Jerica Mercado
York,PA
Summary
Account Services Coordinator with hands-on experience managing group accounts, supporting renewals, and working directly with clients and internal teams. Known for staying organized, handling a high volume of work, and stepping in to resolve issues quickly. Strong understanding of processes and client needs, with growing involvement in account strategy and retention.
Overview
6
6
years of professional experience
Work History
ACCOUNT SERVICES COORDINATOR
Delta Dental of Pennsylvania
07.2023 - Current
- Manage multiple books of business of about 200 groups, helping keep accounts stable and supported throughout the year
- Stay involved in renewals by pulling together benefit updates, reviewing plan changes, and preparing materials used in renewal discussions
- Work closely with Account Managers to support retention efforts and keep accounts on track heading into renewal periods
- Act as a main point of contact for day-to-day account needs, connecting clients with internal teams and making sure requests are handled correctly
- Coordinate with departments like Enrollment, Billing, Contracts, and Web to ensure smooth delivery of account services
- Respond to requests within a 24-hour turnaround time, helping maintain strong service expectations and client satisfaction
- Step in to resolve issues and escalate when needed, sharing solutions or patterns that could improve processes or prevent repeat issues
- Support updates and reporting in Salesforce to keep account activity, changes, and renewal work documented
- Balance a high volume of work while staying organized and meeting deadlines across multiple accounts and priorities
- Help train new team members and support consistency across the team channels.
- Collaborated with cross-functional teams to streamline processes and enhance operational efficiency.
ASSOCIATE ACCOUNT SERVICES COORDINATOR
Delta Dental of Pennsylvania
07.2022 - 06.2023
- Completed 750+ cases in a year, keeping up with workload while maintaining accuracy
- Supported 6 Account Managers across a large book of business (1,300+ accounts), helping keep accounts moving and serviced
- Managed and tracked cases in Salesforce to keep requests organized and completed on time
- Helped coordinate open enrollments and benefit fairs for groups
- Put together PowerPoints and materials used for client-facing meetings and renewals
- Recognized as Most Resourceful and received multiple Step-Up Awards
- Helped train new hires and supported teammates with daily work
Customer Advocate (SME)
Delta Dental of Pennsylvania
11.2020 - 06.2022
- Resolved customer inquiries related to dental benefits and claims processing.
- Trained new team members on customer service protocols and systems. Acted as SME, supporting consistent performance across team
- Implemented feedback mechanisms to enhance customer satisfaction initiatives.
- Maintained 97% Quality Assurance score and high customer satisfaction ratings
- Delivered one-call resolution to improve efficiency and client experience
- Cross-trained across PPO, Delta Care USA, Medicare, and Medicaid programs
Education
ASSOCIATE DEGREE - Business Administration
Elizabethtown College
Elizabethtown, PA05-2026
HIGH SCHOOL DIPLOMA -
MCCASKEY HIGH SCHOOL
Lancaster, PA01-2005
Skills
- Bilingual (Spanish speaking)
- Renewal Support
- Salesforce
- Cross-functional Collaboration
- Communication
- Problem Solving
- Time Management
Timeline
ACCOUNT SERVICES COORDINATOR
Delta Dental of Pennsylvania
07.2023 - Current
ASSOCIATE ACCOUNT SERVICES COORDINATOR
Delta Dental of Pennsylvania
07.2022 - 06.2023
Customer Advocate (SME)
Delta Dental of Pennsylvania
11.2020 - 06.2022
ASSOCIATE DEGREE - Business Administration
Elizabethtown College
HIGH SCHOOL DIPLOMA -
MCCASKEY HIGH SCHOOL