Kelly Nelson
Customer-focused professional with substantial experience in customer service delivery, process optimization, and strategic business planning
- Role
- Sr Benefit Counselor Benefits Counselor at Colonial Life
- Location
- Chattanooga, TN, US
- LinkedIn followers
- 500 followers
About Kelly Nelson
As an Enrollment Solutions Consultant at Combined, a Chubb Company, with over a year of experience in the role and nearly a decade in benefits counseling, I specialize in enrollment services, customer retention, and process improvement. My expertise includes educating customers on group voluntary and core benefits while ensuring seamless enrollment experiences. I collaborate with teams to enhance service delivery, optimize workflows, and provide mentorship to improve employee performance. Previous roles at Colonial Life and Unum solidified my ability to transform customer challenges into loyalty-building opportunities, contributing to organizational growth. With technical proficiency in tools like MS Office and SharePoint, I focus on delivering solutions that drive client satisfaction and compliance. Passionate about fostering relationships and exceeding expectations, I aim to empower organizations through tailored benefits strategies and exceptional customer engagement.
Experience
Sr Benefit Counselor Benefits Counselor
Jan 2016 — Present · Chattanooga, TN, US
It was another great opportunity for me to accelerate my career growth. In this role, I was accountable for enrolling and educating customers on group voluntary and core benefits while ensuring superior customer service. Through mentorship, I improved new employee phone skills and resource training. I reviewed peers\' enrollment phone calls to provide call flow advice. I assisted employees with virtual retention and enrollment. Moreover, I handled inbound worker interactions and made outbound calls as needed. I also recorded relevant information regarding customer interactions.The following are my renowned contributions:• Recognized for transforming challenges into opportunities for increased customer loyalty and potential growth.• Tracked and maintained individual and team performance metrics.• Educated workers on benefits provided and answered any questions related to enrollment offer.• Conducted audit of each team member\'s calls and provided recommendations to individuals each month.
Education
Tremper High School
High School
Kaplan University
Life and Health Insurance License
2016
Tennessee Real Estate Education
Real Estate Agent, Real Estate
2010 — 2010
Skills
- Move Up Buyers
- Listings
- Relocation Buyers
- Real Estate
- Foreclosures
- Relocation
- Working with First-Time Home Buyers
- Investors
- Buyers
- Residential Homes
- Sales
- Real Estate Transactions
- Referrals
- Working with Investors
- Selling
- Buyer Representation
- Collections
- Condos
- New Home Sales
- Customer Service
- Working with Move-Up Buyers
- First Time Home Buyers
- Single Family Homes
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