Results-driven professional with comprehensive experience in Account Management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Hi, I’m
Tiera Austin
Omaha,NE
Summary
Overview
14
years of professional experience
1
Certification
Work History
Equitable
Dental Product Manager
04.2021 - Current
Job overview
- Prepare dental and vision network reports, including geographic analysis and network comparisons, to facilitate informed decision-making for the sales team
- Review and refine communications and marketing materials to align with product line strategies and initiatives
- Managed Regional Book of Business, 100 employee groups, assisting with Annual Renewals.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Mutual of Omaha
Group Client Service II
11.2019 - 04.2021
Job overview
- Addressed policyholder, broker, and group office inquiries, ensuring clarity on policy implementation, enrollment, and billing processes
- Enhanced customer satisfaction by effectively resolving complaints and errors, transforming challenges into positive service experiences
- Assisting with 60-70 inbound calls from Brokers, Employers, & Employees.
- Managing 50+ emails daily to assist clients
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Created customer support strategies to increase customer retention.
The Capital Group
Employee Benefits Rep
05.2017 - 02.2019
Job overview
- Managed 20 - 30, Small to Medium Employer Groups
- Addressed policyholder, broker, and group office inquiries on policy implementation, enrollment, and billing, ensuring accurate and timely information dissemination
- Managed service recovery efforts by transforming complaints and error situations into positive customer experiences through proactive resolution strategies
- Facilitated access to necessary documentation by handling requests for booklets and forms, contributing to the overall customer satisfaction and support
- Developed comprehensive training materials for new hires, ensuring a smooth onboarding process in regard to benefits information.
- Responded quickly to employee inquiries regarding their benefit plans, fostering positive relationships within the organization.
- Processed benefits enrollments accurately and promptly, maintaining a high level of customer service for employees.
- Facilitated informative workshops on various aspects of available employee benefits packages as well as health or financial wellness topics.
- Provided support during annual open enrollment periods, effectively managing a high volume of requests and questions from employees.
- Conducted open enrollment presentations to educate employees on available benefit options.
- Analyzed benefits utilization data, identifying opportunities for cost savings and program improvements.
Kaiser Permanente
Associate Account Manager/Group Database Analyst
09.2010 - 08.2015
Job overview
- Managed 20 Small to Large Employer Groups
- Facilitated the creation and implementation of customer service plans, detailing coverage specifications and pricing arrangements for market carriers
- Assisted in the preparation of comprehensive presentations for both existing customers and potential prospects
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
Education
Bellevue UniversityBellevue, NE
Business Admin & Marketing from Business Administration & Marketing
01.2006
University Overview
Kansas State UniversityManhattan, KS
Business Admin & Marketing from Business Administration & Marketing
01.2004
University Overview
Skills
- Proficient at Client Retention
- RFP & Proposals
- Salesforce
- MS Office Suite (Excel, Word, Publisher, PPT, Outlook)
- HIPAA Knowledge
- Data management
- Account management
- Self motivation
- Product knowledge
- Analytical thinking
- Presentation skills
Certification
Insurance Agent, Accident, Health, Life, Variable Life & Variable Annuities, District of Columbia Department of Insurance, Securities and Banking (DISB), 01/23
Timeline
Dental Product Manager
Equitable
04.2021 - Current
Group Client Service II
Mutual of Omaha
11.2019 - 04.2021
Employee Benefits Rep
The Capital Group
05.2017 - 02.2019
Associate Account Manager/Group Database Analyst
Kaiser Permanente
09.2010 - 08.2015
Bellevue University
Business Admin & Marketing from Business Administration & Marketing
Kansas State University
Business Admin & Marketing from Business Administration & Marketing
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