Shannon Del Rio
Oxnard,CA
Summary
Professional with strong expertise in client relations, negotiation, and market analysis. Adept at fostering team collaboration and consistently achieving high-impact results. Highly adaptable, with skills in financial planning, risk management, and regulatory compliance. Known for reliability and flexibility in dynamic environments.
Overview
7
7
years of professional experience
Work History
CA Small Group Broker Services Rep II
Anthem Blue Cross
Thousand Oaks, CA
01.2015
- Excellent phone customer service to agents & brokers
- Assist with issues regarding their small group members.
- Processes requests to update broker of record information
- Resolves complex issues requiring extensive research
- Assist with obtaining/understanding renewals for brokers
- Specialty Product knowledge & provided information such as summaries/rates/understanding of how products work
- Supports (assigned) Account Managers with ACE broker needs/requests via emails/phone calls.
- Acted as an interim lead for temp staff during Open Enrollment season duties to include answering questions for reps, assisting them with their phone calls, mild training in navigating the systems and tools to assist the brokers, assisted with understanding the products we sell and where to find literature.
- Maintained positive Agent/Employer/Member relationships.
- Provided information and recommend solutions for members’/employers’ insurance plans.
- Provided customer service to brokers by addressing questions and resolving requests in a timely manner.
- Utilized computerized systems to properly document all client inquiries, replies, and information gathered.
- Handled escalated issues and provided resolutions.
- Current responsibilities include excellent customer service to agents & brokers to assist with issues regarding their small group members and processing email requests to update broker of record information for individual policies.
- Anthem PERM re-hire 2/9/15
CA Small Group Concierge Administrator
Anthem Blue Cross
CA (WFH)
12.2018 - Current
- Delivered specialized phone and correspondence assistance to Tier 1 elite agents, ensuring prompt resolution of inquiries.
- Developed and maintained positive relationships with agencies and brokers to support effective communication.
- Executed accurate processing of membership enrollments, terminations, and demographic modifications to ensure data integrity.
- Achieved resolution of billing inquiries through diligent research efforts. Secured invoice copies to facilitate extensive audits. Enhanced billing processes by implementing effective revisions, resulting in improved accuracy.
- Oversaw processing of renewal changes and effectively handled service issues and inquiries to ensure client satisfaction.
- Facilitated successful onboarding of seasonal temporary staff by managing equipment inventory and supply procurement. Enhanced operational readiness through effective resource allocation.
- Managed individual book of business and provided assistance to colleagues in optimizing their client portfolios.
- Coordinated interim leadership responsibilities, training seasonal temporary employees and ensuring seamless management of correspondence.
- Provided assistance to agents with inquiries, ensuring high standards of customer service and satisfaction.
- Handled agent complaints effectively, resolving issues promptly to maintain positive relationships.
- Collaborated with team members to streamline communication and improve operational efficiency.
Education
General Studies
Oxnard College
Oxnard, CASkills
- Great people skills (positive and motivating)
- Excellent organizational and time management skills
- Self-motivated
- Proficient with Microsoft Office programs
- Savvy with computer technology and software
- Received multiple employee awards recognizing quality
- Responsible and dependable
- Patient and composed of stressful situations
Timeline
CA Small Group Concierge Administrator
Anthem Blue Cross
12.2018 - Current
CA Small Group Broker Services Rep II
Anthem Blue Cross
01.2015
General Studies
Oxnard College