jessica reuter resume
TRANSCRIPT
Jessica K. Reuter 56 E. Avon Dr.
Claymont, DE 19703
(302)540-8055
Objective I am currently seeking a challenging position within a world class organization. I would like to use my extensive customer-oriented background to help achieve a position within an organization that is motivated to provide the best service possible to its customers. My extroverted personality combined with outstanding dedication to my career will allow me to excel in any position.
Summary Demonstrated team player with a willingness to achieve success for the whole company Extensive knowledge including classroom education regarding computers and Microsoft
Systems Fast learner with the ability to operate under pressure to meet deadlines and exceed
expectations Enthusiastic and hard working personality which will benefit the organization as well as the
team Proven track record of success within prior positions Experience with client eligibility, premium, client relations, and management Knowledge of Cigna Best Practices and Standards
Education Bachelors of Arts in English, Minor Concentration in Italian Studies
University of Delaware, Newark, DE
Paralegal Certification,
University of Delaware, Newark, DE
June 2007
August 2008
Career History
Cigna Global Health Benefits, Wilmington, DE
Client Advocate
Handle operations escalations and provide consultative service to Cigna clients and
customers
Proactively engage business partners to facilitate and drive customer centric solutions to
ensure a timely, high quality and positive client and customer experience
Own and effectively manage service inquiries from Cigna Global clients and customers
Establish consultative and collaborative partnerships with Sales, Client Management,
Underwriting, Operations and others as needed to drive client and customer solutions
Educate the client and customers as to how to approach Cigna for the most effective
and efficient solutions and customer satisfaction
Implement solutions for improvement opportunities to drive process effectiveness
Client Services Auditor
Inspects the installation of new and existing accounts, including, but not limited to:
benefits, structure, premium and eligibility Responsible for 100% inspection of new
hire and weekly premium batches
Provide timely and constructive feedback to individuals and to managers to drive
quality improvement
Establish consultative and collaborative partnerships with the Benefits, Premium and
Eligibility Teams to support client and customer service experience
Perform root cause analysis to support the inspection of new and renewing account
installation
Nov 2015 - present
Dec 2012 – Nov 2015
Operations Specialist – Premium Manager
Manager of the Premium Team
Supports a team of 20 analysts in their billing and collection of premium owed
to CGHB
Responsible for interviewing and hiring of analysts
Provides monthly status reports to Finance and Senior Leadership on
collection analysis and company top ten
Works with Project Analyst Team to streamline and publish current Policy’s
and Procedure documents
Coordinates the release and reconciliation of SAICO bills to clients and
analyst
Escalates client issues to upper management for analyst
Senior Eligibility Analyst
Acts as a liaison between the analyst and upper management
Offers guidance and assistance to analyst when needed
Works with management on improvement projects for team such as
reconstruction of Policy and Procedure documents
Provides technical support for the electronic processing of eligibility
Proficient in Microsoft Access
Developed tool to automate the loading of manual eligibility spreadsheets
Acts as a resource to others on non-standard accounts and requests
Participates in operations projects such as the testing and troubleshooting of
new applications and tools to be used by Client Services department
Responsible for the calculating, updating, and mailing of letters requesting
Evidence of Insurability for Life Insurance
Participated in Kaizen to develop updated Evidence of Insurability process
Electronic Eligibility Analyst Updates and maintains electronic eligibility data
Communicates with internal partners and external clients
Negotiates eligibility with clients
Provides technical expertise where needed
Verifies customer data are entered correctly
Acts as a liaison between clients and company
September 2011- December 2012
August 2009-September 2011
December 2007 –Aug 2009
Internships DuPont, Philadelphia, PA Maintained distribution of mail through DuPont locations
Responsible for contract organization
Assisted the Accounting department with the reorganization of the current
filing system to ensure accuracy
MBNA, Wilmington, DE Helped administrative assistant with daily tasks and responsibilities
File system organization and maintenance
Meeting coordination between the business and clients
June 2004-August 2004
October 2002- August 2003
*References available upon request