultants in the region for sales and client retention.
- Boosted productivity 50% while streamlining and revamping processes.
Timeline
LARGE GROUP ACCOUNT MANAGEMENT
AssuredPartners
11.2020 - Current
OPERATIONS MANAGER
Lizksupplyco
07.2018 - 11.2020
TELEHEALTH PROGRAM COORDINATOR
Penn State Milton Hershey Medical Center
01.2017 - 03.2018
FLEET TITLE MANAGER
PHH Arval
01.2010 - 01.2017
BENEFITS EVENING CALL CENTER SUPERVISOR
Hewitt Associates
01.2006 - 12.2009
BUSINESS MANAGEMENT -
Central State University
REAL ESTATE FUNDAMENTALS -
John L. Scott Realty School
BACHELOR OF ARTS (B.A.) -
Lewis-Clark State College
HIGH SCHOOL DIPLOMA -
Auburn Senior High School