Darnell Abston, Service Center Supervisor 

As a service center supervisor, I manage complex participant issues that require in-depth knowledge, analysis and research to find solutions. I also handle training and development of my peers to ensure that we are meeting and exceeding the level of quality our clients have come to expect. 

My role is integral to the employee experience. As a supervisor, it falls on me to make sure my team is knowledgeable about the health benefits offered, the process of enrolling and what to expect after enrollment is completed. If there is an issue, I really take it seriously and dig into the root cause to come up with a resolution.

My largest motivator is the genuine gratitude that we receive from employees who begin an interaction with us not knowing a lot when it comes to health benefits and leave equipped with the knowledge to make responsible decisions about their healthcare. I empathize with being unfamiliar with how health benefits work; I have learned so much during my time in this role. It’s very rewarding to be a part of that learning process and be able to pay it forward.