Terrence Aikens

• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Assisted employees with understanding and making their core medical and voluntary benefit elections
• Elevated benefit knowledge and enrollment experience for employees
• Educated and enroll employees in core benefits and voluntary
• Provided professional, polite and courteous customer service
• Explained core benefits and promoted all voluntary benefits and features in detail
• Ensured all benefits, coverage levels, dependents covered, and deductions are reviewed with and confirmed

• Evaluated facility operations and personnel for safety and health regulations compliance.
• Contributed and advanced key areas such as continuous improvement, sustainability and modifications
• Supervised staff of 20 in day-to-day activities.
• Conducted daily inspections of facility grounds, external structure, systems, and equipment.
• Ordered, maintained and distributed supplies and inventory.
• Prepared reports and schedules with accuracy.
• Set and enforced departmental budgets, goals and deadlines.
• Performed maintenance, safety and management tasks that promoted cleaner and safer working environments for employees and visitors
• Supported multi-DC projects, such as parking lot upkeep, exterior grounds, HVAC, lighting, safety systems, and building upgrades
• Understood general knowledge of capital project management, facility design and planning
• Collaborated with executive leadership on budgeting for facilities upgrades and needs
• Ensured work met environmental industrial cleaning standards and health regulations
• Ensured vendors were kept informed of project or program status, issues, risks and program needs
• Performed routine maintenance and made repairs as needed
• Scheduled routine inspections and emergency repairs with vendors
• Ensured proper security measures in workplace, including collaborating with security system vendors and team of security professionals
• Presented and reported project management, repair, work orders safety improvements and other occurrences to executive level management
• Prepared facilities for inclement weather conditions

Organizational Development Duties & Responsibilities:

• Reviewed current procedures, identified areas of potential enhancement and implemented changes to improve overall effectiveness.
• Collaborated with executive leadership in creating communication strategies advocacy and messaging for various brand initiatives
• Participated in team-building activities to enhance working relationships.
• Used coordination and planning skills to achieve results according to schedule.
• Communicated effectively with individuals in various positions by being courteous and conducting timely follow ups
• Exceeded goals through effective task prioritization and great work ethic.
• Developed and oversaw outreach programs and monitored effectiveness against individual participant needs.
• Conducted community healthcare events to promote different programs and educate public on available services.
• Developed monthly schedules and assignments for volunteer staff.
• Develop public relations and marketing campaigns through educational programs, and other marketing materials designed to educate and engage public
• Managed, developed and implemented communication strategies that included media outreach, monthly newsletters and social media content creation
• Managed implementation of organization's community fitness park project
• Identified issues, analyzed information and provided solutions to problems.
• Resolved problems, improved operations and provided exceptional service.

Outreach Enrollment Management Duties & Responsibilities:

• Assisted and educated individuals, with insurance options, determining eligibility, and facilitating enrollment in Qualified Health Plans
• Prepared quarterly performance reports for Health Resources and Services Administration (HRSA)
• Interpreted insurance policies and federal laws, consumer relations, insurance premiums, negotiating, interviewing policyholders, investigating claims, and maintaining records
• Met performance metrics instituted by Arkansas Insurance Department
• Maintained reports and records as required regarding services performed and individuals assisted
• Reduced organization's uninsured/underinsured population by 76%
• Implemented new marketing and communication strategies to increase and retain patient interest
• Conducted culturally research that was linguistically appropriate to specific needs of various populations served

• Calculated quotes and educated potential clients on insurance options.
• Obtained underwriting approval by completing application for coverage.
• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
• Attended continuing education courses and workshops to gain additional insurance industry knowledge.
• Provided coverage option information to assist clients in protecting assets.
• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
• Upsold additional products and services after identifying customer needs and requirements.
• Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.
• Exceeded corporate quotas for monthly policy sales.

• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Problem solved and dealt with numerous variables in situations where only limited standardization existed
• Listened attentively to client feedback and worked with product development team to introduce new services.
• Recorded all customer information and call history information accurately on appropriate customer’s spreadsheet and internal electronic system
• Ensured maximum sensitivity, proper routing and responsiveness to all customer requirements
• Maintained level of knowledge and understanding of features of service, operating system, marketing promos and special offers

• Implemented loading dock process and productivity improvements
• Accomplished multiple tasks within established timeframes.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Oversaw 30 employees in outbound and inbound loading zones
• Performed administrative functions such as data entry, produced delivery receipts, manifest shipments of trailer, billing freight bills and traced shipments
• Communicated with dispatch to coordinate movement of trailers and freight to various destinations
• Handled outbound calls, assisting customers with inquiries regarding pricing, scheduling, order status, transportation inventory availability
• Responsible for integrity of time critical shipments
• Developed and maintained relationships with customers and suppliers through account development
• Managed multiple tasks and priorities and easily adapted to changing dock situations