Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Carter

Camden

Summary

Detail-oriented Senior Enrollment Materials Specialist with 13+ years of combined experience in designing and managing enrollment processes for diverse client groups. Expertise in developing comprehensive enrollment materials and ensuring compliance with industry standards. Skilled in collaborating with cross-functional teams to streamline workflows and enhance client engagement. Adept at utilizing data analysis to optimize enrollment strategies and improve operational efficiency.

Overview

16
16
years of professional experience

Work History

Senior Enrollment Materials Specialist

AFLAC
10.2015 - 03.2025
  • Process custom group enrollments by providing comprehensive enrollment materials, ensuring a seamless experience for clients and stakeholders.
  • Assigned as a key point of contact for implementation, guiding the enrollment process from pre-sale through to completion, enhancing client satisfaction and engagement.
  • Define plans and adhere to underwriting guidelines by utilizing EPS in collaboration with Client Managers, resulting in accurate and timely group enrollment.
  • Streamline enrollment processes by assisting in the planning, creation, and implementation of effective strategies, improving overall efficiency and accuracy.
  • Coordinate new group enrollments and case setups, including master applications and enrollment forms, while effectively responding to internal inquiries and providing timely solutions.
  • Resolve barriers and issues proactively, enhancing the enrollment process and ensuring that client needs were met promptly and effectively.
  • Contribute to process development by attending meetings and collaborating with cross-functional teams, driving improvements in enrollment workflows.
  • Complete electronic case build requirements for groups enrolling electronically, ensuring compliance and facilitating a smooth enrollment experience.
  • Project owner for new proposal system for my team. Developed Standard Operating Procedures for my team to use for new system.
  • Worked with Underwriting to obtain Guarantee Issue offers and custom rates that the group and platform would use for their enrrollment.
  • Collaborated with other seniors to create department Standard Operating Procedure for Enrollment Setup. Maintained Standard Operating Procedure and made updates as process changes occurred.
  • Assigned as team trainer for newly hired employees on process, systems, forms and electronic enrollments.
  • Served as a point person for new systems and provided validation and feedback for our team.

Enrollment Materials Specialist

AFLAC
03.2012 - 10.2015
  • Ensured effective implementation by acting as the main contact from pre-sale through to the finalization of enrollment documents, significantly improving client engagement and satisfaction.
  • Created competitive pricing structures and comprehensive underwriting criteria in partnership with the implementation coordinator, delivering customized plan definitions that addressed a variety of client requirements.
  • Enhanced enrollment efficiencies by supporting the design, development, and execution of enrollment processes, leading to fewer mistakes and faster group enrollments.
  • Managed aspects of new group enrollments and case configurations by overseeing master applications and communications, which expedited responses to internal demands and inquiries.
  • Quickly identified and addressed obstacles within the enrollment process, ensuring a fluid experience for clients and minimizing potential interruptions.
  • Participated in process improvement discussions by regularly attending meetings, contributing to advancements that boosted team productivity and streamlined operations.

Customer Service Representative

Verizon Wireless
03.2009 - 03.2012
  • Answering Inquiries: Responding to customer questions about products, services, or company policies via phone, and email.
  • Resolving Issues: Handling customer complaints, returns, and other issues effectively and efficiently.
  • Providing Information: Offering details about products, pricing, availability, and other relevant information.
  • Processing Orders: Taking orders, processing payments, and ensuring accurate record-keeping.
  • Maintaining Records: Keeping track of customer interactions, issues, and resolutions.
  • Escalating Issues: Referring complex or unresolved issues to supervisors or other specialists.
  • Ensuring Customer Satisfaction: Striving to make every customer interaction positive and leave customers feeling satisfied.
  • Using Technology: Proficiency in using customer service platforms and other relevant tools.
  • Collaborating with Others: Working with other departments (e.g., sales, operations) to resolve customer issues and improve the customer experience.


Education

GED Diploma -

LEXINGTON ADULT EDUCATION

Skills

  • Enterprise Proposal System
  • Enrollment Process Design
  • Document Management Systems
  • Regulatory Compliance
  • Data Analysis & Reporting
  • Project Management
  • Content Development
  • Quality Assurance
  • Customer Relationship Management (CRM)
  • Workflow
  • Plan Documentation
  • Risk Assessment
  • Budget Management
  • Customer Needs Assessment
  • Outlook
  • Excel

Timeline

Senior Enrollment Materials Specialist

AFLAC
10.2015 - 03.2025

Enrollment Materials Specialist

AFLAC
03.2012 - 10.2015

Customer Service Representative

Verizon Wireless
03.2009 - 03.2012

GED Diploma -

LEXINGTON ADULT EDUCATION

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Kelly Carter