Experience

CBIZ Benefits & Insurance Services, Inc.

• United States
• Insurance
• 1 - 100 Employee

• National Client Services Team

  • Jun 2021 - Present

  In this new role I concentrate on maintaining and improving our Client Service Team at CBIZ. My goal, through training and collaboration is to make our Service Team the best in client service and industry knowledge in the industry!

• Director of Client Services

  • 2015 - Sep 2021

  Naperville, Illinois, United States In my current role, I overcame business challenges during the Covid pandemic and transitioned to 100% virtual communication with team members and clients and implemented virtual programs. Here, I launched the outsourced staff program through procedure writing and testing, trained team members, and inspired a roll-out to all national offices. Contributed to a task force that found a new agency management system to be implemented in 2021 through communication, brainstorming, and testing products.… Show more In my current role, I overcame business challenges during the Covid pandemic and transitioned to 100% virtual communication with team members and clients and implemented virtual programs. Here, I launched the outsourced staff program through procedure writing and testing, trained team members, and inspired a roll-out to all national offices. Contributed to a task force that found a new agency management system to be implemented in 2021 through communication, brainstorming, and testing products. Manage 10 employees and daily operations processes of the business unit that includes financial management, performance management, insurance carrier relationship management toward a $6M annual revenue. Achieve 95% client retention through solid relationship building and fostering trust. Train the service team once monthly on procedures, payroll, retirement, actuary, accounting, employee management system, presentation skills, and relationship management to increase productivity by 25% and efficiency by 30%. Enlarge annual revenue by 20% through leadership of the service team. Oversee approximately 350 clients in the Chicago region, manage and solve all escalated client issues. Direct individual relationships with 22 clients housing between 100 and 1K employees on a $1.3M block of business. Resolve 100% of issues through implemented recommendations and solutions to achieve a 95% customer satisfaction rating. Spearhead training initiatives with modernized procedures that were adopted by 10 additional offices to increase efficiency over 50%. Grow revenue by 8.3% YOY through supporting clients with benefits and strategies knowledge that warrants a client retention rating of 95%. Forecast finances for the Chicago office including expenses and revenue. Share subject matter expertise on laws, benefits, cost-saving tools, funding, and trends to support client retention. Offer consultative advisement to clients to ensure they have the correct product and value for their needs.

• Account Executive

  • 2010 - 2015

  In this role, I supervised Account Managers and nurtured existing client relationships to ensure client retention. Here, I negotiated client renewals and offered subject matter expertise to educate clients and team members on Health Care Reform. Managed vendor relationships to achieve a mutually beneficial goal and establish trust.



CBIZ CWA

• Board Member

  • 2013 - 2020

  Naperville, Illinois, United States