Shannon Darrow
Marysville,WA
Summary
Customer-centric sales professional with a track record of driving growth, optimizing efficiency, and increasing profitability. Proven expertise in fostering client relationships and ensuring customer loyalty and satisfaction. Strong strategic planning, leadership, and problem-solving abilities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Benefits Account Manager
Advanced Estate Insurance & Insurance Services, Inc.
San Mateo, CA
05.2022 - Current
- Responsible for Managing ongoing client service relationships for book of business through providing guidance and understanding to navigate their group's employee benefits
- Manage ongoing client service tasks and identify potential problems and develop strategic solutions
- Maintain both internal and external partner relationships through clear communication and follow up
- Oversee benefit renewal coordination and conduct employee benefit meetings
- Deepen client relationships by identifying gaps in benefit coverage & potential commercial cross sale opportunities
- Provide ongoing benefit education and support documents for groups to communicate annual renewal and benefits onboarding procedures
- Remain current and up to date with carrier plan changes & state mandates
Benefits Account Manager
Wingert Financial Services
Mill Creek, WA
01.2017 - 04.2022
- Responsible for retaining clients within assigned book of business through strategic and day to day management ensuring client service needs are met
- Serves in an advisory capacity for clients, identifying potential risks and developing strategic benefit design during renewal
- Clearly establish and communicate timelines with client and partners involved during renewal process keeping them apprised of changes and renewal updates
- Assists clients with compliance documents as applicable
- Coordinate developing and delivering appropriate plan documents such as booklets, contracts, SBC’s, SPD’s etc
- Oversee the onboarding of new group business in collaboration with the sales executive to establish an efficient onboarding process
- Conduct open enrollment meetings
- Remain up to date and knowledgeable on compliance issues governed by legislation and regulations impacting employer sponsored health and welfare plans, such as HIPAA, ERISA, SEC 125, PPACA and the state health insurance exchange
- Grows existing book of business through uncovering cross-selling opportunities
- Work efficiently with carriers and TPAs for timely problem resolution
- Remain current and up to date with carrier plan changes and maintain strong carrier partner relationships
Relationship Manager
Bank of America N.A.
Shoreline, WA
01.2016 - 12.2017
- Engage customers to assist, educate, and train customers on how to conduct simple transactions through self-service technologies
- Work with customers to build and deepen relationships by uncovering financial needs and recommending the best products, services, and solutions to meet those needs
- Develop new business by utilizing company approved marketing tools and local marketing strategies
- Ensure customers are connected to the appropriate teammate to make sure all sales, service, and specialized needs are met
- Respond to customer inquiries and concerns, creating customized solutions
- Recognize and refer cross-sell opportunities
- Proactively manage risk in every business, product, and service transaction leveraging available tools
Senior Account Coordinator (new Sales) and Student Insurance
Premera Blue Cross
Mountlake Terrace, WA
01.2011 - 12.2016
- Provided world-class customer service, assisting Account Coordinators and Sales Associates in their support of groups and brokers
- Helped conduct employee meetings and participated in benefit fairs
- Enhanced sales opportunities by meeting with external clients and agents as necessary
- Resolved external customer conflict in a professional manner
- Developed, documented, and implemented group specific work plans and partnered with Account Manager in the development and execution of the strategic account management plan
- Successfully coordinated with Underwriting and other internal departments
- Led group enrollment, probationary periods, broker/group address changes, and requests for additional ID cards, benefit booklets, out-of-state directories, or broker and group supplies
- Helped prepare group proposals and RFP’s
- Directed research and resolution for group/broker level service issues
- Collaborated successfully with internal partners to review and resolve issues utilizing the LEAN process
- Effectively trained, coached, and mentored associates utilizing the AGILE process
- Researched, investigated, and resolved higher complexity billing, reconciliation, and enrollment discrepancies
- Optimized sales, quality, and production by establishing and implementing effective methods
- Recognized as subject matter expert for Student insurance cross departments to implement more efficient processes
- Exceeded departmental production, turnaround time, reporting, and quality metrics
- Delivered efficient and accurate reporting and execution of assigned activities by maintaining the EDGE database
Education
PACE Management Graduate -
01.2006
Business Management -
University of Phoenix
01.2004
Skills
- Delivering High Level Customer Service
- Accurate Account Management
- Team Building & Employee Relations
- Project Management
- Communication
- Relationship Building
- Problem Resolution
- Sales Management
- Process Improvement
- Training & Development
- Revenue Generation
- Financial Control
- Relationship building and management
- Client meetings
- Business strategies
- Client Relations
- CRM Software
- Prioritizing workflows
- Account Management
- Client Relationship Management
- Needs analysis
- Account Servicing
- Customer Service
- Data Analytics
- Employee benefits administration
- HIPAA Compliance
- HR information systems
- Benefits Administration
- Compliance knowledge
- Document Preparation
- Benefit development
- Open enrollment coordination
- Vendor Relationship Management
- Benefit policy interpretation
- Medical insurance understanding
- Employee communication
Certification
- CA Non-Resident License #4210962 - Accident & Heath or Sickness - Life
- WA License #878067 - Property, Casualty, Life Disability
References
Available upon request
Timeline
Benefits Account Manager
Advanced Estate Insurance & Insurance Services, Inc.
05.2022 - Current
Benefits Account Manager
Wingert Financial Services
01.2017 - 04.2022
Relationship Manager
Bank of America N.A.
01.2016 - 12.2017
Senior Account Coordinator (new Sales) and Student Insurance
Premera Blue Cross
01.2011 - 12.2016
- CA Non-Resident License #4210962 - Accident & Heath or Sickness - Life
- WA License #878067 - Property, Casualty, Life Disability
PACE Management Graduate -
Business Management -
University of Phoenix
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