Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

STEPHANIE FEDERICI

Providence,RI

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the employee benefits industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

25
25
years of professional experience
1
1
Certification

Work History

HealthSource RI Customer Operations Specialist

Faulkner Consulting Group
10.2019 - Current
  • Attended bi-weekly meetings with HealthSource RI policy and vendors offering suggestions to streamline processes and highlight important objectives.
  • Created and maintained trackers to manage and process Rhode Island Shared Responsibility Payment Exemption applications' life cycle.
  • Tracked over 15 employees' dates of hire to coordinate new and renewal system access, equipment and building access badges.
  • Documented company equipment, tools, and technology to manage inventory to maintain hybrid work-from-home model and prepare for organization-wide office move
  • Using Excel, developed, and complied spreadsheets to track model data, system/escalation, and JIRA ticket numbers
  • Reviewed employees' hours and entered PTO & holiday time into time and attendance website (Paychex); managed PTO calendar to document sick and time taken or scheduled.
  • Identified agency objectives by analyzing feedback, observing trends, and collecting customer satisfaction surveys.

HealthSource RI Business Engagement Specialist

NFP Insurance And Benefits
09.2018 - 10.2019
  • Produced innovative funding proposals to deliver profitable outcomes and measurable results averaging 15-20% savings year over year when possible.
  • Delivered presentations to governing bodies, Rhode Island small business groups, and economic development forums to gain endorsements.
  • Partnered directly with approximately 150 clients to cultivate relationships to enhance sales.
  • Delegated service needs to 4 support staff, monitoring tasks to ensure appropriate responses
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.
  • Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
  • Secured long-term accounts, approximately 3-4 per month, by recommending strategies to promote brand effectiveness and highlight product benefits.

High Profile Case Specialist

HealthSource RI, Faulkner Consulting Group
04.2016 - 08.2018
  • With highest level of confidentially, resolved grievances referred by constituents' offices, carriers, 2 state advocacy groups, RI DHS, RI EOHHS, and HealthSource RI Leadership.
  • Tracked and triaged incident and problem tickets working closely with on-site Deloitte team.
  • By newsletter, kept 4 stakeholders informed of known issues and policy updates to proactively manage concerns.
  • Acted as single point of contact for high-visibility customers to advocate and resolve concerns while positively representing HealthSource RI
  • Responded to requests for information from public, other municipalities, or state and legislative offices.
  • Responded to in-person and telephone requests for information from general public, attorneys, and other involved parties.
  • Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.

Commercial Product Support

Neighborhood Health Plan of Rhode Island
08.2015 - 12.2015
  • Supported implementation of 6 small business and 5 individual and family products by creating and editing marketing collateral, rate sheets, and summary plan descriptions.
  • Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
  • Developed lead and proposal tracking procedures to establish trends.
  • Designed outreach campaign to maintain satisfaction levels and identify areas of improvement.
  • Helped streamline processes and update procedures for support action consistency.
  • Helped in implementing and developing training programs for brokers, customer service representatives and members..
  • Managed and prioritized projects simultaneously worked independently and drove results.

Financial Services Account Manager

Ocean Point Insurance Agency
04.2013 - 08.2015
  • Managed over 3 books of business offering skillful program knowledge to those in small and large group insurance markets.
  • Partnered with case managers to identify markets and coordinate underwriting to successfully close life, annuity, and long-term care cases.
  • Created marketing blasts outlining key elements of Affordable Care Act, provided answers to frequently asked questions; acted as primary point of contact.
  • Collaborated with approximately 6 V-level executives and stakeholders to develop agency goals.
  • Supported financial services producer with special projects and additional job duties.
  • Oversaw account services for approximately 200 key agency and BankNewport clients.
  • Checked vendor payments, carrier commissions, and other accounting disbursements for accuracy and compliance.

Broker Service Representative Broker Net USA

Blue Cross Blue Shield
02.2011 - 10.2012
  • Provided comprehensive support to approximately 74 brokers to understand goals and recommend solutions to fit their client-specific needs.
  • Maintained strong knowledge of varying levels of benefits within each product while generating and delivering product quotes.
  • Performed as Blue Cross Blue Shield of Rhode Island small group SME.
  • Collaborated with carrier's small group sales team to meet required deadlines.
  • Conducted research to answer questions and handle issues using multiple systems and resources.

Commander's Administrative Assistant

Rhode Island Air National Guard
06.1998 - 11.2010
  • Performed as liaison between 53-unit members, Defense Information Security Agency, and National Guard Bureau requiring Commander involvement
  • Worked closely with 3 Air and 2 Army Rhode Island National Guard Units
  • Maintained accurate file plans to ensure all standard operating procedures were current
  • Actively published and edited unit newsletter regarding mission readiness, events, and training
  • Administered Awards and Decorations Program by processing paperwork and tracking status of submission packages

Education

Bachelor of Arts - Hospitality Management

Johnson & Wales University

Skills

  • Customer Operations Experience
  • Policy Analysis
  • Cross-Functional Collaboration
  • Project Management
  • Workflow Processes
  • Microsoft Excel

Certification

Rhode Island Life, Accident, and Health Producer License, Active Certified Associate in Project Management (CAPM,) In Progress

Additional Information

  • ADDITIONAL INFORMATION , Promoted to the rank of E6, Technical Sergeant and awarded the Air Force Achievement Medal, Outstanding Unit Award, Air Forces Meritorious Service Medal, National Defense Ribbon, Global War on Terrorism Service Medal, Armed Forces Reserve Medal, Training Ribbon, and RI Commendation Medal

Timeline

HealthSource RI Customer Operations Specialist

Faulkner Consulting Group
10.2019 - Current

HealthSource RI Business Engagement Specialist

NFP Insurance And Benefits
09.2018 - 10.2019

High Profile Case Specialist

HealthSource RI, Faulkner Consulting Group
04.2016 - 08.2018

Commercial Product Support

Neighborhood Health Plan of Rhode Island
08.2015 - 12.2015

Financial Services Account Manager

Ocean Point Insurance Agency
04.2013 - 08.2015

Broker Service Representative Broker Net USA

Blue Cross Blue Shield
02.2011 - 10.2012

Commander's Administrative Assistant

Rhode Island Air National Guard
06.1998 - 11.2010

Bachelor of Arts - Hospitality Management

Johnson & Wales University

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