Michelle Vann
Los Angeles
Summary
Adept at CRM proficiency and consultative selling, I spearheaded initiatives at Anthem Blue Cross that significantly enhanced proposal success rates and client satisfaction. My expertise in cross-functional coordination and client onboarding, coupled with a track record of fostering long-lasting client relationships, underscores my ability to drive revenue growth and operational efficiency.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
Client Engagement Consultant
Cigna
03.2016 - 12.2024
- Managed multiple projects simultaneously, ensuring timely completion and meeting client expectations
- Managed a book of business of medical, dental, life & disability cases
- Subject matter expert on Wellness Programs to fit their workforce goals and budgets
- Enhanced client satisfaction by delivering personalized, attentive service and addressing concerns promptly.
- Increased sales revenue with targeted marketing strategies and collaborative teamwork.
(Lead) Engagement Advisor
Cigna
05.2014 - 03.2016
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Managed a book of business on medical, dental, life & disability (high profile) cases
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty (high profile)
- Developed customer Power Point Presentations focusing on education and information on current plans for presentations
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Trained and Lead new hire Engagement Consultants
Sales Administrative Assistant
Blue Shield of CA
05.2013 - 05.2014
- Created and maintained reports, documents, and presentations to assist with administrative support.
- Collected and maintained file of receipts to coordinate expense report submission.
- Maximized time management skills to achieve multiple tasks under strict deadlines without compromising quality or attention to detail in daily responsibilities.
- All support provided for Director of Sales and Sales Representatives
Client Service Associate
Anthem Blue Cross
08.2007 - 08.2012
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
- Maintained a book of business with the Sales Representative for medical, dental & Life
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
- Researched current insurance industry trends to arm sales with with up-to-date information
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
- Organize and presented Open Enrollment Meetings, Health Fairs, Wellness Seminars, Benefit Training Sessions
Proposal Coordinator Writer
Anthem Blue Cross
10.2005 - 08.2007
- Implemented a system for continuous improvement by soliciting feedback from both internal stakeholders and external clients on submitted proposals, incorporating insights into ongoing process enhancements (Medical & Pharmacy)
- Participate during planning sessions for business requirements for proposal writers
- Identified areas for improvement within existing processes, proposing changes that led to greater efficiency and effectiveness in proposal creation.
- Developed customized templates for various types of proposals, improving consistency and reducing preparation time across the organization.
- Enhanced proposal success rates by streamlining the coordination process and implementing effective communication strategies.
Education
Some College - Business Administration
California State University, Northridge
NorthridgeSkills
- CRM proficiency
- Consultative selling
- Cross-functional coordination
- Sales Force
- MS Office
- Presentations
- Spreadsheets
- Operating Systems
Accomplishments
- Life & Disability Sales License
- Special Projects (Sales)
- Team Work Improvement Projects
- Process Improvement for Account Management Process
Timeline
Client Engagement Consultant
Cigna
03.2016 - 12.2024
(Lead) Engagement Advisor
Cigna
05.2014 - 03.2016
Sales Administrative Assistant
Blue Shield of CA
05.2013 - 05.2014
Client Service Associate
Anthem Blue Cross
08.2007 - 08.2012
Proposal Coordinator Writer
Anthem Blue Cross
10.2005 - 08.2007
Some College - Business Administration
California State University, Northridge
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