Benefits Service Center Manager
Supervised, coached and developed 22 licensed agents and 2 online portal administrators, supporting 3 language skills, dedicated to excellence in counseling and enrolling worksite employees in Medical, Dental, Vision, Life and Voluntary products. Resolved client escalations by coordinating efforts with Field Sales, Insurance Carriers, and HR Service teams. Created KPI's and generated critical reports: Enrollment Error report, Ticket Closure Report and Carrier Network Comparison report. Created training materials and procedures related to issue resolution, system navigation of OnHRP and HRP Platforms, de-escalation techniques, customer satisfaction, and new client onboarding.
- Improved compliance by 45% and decreased error rate to less than 1%, through the implementation of effective auditing strategies and daily reporting.
- Trained sales and service field teams in ACA and compliance requirements.
- Reduced ASA from 1:15 min to less than 20 sec by maximizing capacity and analyzing call volume patterns.
- Strategically implemented initiatives during Annual Enrollment focused on completing enrollments via online portal, phone, email and ticketing system resulting in over 12,000 enrollments in 4 weeks.