Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shirley Manner

Harbeson,DE

Summary

Motivated and organized professional with over a decade of experience in business operations, client relations, customer service, compliance protocols, and team growth. Seeking a position to contribute to the overall success of company operations, efficiency, and client satisfaction. Thrives in a collaborative, high-performance, and action-oriented team environment with a focus on retaining and expanding existing business. Customer Manager with a track record of cultivating customer loyalty and retention, adept at working in fast-paced environments with decisive problem-solving skills. Utilizes superb analytical skills to proactively enhance customer service processes and consistently receives stellar customer feedback.

Overview

29
29
years of professional experience

Work History

Client Services, Team Manager

Optum Financial
05.2010 - Current
  • Company Overview: Optum Financial provides health savings and spending accounts, stop loss services and electronic payment and processing services to employers, health plans, financial institutions as well as government agencies.
  • Act as Client Services, Team Manager in a consumer driven health services organization providing FSA (Medical and DCAP), HSA, HRA, Wellness Incentive, Transportation and Retiree (RMSA) savings account programs.
  • Oversee team of 10 Client Service Managers overseeing a book of business with assets totaling XX. Have built a reputation of dependability, accuracy, and expediency in assisting assigned team members’ ability to meet and exceed client expectations
  • Regularly interact with assigned team members as well as client contacts in order to identify individual client requirements and maintain high levels of satisfaction.
  • Must possess the ability to clearly and diplomatically set appropriate customer expectations while building strong alliances and maintaining a high level of creditability with clients, client consultants and internal support teams
  • Act as consultative source to assigned team members and client contacts in order to assess current plan designs in place and determine any revisions required in order to continue to meet client population’s needs

Account Executive

Associated Administrators, LLC
04.2000 - 04.2010
  • Company Overview: Associated Administrators services a client base including Taft-Hartley Funds. They administer health and welfare, pension, annuity, severance, legal, vacation, Apprenticeship training and scholarship plans.
  • Developed and maintained relationships with Taft-Hartley Funds and Corporate accounts including Operating Engineers, UFCW Bakers/FELRA and Lonestar and their respective investment managers and consultants, plan benefit vendors, Fund professionals and Boards of Trustees
  • Acted as liaison for all Fund professionals and participants in the administration of plan benefits for health, pension, and annuity plan services for active and retiree populations
  • Assigned to oversee the administration of assigned Funds’ claims payments, customer service, pension, accident and sickness, and death benefit processing as well as the administration of the apprenticeship training school responsibilities
  • Coordinated all internal team and external vendor interactions to ensure responsiveness to participant and Trustee’s concerns and satisfaction including setting meeting dates, scheduling Trustees, vendors and Fund professionals’ presence at the meetings, establishing the agenda and ensuring compilation and completion of all necessary meeting materials
  • Presented Fund Administrative Manager’s Reports which included all Fund income, Expenses and gains or losses at quarterly Trustee meetings. Presented Administrative renewal fee requests and negotiated percentage of increase usually on a multi-year basis

Senior Account Manager, Marketing

United Healthcare of the Mid-Atlantic
03.1996 - 03.2000
  • Company Overview: UnitedHealth Group helps people live healthier lives and helps make the health system work better for everyone.
  • Managed all aspects of assigned major municipal and commercial (local and national) accounts including FELRA, City of Baltimore, State of MD and IFEBP.
  • Interfaced with internal teams, client, and/or third-party benefits administrators and consultants to ensure customer satisfaction, while maintaining all renewal processes complied with State and Federal mandates, legislative guidelines, as well as internal underwriting requirements for self-insured as well as fully insured clients. Coordinated efforts with sales team and participated in finalist presentations for potential new clients.
  • Responsible for organizing and implementing all account renewal processes and growth from within group functions. Coordinated attendance and maintained high visibility account union conferences, including ASBO, AFL-CIO Union Leadership Conference and AFSCME bi-annual conventions.
  • Acted as senior team leader; responded to escalated account management team service issues. Managed seasonal, temporary staff, including the interviewing, selection and training processes.

Education

No Degree - Business Administration And Management

CCBC Essex
Essex, MD

Skills

  • Proficient in problem resolution
  • Effective collaboration
  • Exceptional customer service
  • Collaborative project management
  • Sales coordination

Timeline

Client Services, Team Manager

Optum Financial
05.2010 - Current

Account Executive

Associated Administrators, LLC
04.2000 - 04.2010

Senior Account Manager, Marketing

United Healthcare of the Mid-Atlantic
03.1996 - 03.2000

No Degree - Business Administration And Management

CCBC Essex

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Shirley Manner