Naomi Prell
Remote Customer Care Specialist
San Antonio,TX
Summary
To be an integral cog in the most innovative organization in consumer communications that truly believes anything is possible with the right people, gaining experience in the best technology field. Passionate and ambitious Marketing Executive professional with proven experience in planning and coordinating various policies and webinar programs while simultaneously collaborating with various departments. Adept at leveraging superior communicative and interpersonal skills to successfully establish product lead growth in our B2B environment. Interacting with diverse individuals and groups at all organization levels. Creative Strategist highly regarded for championing innovative solutions that integrate and anticipate consumer trends. Results oriented and self-motivated with a proven track record of meeting deadlines while adhering to all operations' rules and regulations.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Large Group Customer Care Specialist
Benefitmall
06.2023 - Current
- Maintain great relations and rapport with brokers, carriers and employers through open communications
- Proactively identify potential escalation points and independently engaging the appropriate parties to resolve
- Develop strong relationships with internal Sales for clear communication related to the assigned accounts.
- Provide constant support to brokers and employers in one's territory by reconciling billing, enrollment, claims and benefit issues, troubleshooting all questions/concerns, documenting issues/potential problems in system, and keeping management advised of any potential problems.
- Facilitate all pertinent enrollment changes which require interaction and approval from the carrier and verification in carrier portals.
- Submit carrier installations for completeness, ensuring all information is collected/processed before carrier's deadline, working with brokers for all required documentation.
- Ensure accounts in Salesforce are up-to-date and accurate, maintaining proper financial records to keep accounting is precise.
- Prudently maintain files, verifying insureds' respective coverages through rigorous auditing, resolving any issues accordingly.
Program Advisor
Strategic Coach
06.2022 - 06.2023
- Interact with, answer questions, and provide direction for clients in the workshops
- Streamlined operations and prioritized completing tasks, allowing senior staff and sales to increase revenue by 25%.
- Play key role in improving clients' lives, who will go on to multiply their business, future and growth.
- Increase renewals by effectively addressing clients’ needs and offering solutions, and actively engaging clients, both in person and on the phone.
- Learn all concepts and tools, becoming a great resource for our clients, while handling issues with professionalism and integrity.
Account Executive
Benefitmall
09.2019 - 06.2021
- Quoted new and renewal groups, placing strong importance on both retention and cross-selling
- Ascertained goals based on current, relevant metrics to proactively identify new opportunities
- Held meetings with brokers and carrier reps to establish and maintain excellent rapport/support
- Provided weekly and monthly sales reports and revenue updates to our Market Director
- Managed multiple projects simultaneously while successfully hitting required deadlines
- Coordinated and collaborated effectively managing accounts in alliance with our BSR's, customer service department, and carrier reps
- Coordinated meetings/webinars and demos to further educate our clients
- Marketed deeper engagement, to both current and new clientele, of our product usage
Broker Sales Representative
Benefitmall
02.2016 - 09.2019
- Developed knowledge of insurance industry markets, products, and legal environments to provide a value-added service to brokers
- Maintain important relationships with carrier reps to stay on top of any new, federal mandates in medical and ancillary insurance
- Conducted regular in-office and follow-up calls with current/prospective brokers to market company services
- Proactively resolved any conflicts to brokers' issues while providing feedback to management
- Actively participated in team meetings to contribute to the our team's overall success in achieving top sales
Resolutions Analyst
United Healthcare
08.2011 - 02.2016
- Verified eligibility, coordination of benefits with insurance carriers, and final check processing for high-dollar Medicaid claims
- Researched and resolved written appeals and grievances submitted by physicians/providers
- Reviewed cases to determine if review by Clinician is required and obtained additional required documentation for case review
- Assisted in training new hires and answering current processorʼs questions due to exceeding goals for high productivity while receiving little to no errors
Insurance Representative
First Insurance of the Hill Country Agency
03.2009 - 09.2010
- Sold various types of policies to individuals including automobile, fire, and property
- Searched for new clients by networking and generating lists of prospective clients
- Customized insurance programs to suit individual customers
- Calculated premiums, established payment transactions for policyholders and their mortgage companies
- Obtained data of clientsʼ financial resources, physical condition of their properties to be insured, and any existing coverage
- Contacted underwriter and submitted forms to obtain immediate, binding coverage
Administrative Assistant
Texas Tech University
01.2006 - 09.2008
- Coordinated with the athletic directorʼs administrative staff for operational support
- Limited supervision
- Aided faculty in expediting administrative and clerical tasks as needed
- Organized, distributed, and prepared all of athletic departmentʼs mail
- Planned meetings, interviews, appointments, and events for supervisors
Education
Bachelor of Business Administration - Marketing
Texas Tech University
Lubbock, Texas08.2008
Skills
- Contract negotiations
- Project management
- Spanish - Level B2
- Client rapport
- Coordinating with various departments
- Handling important proposals
- G Suite
- Microsoft Office
- CRM
- Enterprise SAAS selling
- Webinars
- Self-Management
- Perseverance
- Teamwork
Certification
Life and Health Insurance License
Personal Information
Title: Account Executive
Timeline
Large Group Customer Care Specialist
Benefitmall
06.2023 - Current
Program Advisor
Strategic Coach
06.2022 - 06.2023
Account Executive
Benefitmall
09.2019 - 06.2021
Broker Sales Representative
Benefitmall
02.2016 - 09.2019
Resolutions Analyst
United Healthcare
08.2011 - 02.2016
Insurance Representative
First Insurance of the Hill Country Agency
03.2009 - 09.2010
Administrative Assistant
Texas Tech University
01.2006 - 09.2008
Bachelor of Business Administration - Marketing
Texas Tech University
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