Nicole Farley
Shenandoah
Summary
Professional with proven track record in fostering strong client relationships and delivering exceptional service. Known for ability to drive client satisfaction and loyalty through attentive communication and customized solutions. Highly collaborative and results-focused, with reputation for adaptability and reliability. Skilled in conflict resolution and strategic planning to meet evolving client needs.
Overview
11
11
years of professional experience
Work History
Client Relationship Manager
Zenith American
05.2019 - 06.2025
- Monitors quality and quantity of work produced ensuring that appropriate quality and production internal service level agreements have been met, and insuring employees are held accountable and expectations are consistently met.
- Ensures contribution accounting/eligibility operations, internal systems, policies and procedures are in compliance with client needs.
- Resolves escalated contributions accounting/eligibility issues for customer/client.
- Maintains current knowledge of assigned Plan(s).
- Provide administrative support including coordination of Board of Trustee meetings.
- Assists with special projects and other duties assigned or required.
- Facilitate client meetings, including meeting agenda preparation oversight, report generation and follow-up.
- Review Summary Plan Descriptions, benefit communications and other client documents.
- Facilitate implementation of client requirements, filings, fund communications, and changes in benefit programs.
- Maintain effective communication and working relationships with clients, management and staff, as well as government agencies, participants, unions, contributions employers and fund advisors.
Plan Associate
BeneSys Inc (Formerly A&I Benefit Plan Administrators)
08.2018 - 05.2019
- Resolved complex issues during high-pressure situations.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
Eligibility Coordinator
BeneSys Inc (Formerly A&I Benefit Plan Administrators)
10.2017 - 08.2018
- Delivered outstanding customer support to clients, plan participants, employers, providers, and vendors.
- Assisted plan participants with benefit inquiries through in-person meetings, phone calls, and written communication.
- Oversaw reporting and open enrollment activities.
- Oversaw the process of collecting and posting various contributions.
- Applied independent judgment and analytical skills to execute critical tasks.
Enrollment Specialist
Amber Pharmacy
09.2014 - 10.2017
- Confirmed patients' insurance coverage.
- Analyzed cost responsibilities for patients.
- Managed timely distribution of medications.
- Supported patient financial aid initiatives and prior authorization.
- Demonstrated expertise in Medicare Part A, B, & D, Medicaid, and health groups.
- Adheres to established enrollment criteria set by the organization.
- Foster rapport with nursing staff and relay updates on enrollment process.
- Handled inbound and outbound calls to facilitate new patient enrollment.
Education
Associate of Science - undefined
College of Saint Mary
Bachelors in Business of Science - undefined
Bellevue University
Skills
- Highly dependable
- Excellent attention to detail
- Strong communication
- Active listener
- Problem solving
- Adaptability
- Customer service
- Client retention
- Client satisfaction
- Computer literacy
- Critical thinking
- Time management
Timeline
Client Relationship Manager
Zenith American
05.2019 - 06.2025
Plan Associate
BeneSys Inc (Formerly A&I Benefit Plan Administrators)
08.2018 - 05.2019
Eligibility Coordinator
BeneSys Inc (Formerly A&I Benefit Plan Administrators)
10.2017 - 08.2018
Enrollment Specialist
Amber Pharmacy
09.2014 - 10.2017
Associate of Science - undefined
College of Saint Mary
Bachelors in Business of Science - undefined
Bellevue University
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