Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• Manager, Customer Success

  • Apr 2023 - Present

  NYC

• Interim Senior Manager

  • Dec 2022 - Jun 2023

  New York City Metropolitan Area Spearheaded the restructuring of the Account Management to Customer Success Department with fellow leaders and oversaw the newly formed Customer Success Operations Specialist department.

• Manager Account Management

  • Jul 2019 - Apr 2023

  New York City Metropolitan Area Built and hired a team of four Account Managers, three Strategic Account Managers, one Partner Account Manager and one Offboarding Coordinator that required a rigorous interviewing process. I was involved throughout the entire process which started with the initial phone screen to the offer letter and reference checks. Each Account Manager on my team is the Point of Contact for 60 to 70 clients located across various regions in the country. My Account Management team has a net retention… Show more Built and hired a team of four Account Managers, three Strategic Account Managers, one Partner Account Manager and one Offboarding Coordinator that required a rigorous interviewing process. I was involved throughout the entire process which started with the initial phone screen to the offer letter and reference checks. Each Account Manager on my team is the Point of Contact for 60 to 70 clients located across various regions in the country. My Account Management team has a net retention rate of 99.36%. Our current CSAT score YTD is 4.85. I also manage the largest Account Management team with the lowest attrition rate. Consistently coach and train my team to increase their value for their clients. Helping them improve their knowledge of Justworks, honing in on their customer service skills with presentations, holding weekly meetings with multiple stakeholders regarding health insurance renewals, payroll, best human resource practices and additional services we offer to maintain and enhance the client relationship. Was the department's primary stakeholder for the pricing updates that impacted over 50% of our customers. I was involved in the strategy, communication and planning sessions. This ensured we had successful execution by equipping the department with the proper logistics, resources and communication plan. I managed and oversaw the subscription fees process of our clients which can be purchased on a monthly or yearly basis. I am also the resource of the Account Management team for any subscription related questions and decisions that involves different nuances. Consistently collaborate with our Marketing Team on different marketing initiatives, events and workshops to engage with and provide additional value to our customers. Collaborated with with our Product Team to implement Product Feedback Sessions that facilitated client communication directly with our Product team to allow feedback of the Justworks platform to encourage product improvements.

• Strategic Account Manager

  • Dec 2018 - Jun 2019

  New York, New York - Primary contact for 45 medium sized businesses to assist and guide them with their payroll, benefits, taxes, compliance, and other HR related issues to ensure high client satisfaction and maintain strong relationships. - Provide guidance, expertise and educate decision makers to remain compliant to state and federal laws in regards to HR related issues. - Collaborate with internal departments to improve processes to help increase our customer’s satisfaction. - Build long-lasting… Show more - Primary contact for 45 medium sized businesses to assist and guide them with their payroll, benefits, taxes, compliance, and other HR related issues to ensure high client satisfaction and maintain strong relationships. - Provide guidance, expertise and educate decision makers to remain compliant to state and federal laws in regards to HR related issues. - Collaborate with internal departments to improve processes to help increase our customer’s satisfaction. - Build long-lasting relationships with the company’s decision makers to ensure the company is retained as a customer. - Continuously educating our customers on new products and services offered in relation to benefits, payroll, taxes, compliance and HR related trends. - Diligently respond to, resolve and address issues quickly to ensure a timely response while maintaining a high level of professionalism and educating the customer. - Consistently schedule in-person meetings with decision makers to up sell the product, address any questions and concerns, provide education on the product, educate on new market trends and new product offerings. - Interviewing potential candidates for Customer Success Positions. Providing and discussing feedback to our internal team about the candidate’s qualities to evaluate if the candidate is a good fit for the position. - Mentoring Account Managers to ensure they are fully educated and successful in their role. Consistently schedule shadow hours which help address current inquiries the mentors are working on and educating them on the Human Resources functionalities in Justworks

• Account Manager

  • Jul 2017 - Nov 2018

  New York, New York - Primary contact for 78 small businesses to assist and guide them with their payroll, benefits, taxes, compliance, and other HR related issues to ensure high client satisfaction and maintain strong relationships. - Provide guidance, expertise and educate decision makers to remain compliant to state and federal laws in regards to HR related issues. - Collaborate with internal departments to improve processes to help increase our customer’s satisfaction. - Build long-lasting… Show more - Primary contact for 78 small businesses to assist and guide them with their payroll, benefits, taxes, compliance, and other HR related issues to ensure high client satisfaction and maintain strong relationships. - Provide guidance, expertise and educate decision makers to remain compliant to state and federal laws in regards to HR related issues. - Collaborate with internal departments to improve processes to help increase our customer’s satisfaction. - Build long-lasting relationships with the company’s decision makers to ensure the company is retained as a customer. - Continuously educating our customers on new products and services offered in relation to benefits, payroll, taxes, compliance and HR related trends. - Diligently respond to, resolve and address issues quickly to ensure a timely response while maintaining a high level of professionalism and educating the customer. - Consistently schedule in-person meetings with decision makers to up sell the product, address any questions and concerns, provide education on the product, educate on new market trends and new product offerings. - Interviewing potential candidates for Customer Success Positions. Providing and discussing feedback to our internal team about the candidate’s qualities to evaluate if the candidate is a good fit for the position.



Healthplex, Inc.

• United States
• Insurance
• 1 - 100 Employee

• Account Associate

  • May 2016 - Jul 2017

  Uniondale, New York Account Management: -As primary client contact, I maintain strong relationships, ensuring high client satisfaction and contract renewals. -Diligently respond to, resolve and address issues quickly by collaborating with internal departments. -Implement and enhance changes to group plans, maintaining superior client satisfaction. -Educate existing clients on areas ranging from plan benefits to plan designs. -Run quarterly client utilization reports updating them on the… Show more Account Management: -As primary client contact, I maintain strong relationships, ensuring high client satisfaction and contract renewals. -Diligently respond to, resolve and address issues quickly by collaborating with internal departments. -Implement and enhance changes to group plans, maintaining superior client satisfaction. -Educate existing clients on areas ranging from plan benefits to plan designs. -Run quarterly client utilization reports updating them on the profit margin and utilization of their group plan. Marketing: -Represent company at group benefits fairs, seminars, outings and industry conferences to promote and present products to prospective group administrators, brokers and employers. -Collaborate with the sales department on Request for Proposals (RFP) ensuring retention of existing clients and acquisition of new clients -Contribute to rate renewal proposals for existing clients, maximizing company profit yet enhancing client satisfaction. -Implement, review and edit marketing ads before their release for events, fairs and conferences.

• Quality Management Associate

  • Jan 2013 - May 2016

  Nassau County, NY -Responsible for investigating vacuous complaints and appeals for Independent Health, Metroplus and Excellus/Univera Guildnet, Aetna and Empire Blue Cross Blue Shield Health Plus for denied dental services. -Manage over a 100 different cases on a monthly basis, most of which were either Medicaid or Medicare. -Prepare cases for review ensuring that all necessary information, such as correspondence, internal and external responses, radiographs, and dental charts, have been obtained during… Show more -Responsible for investigating vacuous complaints and appeals for Independent Health, Metroplus and Excellus/Univera Guildnet, Aetna and Empire Blue Cross Blue Shield Health Plus for denied dental services. -Manage over a 100 different cases on a monthly basis, most of which were either Medicaid or Medicare. -Prepare cases for review ensuring that all necessary information, such as correspondence, internal and external responses, radiographs, and dental charts, have been obtained during investigation. -Effortlessly maintain 100% efficiency as all cases are given a 30 day deadline. -Implemented a training tool to ensure employees are thoroughly investigating and resolving cases in a timely manner. -Diligently respond to inquiries from clients to ensure the outcome is correctly handled. -Proofread, revise and document all actions during an investigation for auditing purposes to consistently achieve complete accuracy. -Review initial setups of complaints and appeals completed by fellow colleagues to comply with HIPAA regulations. -Correspond to internal departments, NYS Judges and external entities such as dentists, clients, and in-network and out-of-network providers to ensure a complete resolution of fair hearing cases.