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Click here or scroll down to respond to this candidateCandidate's Name
Mobile: PHONE NUMBER AVAILABLE / FloridaEMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLEProven record of retention and growth, driving operational excellence across industries: insurance, healthcare, workers' compensation, logistics/supply chain, SaaS. Adept at uncovering process gaps for improvement, collaborating across departments to achieve desired outcomes and deliver outstanding customer experience. Expert in finding common ground to pull the best out of people to maximize results. SkillsCustomer relationship, retention and growth, cross/up-selling, SaaS, account management, data analytics, strategic/critical thinking, leadership, people management/development, training, process/quality improvement, project management, implementation, oral/written communication, detail/process oriented, solutions-driven, Software proficiency: (CRM) Salesforce super user, Microsoft Office, Teams, Slack, Jira, ServiceNow, Epic, Confluence, Zoho, SharePointExperienceCareMetx, Maryland/Florida 11/2021-10/2023Customer Success ManagerOversight of SaaS program management for assigned book of businessTrack team performance to ensure service level and contractual obligations are met/exceededRevenue capture and invoicingCollaborate with Operations and IT to implement accurate/timely change management enhancements Partner with project manager on implementationsOversight of patient communication campaigns (email, mail, text)Contract negotiationsMemorial Healthcare System, Florida (2021) 2/2021-11/2021 Advance Registration RepresentativeAssessed patient eligibility and coordinated benefits, ensuring smooth onboarding for new patients.Managed preauthorization processes and communicated financial responsibilities to patients effectively. Ultimate Software/UKG, Florida 8/2020-12/2020Customer Success Representative Contract/Temp (2020)Resolved customer issues related to payroll and tax applications, ensuring prompt case management. iRoofing, Florida 1/2020 3/2020 (Covid)Customer Account Manager (2020)Onboarded and trained clients on a SaaS platform, achieving a 99% client retention rate.Analyzed post-training data to support user engagement and identify further training needs. DHL, Florida 2010 2019Customer Success & Sales Steering ManagerRetained (98%) and grew business by adding new lanes and products for healthcare / pharmaceutical/ biotech customers: Sanofi, Dentsply, Teva/Actavis, Bristol Myers SquibbLed quarterly business reviewsWeekly 1:1 sales activity review with Business Development team, including pipeline, churn, opportunity status, ship to profile and prospectsDeveloped tools to ensure data quality, billing/accounts payable discrepancies for correction and collectionCreated and conducted training for customers on SaaS portal built on Salesforce platformDesigned and monitored post-shipment surveyLiaised cross-departmentally to identify service gaps and implement solutionsNon-disclosure agreements and contracts for new customersPackaging and shipment logisticsBroadspire Services, Inc., Plantation, Florida 2004 2009 Sr Sales Proposal Developer, Proposal Dept (2004 2007), Supervisor, Proposal Dept (2007 2009)Ensured quality/production of Requests for Proposals (RFPs) to assist sales in increasing company revenueLead strategic war room meetings with subject matter experts to present most compelling proposals to win new and retain existing businessManaged proposal librarySupervised team of five, promoted from Sr. Proposal Developer Consolidated Billing Company, Ft. Lauderdale, Florida 2002 2004 Manager, Sales and Marketing Administration (2002 2004)Increased sales revenue by presenting business concept to insurance carriers, brokers and employer groupsCreated and developed multi-media marketing materials to aide in distribution of salesCreated new business procedures for end-to-end sales processAdministrator of Salesforce CRMInitiated and led marketing outreach programsCigna, South Florida 1987 2001Various rolesProgressed through multiple positions in client services and account management, building a foundation in customer success and operational management.Education Florida International University - BA Degree Florida State University |
