1. Mia Hall
4779 Ilkley Moor Lane
Ellicott City, MD 21043
C (443) 768-9066
Memehall76@gmail.com
Professional benefits administrator with over 15+ years of experience with exceptional interpersonal
communication and human relation skills. Known for success in “making the customer happy” while
preserving company priorities. Recognized as the Go-To person for HRA, FSA and COBRA policies,
government regulations and work processes for employees, clients and brokers. Proficient in all standard office
desktop software programs.
PROFESSIONAL EXPERIENCE:
ProSource, Columbia, Maryland 2012-Present
Senior Client Service Manager
o Client Service Manager for over 100 HRA clients
o Back-up Client Service Manager for over 130 FSA clients and 200 COBRA clients
o Direct and implement Open Enrollment processes for over 500 individual enrollees
o Go to person for HRA regulations and system issues
o Create and implement new processes to maintain work flow
o Process online banking for ACH credit and debit of participant and client accounts
o Conduct client meetings and conference calls to review HRA, FSA and COBRA administration and
processes
o Respond to inquiries from HRA, FSA, and COBRA participants, clients and brokers
o Train new employees
CBIZ (Benicor was acquired by CBIZ in 2002), Columbia, Maryland 2000-2007
Account Manager 2008-2011
o Analyzed and evaluated services, coverage options available through insurance companies and third
party administrators to determine the best action plan to meet the needs of client organizations.
o Planned and directed implementation and administration of employee benefit programs (medical, dental,
vision, EAP, FSA and COBRA plans).
o Developed and executed renewal and/or marketing plan for clients.
o Negotiated renewal action based on client needs.
o Presented and recommended benefit plan changes to client organizations.
o Coordinated transfer of client and participant data to external vendors, plan providers and consultants.
o Provided guidance to clients on government regulations, benefits program benchmarking trends and
prevailing employer practices.
o Closely monitored clients and provided innovative industry solutions in line with clients’ business and
needs.

2. o Served as a technical and interpersonal link between insurance carriers, advisors and the client.
o Conducted client meetings to roll out changes or review implemented benefit programs.
Mia Hall Page 2
Customer Service Manager, Supervising ten processors 2002-2007
o Oversaw daily activities and supervised workflow for a team of Customer Service Representatives who
educated participants on benefits, and COBRA laws.
o Managed a team of Customer Service Associates that focused on meeting Customer Service efficiency
and quality standards.
o Designed quality control program and implemented standards to coach employees toward high
performance and success.
o Provided direction to implement Open Enrollment processes for over 6000 individual enrollees.
o Resolved all escalated Customer Service problems/inquiries without requiring additional escalation.
o Reconciled each month over $1.5 million in monthly premium payments for over 300 clients
o Created, processed & reconciled month-end COBRA close reports
o Conducted client meetings to Implement new COBRA clients and review COBRA administration and
processes
o Responded to inquiries from COBRA participants, clients and brokers
o Led the process of interviewing and hiring Customer Service Associates.
o Maintained timecards for payroll
o Trained and supervised new processors and customer service personnel to ensure optimum satisfaction
of clients
Benefits Administrator II and III Calverton, Maryland 1999-2002
o Processed over 500 Initial and COBRA qualified beneficiary event notices per week
o Reviewed and approved of COBRA accounts for Social Security Disability extensions within COBRA
regulations
o Provided specialized customer service to COBRA participants and clients interpreting COBRA, HIPAA
and ERISA laws and regulations
o Terminated and reinstated participants with carrier/clients
o Processed and managed retiree accounts
o Assisted training new employees
Office Support - Calverton Maryland 2000-2000
o Maintained department files and light office duties
o Performed administrative level secretarial/clerical duties of a confidential nature.
Magellan Behavioral Health/Administrative Support - Columbia Maryland 1996-1999
o Over four years of service as an Account Manager and Customer Service Supervisor managing overall
processes for mental health and substance abuse benefits management. As a leader of these departments,

3. I took a key role in improving the customer/client experience through the following tactics: mentoring,
directing, supervising overall functions and staff of customer service operation, handling top-notch
professional support services, providing personal interaction and resolving varied client inquiries and
complex issues involving benefits, claims processing and pre-authorizations.
TRAINING:
o Certificates in COBRA and HIPAA Compliance (1999 – 2006)
o Excelling as a First-Time Manager or Supervisor (2002)
o Customer Service seminar (2000)
o Organizational Skills Seminar (2000)
EDUCATION:
o Business Management Coursework at Howard Community College,
Columbia, Maryland (1996-1997)
COMPUTER SKILLS:
o Windows, Excel, Word, Adobe, QuickBooks, FaxCore, Data Path and Travis (COBRA Softwares),
Benny, PayDirect (FSA, HRA Software)