technology administration practice leader resume example with 13+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Leadership skills
  • Superb organization and time management
  • Results driven
  • Problem Solving
  • Customer and employee training and preparation of education materials
  • Accounts Payable and Receivable
  • Microsoft Word, Excel, Outlook, PowerPoint, Adobe, Google Drive, Benefit Point, Image Right, Employee Navigator, EDI Feeds, WEX (COBRA Point)
08/2017 to Current
Technology & Administration Practice Leader Accentcare Novato, CA,
  • Coordinates and implements the benefit manager tool, Employee Navigator, for over 650 clients' medical, dental, vision and ancillary insurance benefits
  • Coordinates and implements COBRA and Eligibility service for 550 clients, via WEX (COBRA Point) and tailored Hilb group task manager system (connects with Employee Navigator)
  • Working with Salesforce to develop an internal tool for account managers and agencies to submit Employee Navigator build information for new clients, renewals and ongoing reporting
  • Customizes the tool for industry specific needs of clientele - employee and non- employee facing portals
  • Trains internal and external partners on Employee Navigator's interface
  • Understands IRS, ERISA and compliance standards with regards to the system's functionalities, particularly ACA reporting at year end (1095 filings) when it pertains to the eligibility of insurance benefits
  • Tests and demos the site for accurate implementation
  • Set up and implementation of EDI feeds i.e 834, Data Exchange & Payroll
  • Partner and manage relationships with carriers and payroll vendors
  • Assists internal Account Executives/Consultants and Producers' clients with ongoing support of Employee Navigator and COBRA Administration
  • Coordinate and implement COBRA and Eligibility services with internal clients and agencies
  • Develops SOP and best practice for both technology and administration departments
  • Manages and leads a team of 10 (remote and in-office employees)
  • Demonstrated leadership by making improvements to work processes and helping to train others
  • Prioritize and organize tasks to efficiently accomplish service goals
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
  • Provided excellent service and attention to customers when face-to-face or through phone conversations
  • Motivated and encouraged team members to communicate more openly and constructively with each other
  • Improved operations by working with team members and customers to find workable solutions
02/2017 to 08/2017
New Business Account Manager Bed Bath & Beyond Cumming, GA,
  • Responsible for the office's new business endeavors alongside Insurance Producers and COBRA Administration
  • Successfully executed the relationship between Hilb, clients with employees 1-600+, and the Rhode Island/Massachusetts insurance market
  • Maintained effective communication with internal and external parties
  • Documented standard operating procedures pertaining to the install of clients with the various insurance carriers
  • Prepared clients for Employee Navigator integration
03/2012 to 02/2017
Client Service Manager Plannernet, Inc City, STATE,
  • Supervised and managed a group of 5 Service Delivery Coordinators, who facilitated data entry and fulfillment
  • Coached and trained existing team members and new hires
  • Managed high iteration client base, which included corporate and pharmaceutical companies- hosting 3,000+ meetings annually, as well as problem solved on their behalf
  • Maintained customer satisfaction at all levels - professional AV and Meeting Professional networks
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service
  • Oversaw address of customer requests for friendly, knowledgeable service and support.
  • Drove customer escalations to resolution by engaging directly with clients
  • Demonstrated excellent communication skills in resolving product and consumer complaints
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
08/2008 to 03/2012
Department Supervisor Toys "R" Us City, STATE,
  • Human Resource duties for new hires, including I-9 verification, adhered to Federal and State employment guidelines and overall, but not limited to onboarding tasks (PTO, Benefits, Payroll)
  • Utilized Taleo as an HR management onboarding resource
  • Lead team members on best practices for customer service, product knowledge and selling techniques
  • Assisted with daily profit goals and margin averaging $25k in daily sales
  • Reset product displays monthly and according to seasonal promotions
  • Managed financials, including accounts payable and receivable as well as daily cash audits.
Education and Training
Expected in 05/2007 to to
Bachelor of Arts: Political Science
University of North Carolina - Greensboro, North Carolina,

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Resume Overview

School Attended

  • University of North Carolina

Job Titles Held:

  • Technology & Administration Practice Leader
  • New Business Account Manager
  • Client Service Manager
  • Department Supervisor


  • Bachelor of Arts

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