Director, Account Services

• 2011 - 2020

Oversaw planning and execution of strategic project and IT initiatives. Organized and managed account services functions for client interactions. Managed continual departmental process improvement plans. Led staff development. Directed group, benefit, and membership systems loading for multiple enterprise entities for all products (life, disability, vision, critical illness, stand-alone AD&D, and BlueCare Dental). Elevated client support services for member, group, and internal clients… Show more Oversaw planning and execution of strategic project and IT initiatives. Organized and managed account services functions for client interactions. Managed continual departmental process improvement plans. Led staff development. Directed group, benefit, and membership systems loading for multiple enterprise entities for all products (life, disability, vision, critical illness, stand-alone AD&D, and BlueCare Dental). Elevated client support services for member, group, and internal clients. Supported sales activities. Integrated initiatives within corporation to ensure metrics and performance measurement supported corporate goals and objectives as well as adhered to all MAR controls. * Built census team to reduce turnaround time on new group installations, including 26% for self- administered groups, 34% for list bill groups and 11% for vision groups. * Reduced file maintenance turnaround time by 16%. * Maintained 100% accuracy on all renewals for 2019. * Came in 10% under buget on annual budget of $7,000,000 due to efficiencies. Show less Oversaw planning and execution of strategic project and IT initiatives. Organized and managed account services functions for client interactions. Managed continual departmental process improvement plans. Led staff development. Directed group, benefit, and membership systems loading for multiple enterprise entities for all products (life, disability, vision, critical illness, stand-alone AD&D, and BlueCare Dental). Elevated client support services for member, group, and internal clients… Show more Oversaw planning and execution of strategic project and IT initiatives. Organized and managed account services functions for client interactions. Managed continual departmental process improvement plans. Led staff development. Directed group, benefit, and membership systems loading for multiple enterprise entities for all products (life, disability, vision, critical illness, stand-alone AD&D, and BlueCare Dental). Elevated client support services for member, group, and internal clients. Supported sales activities. Integrated initiatives within corporation to ensure metrics and performance measurement supported corporate goals and objectives as well as adhered to all MAR controls. * Built census team to reduce turnaround time on new group installations, including 26% for self- administered groups, 34% for list bill groups and 11% for vision groups. * Reduced file maintenance turnaround time by 16%. * Maintained 100% accuracy on all renewals for 2019. * Came in 10% under buget on annual budget of $7,000,000 due to efficiencies. Show less

Director, Enrollment Group Administration

• 2008 - 2011

Developed production standards and staffing models for enrollment, electronic enrollment, contracts, group maintenance, and TruAssure (life, STD, LTD and vision). Updated policies and procedures for all departments. Rewrote certificates of coverage for refiling. Designed workflow system for enrollment to facilitate move to paperless environment. Revamped credibility factors after competitive analysis. Created underwriting analysis summary sheet to assist sales with understanding of rating.… Show more Developed production standards and staffing models for enrollment, electronic enrollment, contracts, group maintenance, and TruAssure (life, STD, LTD and vision). Updated policies and procedures for all departments. Rewrote certificates of coverage for refiling. Designed workflow system for enrollment to facilitate move to paperless environment. Revamped credibility factors after competitive analysis. Created underwriting analysis summary sheet to assist sales with understanding of rating. * Decreased contract staff 33% while improving turnaround time to 95% of all contracts delivered within 30 days. * Reduced printing costs of certificates by 50%. * Decreased enrollment turnaround time by 28% with 15% reduction in staff and 11% increase in business. * Worked with client relations and IT to design new group implementation tracker to reduce implementation time for all new groups. Show less Developed production standards and staffing models for enrollment, electronic enrollment, contracts, group maintenance, and TruAssure (life, STD, LTD and vision). Updated policies and procedures for all departments. Rewrote certificates of coverage for refiling. Designed workflow system for enrollment to facilitate move to paperless environment. Revamped credibility factors after competitive analysis. Created underwriting analysis summary sheet to assist sales with understanding of rating.… Show more Developed production standards and staffing models for enrollment, electronic enrollment, contracts, group maintenance, and TruAssure (life, STD, LTD and vision). Updated policies and procedures for all departments. Rewrote certificates of coverage for refiling. Designed workflow system for enrollment to facilitate move to paperless environment. Revamped credibility factors after competitive analysis. Created underwriting analysis summary sheet to assist sales with understanding of rating. * Decreased contract staff 33% while improving turnaround time to 95% of all contracts delivered within 30 days. * Reduced printing costs of certificates by 50%. * Decreased enrollment turnaround time by 28% with 15% reduction in staff and 11% increase in business. * Worked with client relations and IT to design new group implementation tracker to reduce implementation time for all new groups. Show less

Director, Small Group Underwriting

• 2000 - 2008

Served as key point-of-contact for international team. * Decreased turnaround time by 52% while processing 80% increase in business. * Reduced staff 40% by implementing system enhancements. * Achieved 93% retention rate on renewal business. * Met or exceeded all renewal service level agreements. * Met 100% of implementation timelines. * Reduced quotes turnaround time form 48 hours to four hours while reducing staff by 25%. Served as key point-of-contact for international team. * Decreased turnaround time by 52% while processing 80% increase in business. * Reduced staff 40% by implementing system enhancements. * Achieved 93% retention rate on renewal business. * Met or exceeded all renewal service level agreements. * Met 100% of implementation timelines. * Reduced quotes turnaround time form 48 hours to four hours while reducing staff by 25%.

Assistant Manager

• 1998 - 2000

Underwriting Manager

• 1993 - 1998

Manager, Underwriting

• 1990 - 1993