Adrian C Jacob
Atlanta,GA
Summary
SERVICE LEADER PROFESSIONAL STRENGTHS: Results-oriented, enthusiastic, creative, professional with over 25 years experience across the insurance industry. Expertise in benefit options, providers and plans. Well-versed in evaluating competing companies to pick optimal solutions to meet company and employee needs. Forward-thinking and driven with a hands-on and analytical approach.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Manager, Group Customer Care
Atlantic American Employee Benefits
01.2024 - Current
- Managed the day to day operations of the unit that services customers in the group benefits division of the business.
- Supporting customers through all phases of operations from implementation and file transfer set up to billing/collection, account management, and claims.
- Ensure team members collect, verify, and input new group information into the policy administration system while maintaining data for open enrollment, servicing, and annual renewal.
- Develop long lasting trusted advisor relationships with plan administrators and key customer stakeholders.
- Maintained ownership of client projects, meet deadlines according to established standards, and accomplish new and different requests per client specifications.
- Collaborate with internal operations tem to identify areas of improvement and opportunity.
- Maximized performance by monitoring daily activities and mentoring team members.
Senior Account Manager
Alight Solutions, LLC
10.2021 - 01.2024
- Lead software implementations for clients New Hire and Annual Enrollment services.
- Provide exceptional ongoing services to existing clients.
- Coordinate enrollment efforts of client benefit plans and eligibility, partnering with appropriate internal services and platform delivery resources.
- Prepare annual debrief presentations including accomplishments as well as areas of improvement.
Escalation Manager
OneDigital/Northwestern Benefit Corporation
2 2016 - 04.2021
- Supervised new employees on internal/external procedures, responded quickly to questions, which improved understanding of job responsibilities.
- Assist employees with day-to-day responsibilities, complex problems by applying motivation and analytical strategies.
- Prepared weekly/biweekly/monthly activity reports to assist business leaders with key decision making and strategic operational planning.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders and members.
- Enhanced communication between team members by creating meeting materials and follow up documentation to distribute to leaders.
- Analyzed to resolve multi-faceted problems that affected the Leadership team.
Client Service Supervisor
Northwestern Benefit Corporation
11.2009 - 01.2016
- Managed Daily Capacity for the service team.
- Handled Escalated claims within the team.
- Established Relationships with service leaders at several carriers in Atlanta area; Blue Cross, UHC, Cigna, etc.
- Managed Front Desk Support.
- Participate in the New Hire Selection Process, both temporary and permanent.
- Conducted Monthly Performance Evaluations.
- Interim manager for entire firm when all managers are off sight.
- Conducted open enrollment meetings.
- Company Culture Training facilitator.
Senior Client Relations Representative
Northwestern Benefit Corporation
01.2004 - 10.2009
- Worked reduced book of business; 1700 lives.
- Created and developed Insurance 101 program for new hires.
- Internal employee Benefits Trainer.
- Escalated claims expert.
Client Relations Representative
Northwestern Benefit Corporation
02.1998 - 12.2003
- Managed and retained book of business of 5000 lives.
- Member advocate for clients, employees and their dependents.
- Managed day to day inquiries over variety of benefit plans including medical, and ancillary lines.
Education
BS Degree - Journalism and Public Relations
Mississippi University For Women
Columbus, MSSkills
- Microsoft Office Suite
- SalesForce
- Account Management
- Project Oversight
- Strategic Planning
- Organization Skills
- Leadership Experience
- Analytics
Certification
Georgia Insurance License for Accident, Sickness & Life
DiJulius Customer Service Revolution Training
This training shows that Customer service is the biggest competitive advantage, dominating industries, and making price irrelevant. Due to this Customer service revolution, people are being treated differently and better. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer.
Timeline
Manager, Group Customer Care
Atlantic American Employee Benefits
01.2024 - Current
Senior Account Manager
Alight Solutions, LLC
10.2021 - 01.2024
Client Service Supervisor
Northwestern Benefit Corporation
11.2009 - 01.2016
Senior Client Relations Representative
Northwestern Benefit Corporation
01.2004 - 10.2009
Client Relations Representative
Northwestern Benefit Corporation
02.1998 - 12.2003
Escalation Manager
OneDigital/Northwestern Benefit Corporation
2 2016 - 04.2021
BS Degree - Journalism and Public Relations
Mississippi University For Women
Georgia Insurance License for Accident, Sickness & Life
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