Karen Bazzell
Chattanooga,TN
Summary
Dedicated disability and leave management professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Focused on identifying client needs and promoting a "client-first" mentality driving company revenue and client loyalty.
Overview
9
9
years of professional experience
Work History
Senior Client Support Consultant
Sun Life Financial
02.2023 - Current
- Primary point of contact for Senior Client Relationship Executive, Groups/Employers, Brokers to provide end to end claim experience solutions, education and service in the National Account space of 2000+ enrolled lives.
- Complete file audits for accuracy, learning opportunities and improved operational processes.
- Respond to all client inquiries and asked appropriate questions to facilitate resolution.
- Deliver outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Partner with Implementation Consultants to ensure a seamless implementation of Group Claims Products.
- Proactively assess, clarify and validate client needs on an ongoing basis
- Trusted Subject Matter Expert in STD, FMLA, PFL/PFML
Client Advocate
Sun Life Financial
09.2021 - 01.2023
- Facilitated expedient and accurate resolution to client inquiries, issues and concerns.
- Developed and maintained excellent working relationships with CRE, EBR and other internal business partners.
- Partnered with Client Relationship Executive to service client needs.
- Collaborated with internal and external business partners to enhance customer service experience.
- Monitored premium calculations, payments received and reconciliations for lapse prevention.
- Escalated issues with root cause analysis to partner with internal teams on continuous improvement opportunities.
- Obtained and submitted all necessary data for policy amendments.
- Maintained complete documentation of all activities in Salesforce.
- Responded to all inquiries within 24 hours.
Client Liaison
Unum Insurance Company
08.2020 - 09.2021
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customer about policies and procedures.
- Utilized active listening skills to identify customer needs and provide appropriate solutions
- Trained and mentored new Client Liaison's on best practices to meet organization goals.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Integrated Paid Leave Specialist
Unum Insurance Company
06.2019 - 08.2020
- Administered leave requests under FMLA and Paid Family Leave under compliance of Federal and State Leave laws.
- Responsible for technical expertise of FMLA, 225+ state regulations and employer paid/unpaid corporate leave polices.
- Hybrid adjudication and ongoing management of complex leaves under all applicable leave types.
- Responsible for ongoing management of 275+ caseload within 2 business day turn-around time with 98% accurate.
- Collaborated with managers to identify and address training opportunities.
- Provided ongoing training for new hires and mentees.
- Demonstrated respond, friendliness and willingness to help wherever needed.
Paid Leave Specialist
Unum Insurance Company
12.2018 - 05.2019
- Exhibited broad knowledge of New York Paid Family (NY PFL) Leave Law.
- Determined eligibility and entitlement under NY PFL.
- Evaluated and made informed decisions of qualifying events from medical documentation under NY State Leave Law.
- Applied effective time management techniques to meet tight deadlines
- Maintained ongoing management of 300+ caseload within 2 business day turn-around time and 98% accuracy.
Customer Services Specialist I-IV
Unum Insurance Company
01.2016 - 12.2018
- Followed up with customers to offer additional support and check resolution satisfaction.
- Documented problems and corrective actions to maintain records.
- Accurately communicated claim and policy information.
- Consistently exceeded average handle time of 4 minutes or less.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Skills
- Attentive listener
- Client relationship management
- Issue resolution proficiency
- Building client rapport
- Collaborative team player
- In-depth product knowledge
- Customer-facing communication
- Training and coaching
- Cross-functional coordination
Timeline
Senior Client Support Consultant
Sun Life Financial
02.2023 - Current
Client Advocate
Sun Life Financial
09.2021 - 01.2023
Client Liaison
Unum Insurance Company
08.2020 - 09.2021
Integrated Paid Leave Specialist
Unum Insurance Company
06.2019 - 08.2020
Paid Leave Specialist
Unum Insurance Company
12.2018 - 05.2019
Customer Services Specialist I-IV
Unum Insurance Company
01.2016 - 12.2018
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