Emily Kaeter

• Oversee implementations for our new customers, up to 25 clients at a time, on all 3 of our platforms.

• Project Manage a team of 3-8 internal partners to meet numerous deadlines to ensure the client’s onboarding is successful.

• Developed and conducted training sessions for the Implementation team to teach them a new platform.

• Created Statutory Disability training materials and trained other Implementation Managers and Installation processers and acted as a mentor their first year after learning the new product.

• Lead our Inkling Training team to create and maintain the Implementation team’s training documentation.

• Co-created an Implementation Playbook which serves as a backdrop for our implementations

· Supported the field offices with in forceclient business needs and handled complex service projects.

• Managed inforce customers’ service needs such as enrollment audits and amendments.

• Created defined service recovery plans when necessary.

• Developed and maintained relationships with groups, brokers and internal partners.

• Worked on numerous projects including managing the Worksite Re-enrollment inbox, assisted with the SharePoint build of the Customer Centricity Champions group, worked on the Executive Call Listening/Call Library Project and worked on the 2016 Enrollment Debrief project.

· Responsible for the management and daily maintenance of over 850 accounts.

• Successful in providing a strong level of customer service with brokers and policyholders.

• Determined the root cause resolution for client complaints through active listening and developed action plans for resolution.

• Coordinated between multiple departments to assist with finalizing renewals, determining exposure and ensuring that certificates were completed timely.