Chauntelle LeClair

cl8cb588@westpost.net
1971 Fountain Grass Circle * Bartlett, Illinois
* H: (847) 488-0388
* C: (630) 890-0256

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Accomplished, resourceful professional with 20 years experience in the insurance
industry. Proven expertise in project and account management for strategic bus
iness initiatives, process improvement & re-design, and training programs for Sa
les, Service & Implementation. Possesses excellent ability to communicate cross
functionally at all levels of the organization. Excels at building relationship
s and promoting team work. Successfully coordinates and directs all phases of p
roject-based efforts while managing, motivating and guiding customers and intern
al teams.
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KEY QUALIFICATIONS
* Project and Program Management
* Account Management & Implementation
* Business Training and Development
* Best Practice Improvement
* Team Leadership
* Facilitation & Negotiation
* Needs Analysis
* Quality & Efficiency Monitoring
PROFILE
* Proven track record of successfully managing strategic initiatives that suppo
rt business objectives and results by planning, developing and implementing new
processes or procedures. Owns end to end project components including creation,
roll out, maintenance and results analysis.
* Ability to partner with all levels of the organization to ensure project rele
vance and impact to the business objective, our sales/operational departments an
d the marketplace.
* Sculpt sincere, loyal and professional relationships built on trust and hones
ty with diverse groups of co-workers, clients and brokers.
* Utilize keen business instinct and leadership ability to implement effective
business plans focused on efficiency gains, process re-design and generating rev
enue for the organization.
* Possess optimal client retention capabilities; provide world-class service an
d support to existing client base translating into new cross-sell opportunities
and strong long-term relationships.
PROFESSIONAL EXPERIENCE
MetLife Insurance Company, Schaumburg, Illinois
2000 - Present
Senior Business Planning & Strategy Consultant
2009 - Present
Successful Project manager for strategic business initiatives and programs for G
roup Benefit Sales. Developed strategic and consistent approaches to selling Met
Life products and differentiating factors by creating best practices and emphasi
zing consultative selling. Utilized strong project management, influencing and
partnership skills with Sales Leadership, Product Developers, Marketing & Commun
ication Consultants and Learning & Development teams.
Achievements:
* Designed and managed an innovative process to leverage Sales Best Practices a
cross the field to increase sales activity.
* Constructed a method for operational departments to preview new product/servi
ce launch topics to sales leadership for critical feedback on the subject matter
and roll-out approach prior to sharing with the field.
* Improved job consistency and satisfaction for new and existing Client Sales C
onsultants (field support role) by creating a training path program for their ro
le.
* Devised a training program to improve the knowledge of small business sales r
epresentatives on sold case processes for mid-large market in order to increase
larger case sales with their assigned brokers.
* Launched a growth program to enable individual agencies the opportunity to se
ll group benefits.
* Established sales programs for broker/industry segmented business resulting i
n higher sales in the education and association markets.
- Continued on Page Two -

Chauntelle LeClair
- Page Two -
PROFESSIONAL EXPERIENCE - continued
MetLife Insurance Company, Aurora, Illinois
2000 - Present
Senior Implementation Consultant
2000 - 2009
Accomplished project manager for large/complex customer implementations. Conduct
ed finalist presentations, on-site meetings and regular conference calls with cu
stomers/brokers and internal partners to discuss implementation strategy, proces
ses and service capabilities. Managed relationships among internal work groups a
nd external contacts. Owned and managed implementation/service-related projects,
including new hire training programs and tools, refresher courses, process impr
ovement and redesign.
Achievements:
* Contributed to the success of overall implementation timeliness and satisfact
ion results by continuous maintenance of 100% on-time status on all my customer
installations.
* Achieved an average satisfaction survey score of 95% on my assigned customer
implementations.
* Reduced the implementation cycle time from an average of 66 days down to 45 d
ays by eliminating redundancies, adding proven efficiency gains and best practic
es to overall process.
* Successfully implemented installation and service best practices across the s
ervice center which improved results, consistency and motivation among the teams
.
* Demonstrated leadership by successfully leading the Implementation Subject Ma
tter Expert Group since inception (6 years).
* Bridged communication gaps and enhanced relationships between implementation,
 sales, service, claims and operations.
* Enhanced the customer experience by improving the customer implementation gui
de by owning the design, maintenance and system testing processes.
* Significantly strengthened the implementation training program by redesigning
training documentation, developing a refresher training program for existing em
ployees, presenting key training sessions and conducting train-the-trainer progr
ams.
* Generated team camaraderie by organizing team building events and outings.

United HealthCare Insurance Company, Chicago Illinois

1993 - 2000
Senior Account Manager
Skilled account manager for small business market (2-99 employees). Installed,
renewed and serviced 1000+ client accounts and key brokerage firms. Developed p
roactive retention strategy plans, cross-sell opportunities and underwriting rel
ationships. Assisted sales personnel and brokers in all aspects of new business
acquisition and owned the retention of existing clients. Provided optimal serv
ice to account base, researched and resolved complex service issues, instructed
HR managers on administrative processes, and conducted employee benefits/enrollm
ent meetings. Launched training classes specific to account management processe
s and etiquette.
Achievements:
* Instrumental in providing leadership and support to both sales staff and dive
rse departmental staff resulting in improved relationships and increased install
ation/renewal cycle times.
* Charged with new business/renewal process development and the implementation
of effective programs to ultimately secure sales, renewals and increase overall
revenue.
* Successfully trained, mentored and prepared 12 new hire account managers to l
ead new case, renewal and employee presentations in the field.
* Established service/renewal metrics bringing consistency to the account manag
er role.
* Improved service reputation by representing small market sales/account manage
ment at regional broker conferences and customer benefit fairs.
* Streamlined complex renewal process by improving technology and creating effi
ciency gains on letter/rate generation for 2-50 sized cases.
* Achieved several quarterly awards for outstanding service in account manageme
nt.

EDUCATION & LICENSES

* Various College Coursework
* Professional Classes: Project Management, Time Management,
Meeting Multiple Deadlines, Negotiation & Influencing skills and Presentation Sk
ills
* Life & Health Producer's License