Managed the Southeast Region Account Management team for Aetna’s Voluntary products. Service and conservation efforts of the team in order to meet and exceed company goals. Coached and mentored Account Managers in order to increase effectiveness. Book of business represented approximately 350 customers with annual revenue of $65M.

• Increased team results from 94% case retention and 5.8% case penetration to 97% and 7% respectively by instituting consultative selling techniques, implementing best practices and identifying training needs.
• Assisted Account Managers with difficult, complex issues, including encouraging cross-functional teams to resolve issues and foster a positive working relationship between departments.
• Mentored a team of Account Executives and Account Managers utilizing unique experience in both Sales/Account Management and Underwriting, resulting in a team that was better able to identify and mitigate risk by analyzing customer data and proactively recommending changes.

Sales and Service of large Government Accounts. Leadership of the service team providing strategic guidance, leading conservation efforts and sales opportunities. Book of business represented approximately $100M in annual revenue.

• Provided consultative support and strategic leadership to both internal and external customers which led to a higher level of partnership and improved the strategic relationship.
• As a result of these efforts internal departments were more receptive to requests and ideas, external customers viewed Aetna with a higher level of trust which created the opportunity to offer additional products and services such as Medicare Replacement plans, Life and Dental insurance and other Voluntary products. Sales of additional products and services represented approximately $3M in annual revenue.
• Identified and leveraged various ways to partner with the client by drawing from the company’s full spectrum of product lines, illustrating a keen understanding of the clients’ financial and operational objectives. Resulted in the retention of customers at a level higher than company norms.

Hiring manager for a division of 50 employees, management of the Middle Market Proposal team and managed the Technical Services unit.

• Managed the Technical Services Unit, including the divisional Quality Review Program. Quality of work as measured by accuracy and timeliness improved by 8%
• Selected as a member of National Training Design Team. This team consisted of six members nationwide which designed the core, intermediate, and advanced underwriting courses which were implemented throughout Prudential HealthCare.
• Selected as the division representative for a State Department of Insurance Market Conduct exam. Role included explaining methodologies, answering questions related to business practices and building a high level of trust between the department and Prudential Health Care.
• Successfully minimized potential findings by the State during exam due to the quality of information provided and high level of trust established.
• Coordinated efforts of the Middle Market Proposal team with Sales and Sales Support to ensure timely and accurate quotes were released to sales.