Communications Specialist

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January 2022 – August 2023 Internal Communications @ Kum & Go

• Write and/or edit materials for email, intranet, newsletters, and instant messaging
• Plan and process communications for events, programs, benefits, and store announcements
• Test new applications and assist training for users
• Create SOP documents

April 2015 to April 2019 Communications Coordinator @ Nationwide Insurance

• Website development and management: MyLossControlServices.com
• Editing and creation of customer-focused loss control materials and Spanish translation by third-party vendor
• Communicate with external vendors to manage partner relationships
• SharePoint site management: design, content, permissions
• Edit and create internal documents: best practices, announcements, newsletters, PPT presentations, department emails
• Create, edit, and maintain SOPs for both administrative and field teams
• Assist other departments with content review relating to loss control
• Edit and manage recommendation library in AuSuM reporting system
• Quality review emails and chat responses of administrative team
• Train and mentor staff on customer service behavior and internal applications

July 2012 to April 2015 Service Desk Coordinator @ Nationwide Insurance

• Review inspection surveys for accuracy
• Issue initial and follow-up letters requesting recommendation action
• Evaluate responses for compliance with risk control recommendations
• Resolve email and phone inquiries from underwriters, agents, and insureds
• Review account status to decide if a survey is needed
• Assist field staff with reports, documents, and internal information
• Review reports from third-party vendors and monitor survey activity

March 2005 to November 2009 Ehealth Sales Support @ Aetna

• Contribute ideas for changes to wellness program offerings
• Use SQL to pull weekly, monthly, and quarterly reports
• Research and correct member accounts when technical issues occur
• Serve as point of contact for the Personal Health Record application and Simple Steps to a Healthier Life (SSHL) website
• Lead contact for employers that offer wellness program to their staff
• Resolve issues with insureds’ SSHL accounts
• Perform functionality testing during scheduled updates of programs and website
• Resolve customer inquiries regarding site usage
• Project Lead for converting questionnaire to online questionnaire with Quest Diagnostics
• Member of Rewards & Recognition team to encourage employees to nominate colleagues for monthly and quarterly rewards; developed monthly newsletter to staff

November 1999 to March 2005 Premium Reconciliation Specialist @ Aetna

• Eligibility review and enrollment of Individual Product applicants
• Reconcile billing errors and account balances
• Review monthly balance reports for accuracy
• Obtain and update rates and benefit information for NY Individual Advantage plan
• Draft letters and emails for correspondence to members
• Respond to email and phone call inquiries from insureds, agents, internal departments
• Resolve complaint issues (from Office of CEO, State Departments of Insurance, Internal Grievances, Office of Attorney General)
• Review monthly reports for non-payment of premiums and refunds due to members
• Identify and rectify system errors in billing
• Assistant supervisor responsibilities such as escalated call handling, meeting organization
• Train new and seasoned employees
• Create workflows and documents to assist in educating team on proper procedures