Rachel Wolfram
Naperville
Summary
Knowledgeable Client Services Consultant with proven ability to enhance client satisfaction and streamline service processes. Successfully supported multiple high-profile accounts, demonstrating expertise in client relationship management and issue resolution. Known for effective communication and strong problem-solving skills.
Overview
13
13
years of professional experience
Work History
Client Services Consultant - National Accounts
MetLife
02.2020 - Current
- Mentored new Client Services Consultants on best practices in effective communication and problem-solving techniques for successful client interactions.
- Coordinated with internal partners to deliver projects on time, resulting in satisfied clients.
- Enhanced client satisfaction by providing timely and accurate resolutions to inquiries and concerns.
- Delivered exceptional customer service through active listening and prompt issue resolution, earning high client satisfaction ratings.
- Updated accounts, documents and reports with efficiency and accuracy.
- Kept informed of specific client activities taking place (i.e., acquisitions, divestitures, layoffs, benefit plans/budget challenges, etc.) and discussed with brokers/consultants and customers.
- Provided customers with information about company offerings and answered questions about features, costs, and delivery.
- Collaborated closely with sales teams and internal partners to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Conducted regular check-ins with clients to assess progress and address any emerging challenges, ensuring ongoing support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of MetLife product and service changes.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Client Services Consultant - Regional Market
MetLife
07.2014 - 01.2020
- Provide exceptional customer service to a more complex book of business through ongoing customer delivery and client satisfaction
- A liaison between clients and MetLife internal departments to resolve client inquiries
- Partner with Sales, Account Managers, and various internal departments to ensure clients are pleased with MetLife as a whole
- Coordinates and facilitates client meetings, in person or via conference call, and prepares materials, agendas and presentations
- Growing understanding and knowledge of the detailed components and provisions in legal agreements between MetLife and the client
- Assist the client in the understanding and execution of contracts to ensure compliance
- Firm knowledge of MetLife’s group products, services and systems with the ability to apply analytical skills to the interaction of these products, services and systems
- Participate in the Knowledge Management and Voluntary Benefits SME teams to build on my knowledge of MetLife products and systems
- Help train and assist new CSC’s in their role
- A resource for new CSC’s within our region as well as other regions
Client Services Associate
The Allant Group
01.2012 - 07.2014
- Account management and administration activities related to on-going day to day operations
- Responsible for identifying and correcting inefficiencies in internal account processing, striving for continual process improvement
- Interact with various departments in order to manage account activities and support client needs on mid to high level projects
- Coordinate and prioritize all work activities as well as manager internal and external status reports
Education
Bachelor of Science - Marketing
Illinois State University
Normal, ILSkills
- Effectively able to communicate complicated concepts in an understandable manner, matching the message to the audience
- Maximize resources to achieve customer satisfaction and increased productivity, meet deadlines and goals
- Adept and experienced in problem solving and providing solutions
- Exceptional client relationship building skills
- Strong empathy
- A team player that is positive, responsive and thorough
LEADERSHIP
- A member of the MetLife Employee Worklife team2015 -2017
- The Lead in coordinating our MetLife TODAS event in Aurora in 2016
- Participant in the MetLife Women’s Business Network Lean In program
- Mentor
Timeline
Client Services Consultant - National Accounts
MetLife
02.2020 - Current
Client Services Consultant - Regional Market
MetLife
07.2014 - 01.2020
Client Services Associate
The Allant Group
01.2012 - 07.2014
Bachelor of Science - Marketing
Illinois State University
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