Tracy Freeman
Bellwood
Summary
Dynamic Client Delivery Specialist with a proven track record at Mercer and Aptia Group, adept at building trust and delivering high-quality solutions. Skilled in Microsoft Office Suite and project management, I excel in analyzing client feedback and resolving escalations, ensuring exceptional service and client satisfaction. Strong communicator with a focus on relationship-building and problem-solving.
Overview
17
17
years of professional experience
Work History
Client Delivery Specialist
Aptia Group
Bellwood
03.2024 - Current
- Serve as a main point of contact, building trust and understanding client needs.
- Oversee the execution of projects, ensuring they meet quality standards and deadlines.
- Address client issues, concerns, and escalations promptly and effectively.
- Work with internal teams (sales, tech, operations) to deliver solutions.
- Provide updates, analyze feedback, and report on client trends and performance.
Client Delivery Specialist
Mercer
Bellwood
06.2022 - 02.2024
- Served as a main point of contact, building trust and understanding client needs.
- Oversaw the execution of projects, ensuring they met quality standards and deadlines.
- Addressed client issues, concerns, and escalations promptly and effectively.
- Worked with internal teams (sales, tech, operations) to deliver solutions.
- Provided updates, analyzed feedback, and reported on client trends and performance.
Claims and Appeals Management Specialist
Alight
Lincolnshire
01.2013 - 06.2022
- Researched and analyzed ERISA claims and appeals to ensure employee benefit plans were being administered in accordance with Plan rules.
- Completed extensive research using in-depth knowledge of healthcare benefits.
- Demonstrated excellent written communication skills in corresponding with Plan participants through written letters.
- Efficiently organized and prioritized the processing of claims to maintain a high level of quality while adhering to ERISA timelines.
- Maintained strong relationships with client contacts and served as a daily point of contact.
- Scheduled and led client meetings to discuss cases and provide status updates.
- Acted as a Subject Matter Expert (SME) and assisted onshore and offshore coworkers by answering questions and providing guidance.
Human Resources Outsourcing Customer Service Associate and Executive Advocacy Group Specialist
Aon Hewitt (formerly Hewitt)
Lincolnshire
01.2011 - 01.2013
- Partnered with union representatives and client contacts to resolve escalated employee benefit issues.
- Facilitated training for annual enrollment.
- Counseled employees regarding healthcare benefits.
- Processed benefit elections for newly eligible enrollment, annual enrollment, and qualified status changes.
- Gained significant experience in problem solving and establishing customer relationships.
- Prioritized and displayed time management skills by working independently on various cases while adhering to timelines.
- Medicare Specialist-including ESRD.
- Full Knowledge in employee benefits including medical (HMO, PPO, EPO, indemnity ; fully-insured/self-insured), dental, prescriptions, life insurance, disability, reimbursement.
Human Resources Outsourcing Customer Service Associate
Spherion
Lincolnshire
01.2009 - 01.2011
- Researched issues escalated by the client and provided resolution.
- Counseled employees regarding healthcare benefits.
- Processed benefit elections for newly eligible enrollment, annual enrollment, and qualified status changes.
- Gained significant experience in problem solving and establishing customer relationships.
- Prioritized and displayed time management skills by working independently on various cases while adhering to timelines.
- Medicare Specialist-including ESRD.
- Full Knowledge in employee benefits including medical (HMO, PPO, EPO, indemnity ; fully-insured/self-insured), dental, prescriptions, life insurance, disability and reimbursement.
- Contracted to work for Hewitt
Education
Pharmacy Technology - Pharmacy Technology
Triton College
River Grove, IL01.2001
Skills
- Microsoft Office Suite
- Word
- Excel
- PowerPoint
- OneNote
- Lotus Notes
- Outlook
- Jama
- TBA Platform
- Oracle
- Plan Smart Platform
Timeline
Client Delivery Specialist
Aptia Group
03.2024 - Current
Client Delivery Specialist
Mercer
06.2022 - 02.2024
Claims and Appeals Management Specialist
Alight
01.2013 - 06.2022
Human Resources Outsourcing Customer Service Associate and Executive Advocacy Group Specialist
Aon Hewitt (formerly Hewitt)
01.2011 - 01.2013
Human Resources Outsourcing Customer Service Associate
Spherion
01.2009 - 01.2011
Pharmacy Technology - Pharmacy Technology
Triton College