Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sonya Lucy

East Hartford,CT

Summary

Dynamic Implementation Specialist with over 5 years of experience in the insurance industry. Expert in leveraging innovative strategies to enhance operational efficiency and ensure regulatory compliance. Committed to delivering exceptional client experiences through data-driven solutions, effective project management, and strong relationship building. Proven track record in managing complex workflows and driving customer success.

Overview

8
8
years of professional experience

Work History

Implementation Specialist

MassMutual
01.2022 - Current
  • Conduct thorough evaluations of disability case documentation, ensuring all records are accurate and complete while addressing any discrepancies that may arise to facilitate precise billing procedures.
  • Maintain and meticulously update customer enrollment records, prioritizing data quality and integrity, particularly during crucial renewal phases to ensure a seamless process.
  • Verify compliance by checking the licensing, commission structures, and agent certifications, guaranteeing they are up-to-date and meet established standards for policy renewals.
  • Oversee and manage enrollment processes, providing valuable feedback and suggestions to partners aimed at enhancing overall efficiency and effectiveness.
  • Evaluate and process alternative insurance proposals, ensuring they align perfectly with the specific requirements and preferences of clients.
  • Coordinate onboarding activities for subcommittees, streamlining access to essential resources, including SharePoint, communication tools, and employee benefits, to improve operational flow.
  • Offer dedicated support for enrollment inquiries, providing technical assistance with the enrollment platform to ensure user-friendly experience for all stakeholders.

Plan Sponsor Service Consultant

Aetna
03.2017 - 01.2022
  • Managed the lifecycle of health insurance policies, effectively communicating benefits and enhancing client understanding and satisfaction.
  • Supported executive teams with precise monitoring of customer benefits and enrollment data, ensuring compliance with organizational guidelines.
  • Conducted in-depth research to recommend tailored services, aligning solutions with client preferences to drive customer satisfaction.
  • Executed financial transactions with precision, ensuring confidentiality and minimizing risks of errors.
  • Reconciled financial accounts with meticulous attention to detail, addressing discrepancies to maintain accurate records.
  • Ensured compliance with audit requirements through careful verification of accounts payable and vendor invoices.
  • Enhanced administrative workflows by organizing and distributing essential documents efficiently, streamlining payment processes.
  • Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
  • Provided information about service procedures and expected timelines.
  • Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
  • Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.

Education

High School Diploma -

Bloomfield High School
Bloomfield
06.2011

Skills

  • Data Management & Analysis
  • Regulatory Compliance & Auditing
  • CRM System (Salesforce & Zendesk)
  • Process Optimization & Workflow Efficiency
  • Financial Oversight & Reconciliation
  • Technical Support & User Training
  • Project Management & Coordination
  • Microsoft Office Suite
  • Software Installation & Configuration
  • Customer Support
  • Customer Service
  • Client management
  • Issue resolution
  • Disability Income

Timeline

Implementation Specialist

MassMutual
01.2022 - Current

Plan Sponsor Service Consultant

Aetna
03.2017 - 01.2022

High School Diploma -

Bloomfield High School

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