Summary
Overview
Work History
Education
Skills
ACHIEVEMENTS AND LEADERSHIP
Timeline
Generic

Samantha Wagner

Hatfield,PA

Summary

Dedicated, driven, team player with experience in project management, looking to join an industry leader. I am driven to efficiently lead and manage a team to create and implement solutions, using knowledge of technology, budgeting, problem solving, and communication, to provide excellent client satisfaction.

Overview

10
10
years of professional experience

Work History

Senior Service Excellence Specialist

Prudential Financial
03.2022 - Current
  • Responsible for interfacing with 2 GI Distribution offices daily by providing customer support through partnership on an assigned book of business’s
  • Resolution of escalated and transactional customer submitted inquiries through active collaboration with internal service functions
  • Proactively identify trends, pinpoint educational service opportunities, and internal process gaps within internal administrative systems
  • Input, track, and manage the closure of customer inquiries within internal administrative systems
  • Participate in meetings with external customers and internal business partners to provide consultative support in the identification of process gaps and enhancement opportunities
  • Led Disability and Life Claim, billing, eligibility, open enrollment meetings with broker and clients weekly
  • Trained SET New Hires and Accenture associates for SET team day to day tasks/inquiries
  • Point of Day-to-Day Contact for Accenture Partnership
  • Led Contracts DocuSign Initiative for SET to take ownership
  • Presented Tech Lead Sessions throughout the years for a refresher and training for the team.
  • Acts as a SME for GI Contracts
  • Created and developed SOP’s and Job Aids for client management

Contract Analyst

Prudential Financial
02.2019 - 03.2022
  • Draft all contractual documents including life and disability certificates, self-insured and insured contracts, and advice to pay agreements.
  • Statutory Disability Specialist: Managed, communicated and Responsible for all state filings to ensure private disability coverage for clients.
  • Execute Administrative Service and Absence Agreements.
  • Regulate state filings and law requirements throughout all contractual documents.
  • Quality control: Review contractual documents for Voluntary Accident Products and make sure each client is in compliance with document execution.
  • Administer and implement legal/claim requests for escalated claims and lawsuits.
  • Provide updates to the team lead on any system issues and state regulation changes.
  • Communicate client conflict resolution and contract execution to account management.

Customer Service Professional Group Insurance

Prudential Financial
07.2017 - 04.2019
  • Lead for motivational morning team building meetings communicating daily updates and client information.
  • Lead for Individual Waiver of Premium reports, meetings, and Service Request Error Project meetings.
  • Provided, gathered and tracked information for incoming clients who were at the time, insured with group insurance policies.
  • Responded to product/service related questions and overall benefit questions for the employee and/or insured.
  • Initiated, requested, and researched service requests to make changes and resolve billing and coverage inquiries.
  • Processed enrollment elections for new hires and current employees.
  • Primary representative on key client teams.
  • Specialized in PPSC, Group Universal Life, Enrollment Solutions, Individual Waiver of Premium, Medical Underwriting, and Critical Illness and Accident Insurance.
  • Worked with large clients such as USAA and Savannah River.

Admissions

Central Penn College
10.2015 - 12.2017
  • Processed and filed college applications & transcripts, while communicating with several colleges for student information.
  • Lead individual and group tours to showcase the college to prospective students and their families.

Sales Internship

PSE Credit Union
12.2016 - 06.2017
  • Developed a marketing presentation program.
  • Lead in team meetings.

Education

Bachelor Degree of Science - Business Administration

Central Penn College
Summerdale, PA
01.2017

Skills

    MICROSOFT OFFICE

    CONTRACT NEGOTIATION/EXECUTION

    ORGANIZATIONAL DEVELOPMENT

    BUSINESS MANAGEMENT

    TEAM-PLAYER

    DELEGATOR

    MULTI-TASKER

    CONFLICT RESOLUTION

    TIME MANAGEMENT

    DEPENDABLE

    INTERPERSONAL/COMMUNICATION SKILLS

    SOFTWARE DATABASE KNOWLEDGE: CUSTOMER ONE, LINX, COMPASS, ISSO, LCMS, CMWS, OMNI, HYDROGEN, SHAREPOINT, CWDS, REPOSITORY, SPARC, COMPASS, CPM, PDR, Portal, Link2GI, CONCOURSE, MICROSOFT TEAMS GI DATABASES

    Quality assessment

    Customer relations

    Analytical thinking

    Documentation management

    Expert problem solving

ACHIEVEMENTS AND LEADERSHIP

  • Student Alumni Association Central Penn College
  • Secretary of Alumni Association.
  • Resident Advisor Central Penn College
  • Resident Assistant of Suite, Inspected Suites, Monitored Campus.
  • Women’s Soccer Team
  • Team Captain, representative for Central Penn College women’s soccer on Local CBS21, first female athlete for the program, top goal scorer.
  • Athlete of the month 3 times.
  • Media Material for Central Penn College
  • Featured on Billboards, commercials, and information packets for prospective Students.

Timeline

Senior Service Excellence Specialist

Prudential Financial
03.2022 - Current

Contract Analyst

Prudential Financial
02.2019 - 03.2022

Customer Service Professional Group Insurance

Prudential Financial
07.2017 - 04.2019

Sales Internship

PSE Credit Union
12.2016 - 06.2017

Admissions

Central Penn College
10.2015 - 12.2017

Bachelor Degree of Science - Business Administration

Central Penn College

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