Shanteia Warren
Employee Benefits Account Management
Greensboro,USA
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
18
18
years of professional experience
Work History
Employee Benefits Account Manager
Brown & Brown Insurance Agency
06.2022 - 05.2023
- Developed and maintained solid relationships with employers in order to retain their business.
- Assigned 60+ clients that range from self-funded to fully insured, with account sizes over 100+ lives.
- Supported producers as it relates to obtaining and presenting renewals to clients.
- Obtained alternate quotes from carriers for all lines of coverage.
- Presented renewal spreads to clients and submits plan selections to carriers for implementation.
- Resolved daily service requests regarding claims, benefits, eligibility, and billing.
- Educated new hires about different benefit plans.
- Kept programs in line with plan structure, company policy and legal requirements.
- Evaluated different providers offering range of services, coverages and plan options to pick optimal choice.
- Audited benefit programs and agreements to optimize service delivery.
- Directed and controlled 401K, medical, dental, and vision benefit packages.
- Oversaw open enrollment processes during each quarter.
- Assessed client requirements and developed targeted benefits solutions.
- Expedited benefit delivery by establishing working relationships with benefit providers.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Account Executive
AssuredPartners
11.2019 - 07.2021
- Fostered solid business relationships with clients and members through delivery of high-quality service and swiftresolution of service needs.
- Maintained the book of business with 100 clients; also, retain clientele by ensuring utmost client satisfaction with services rendered.
- Partnered with sales executive and contribute towards concerted team effort for supporting clients and satiating all bespoke service requirements.
- Maximized organizational revenue generation coordinating with multiple insurance carriers, systematically processing new business as well as renewal, and effectively resolving service issues.
- Managed all aspects of the documentation through systematic processing of enrollments, terminations, and ID card issuance.
- Proved instrumental in significantly reducing the number of errors in online submissions as well as completion of new business and renewal paperwork.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Serviced accounts and proposed new products and services to maximize revenue.
- Gathered information from clients to secure accounts, verify payment and identify special requirements.
- Applied needs-based analysis to assess current satisfaction and importance of various product features to customers.
Small Business Senior Client Service Manager
United HealthCare
11.2005 - 09.2019
- Nurtured customer-focused and metrics-driven work culture through improve collaboration between sales team and operations function
- Delivered memorable service experience to all clients and ensured sustained revenue generation by effectively managing client communication and needs as well as by timely resolving conflicts, compliance, and service issues
- Rendered expertise as primary service contact for brokers, managed client expectations/service needs, maintained service excellence, and built rapport/trust with clients by exceeding service requirements
- Negotiated client contracts and secured deals on favorable terms
- Captured new while retaining existing business by partnering with the sales and various other internal partners
- Enabled Brokers and HR Managers to reduce the time spent on processing and submitting online requests via
- UHC tools by providing guidance on required measures to swiftly escalate issues and avoid delays and missed deadlines.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Mentored departmental team, boosting efficiency, success and morale among employees.
Education
Bachelor of Arts - Psychology
Guilford College
Degree - Medical and Health Office Technology
Brookstone College
Licenses & Certifications NC Health and Life Insurance License - undefined
Skills
- Exhibit exceptional leadership, interpersonal, analytical, and cross-functional skills Technically proficient in
- Microsoft Word, Outlook, PowerPoint, Excel, Salesforce, and WebEx
- Customer Satisfaction
- Organizational Standards
- Confidential Records Management
- Organizational Systems
- Microsoft Office Suite
- Account Servicing Abilities
- Productivity Standards
- Inbound Calls
- Benefit Auditing
- Enrollment Coordination
- Benefits Options
- Medical Insurance Understanding
- Reading Comprehension
- Open Enrollment
- Benefits Strategies
- Customer Accounts Management
- Employee Counseling
- Manager Coaching and Training
- Customer Service Process Improvement
- Complaint Management
- Renewing Accounts
- Complaint Response
- Government Regulations
- Auditing Procedures
- Office Operations
- Renewing Policies
- Team Meetings
- Customer Needs Assessments
- Implementation Skills
- Critical Thinking
- Team Communication
- Producer Assistance
- Benefit Policy Interpretation
- Active Listening
- Social Perceptiveness
- Claims Service
- Problem Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Robert Frost
Timeline
Employee Benefits Account Manager
Brown & Brown Insurance Agency
06.2022 - 05.2023
Account Executive
AssuredPartners
11.2019 - 07.2021
Small Business Senior Client Service Manager
United HealthCare
11.2005 - 09.2019
Bachelor of Arts - Psychology
Guilford College
Degree - Medical and Health Office Technology
Brookstone College
Licenses & Certifications NC Health and Life Insurance License - undefined
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