Account Executive

• Apr 2023 - Present

Lead Account Management

• Dec 2021 - Jan 2023

Mentor account managers to manage operational calls, agenda development, key client meetings and requests by capturing significant discussion topics and action items as well as sharing input and solutions to address client needs, considering priorities and team promises.→ Identify and manage special projects and process improvement opportunities to enhance organizational processes and service deliveries. → Trainer for new and existing Account Managers and Client Coordinators → Be the second level support for System Users; this requires a good understanding of Platform logics and functionality as well as client business requirements and benefit rules. → SLA oversight, including understanding and ensuring change requests from clients, are submitted through the ticketing system and confirmed to the client within the agreed times → Maintenance and tracking of CRM deliverables per areas/clients assigned. Use of dashboards and reports to track client or internal → Work with the Manager or Director of Client Services to identify and develop process improvements. → Generate and analyze reports to make recommendations internally and to clients as well as identify proactively any issues with output content → Provide new insight between client and organization to maintain positive engagement. → Conduct user-acceptance testing on system enhancements including documenting and communicating test results if requested → Working and interacting with cross-functional teams to anticipate clients’ needs and to provide clients with the best possible service Show less

PBM Senior Account Manager

• 2019 - Dec 2021

- Provide support within the Client Services Team managing operational calls, agenda development, key client meetings, and requests by capturing significant discussion topics and action items as well as sharing input and solutions to address client needs, considering priorities. - Follow up on pending topics and reach out to other business areas to provide resolutions for timely completion.- Support and identify special projects and process improvement opportunities to enhance organizational processes and service deliveries. Manage and document project tasks.- SLA oversight, including understanding and ensuring change requests from clients, are submitted through CRM and confirmed to the client within the agreed times.- Maintenance and tracking of CRM deliverables per areas/clients assigned. Use of dashboards and reports to track client or internal agreed-upon SLAs.- Prepare and/or request client reports from other operational departments within Abarca- Generate and analyze reports to make recommendations internally and to clients as well as identify proactively any issues with output content.- Conduct user-acceptance testing on system enhancements including documenting and communicating test results.- Working and interacting with cross-functional teams to anticipate clients’ needs and to provide clients with the best possible service. Show less

Membership Retention / Engagement Manager

• 2017 - 2019

As Membership Retention Manager, I manage functions pertaining to assisting and supporting the Membership Engagement Director with analysis and reports to reduce customer disenrollment, retain membership, and increase satisfaction in the Medicare Advantage (MA) and MMM Multihealth (Vital Plan) LOB’s. I pioneer the efforts across handling the entire gamut of functions pertaining to the call center, retention, and member engagement initiatives. Design and implement the strategy that fulfills the objectives, maximizes revenues, profits, and market share of the company while streamlining overall operations. I outline the long-term vision and goals mapped with short-term strategies and action plans to achieve the goals. Manage customer-centric operations and ensure customer satisfaction by achieving delivery and service quality norms I play a pivotal role in collaboration with other company departments such as enrollment, five stars, sales & marketing, and appeals & grievances. Establish and nurture productive relationships with the key decision-makers to further strategic goals. Create and maintain process and politics (P&P's) to comply with membership increase goals, membership disenrollment due to dissatisfaction, Medicare or CMS changes. Manage staff to include: interviewing, hiring, training, and development, delivering on-time performance appraisals, providing feedback, scheduling, counseling. I develop, report and present for the company's upper-level management and Primary Medical Groups to develop membership retention strategies. Monitor and ensure compliance with all guidelines for operations. I manage to solve complex problems by primarily leveraging the systems and tools currently available to the organization. Show less

Customer Service Supervisor (Call Center & Walk-In Area)

• 2014 - 2016

At Clinical Medical Services, I was responsible for monitoring inbound calls and ensuring agents deliver the best quality. I created and maintained a high-level work environment motivating associates to perform at their highest level. I performed daily call monitoring audits to provide trends and feedback to all levels of leadership. I strategically planned & conceptualized creative, out-of-the-box strategies to enhance business. I regularly communicated and followed up with representatives to ensure they informed of new information related to products, procedures, customer needs, company-related issues, changes, and actions. I analyzed the forecasted volume and available staff to ensure that staffing is scheduled most efficiently to properly utilize available resources and maintain acceptable service levels. I conducted data analysis to prepare various reports such as daily, weekly, monthly, and yearly reports, service forecast reports, cumulative, and outsource reports. Identified improvement areas and implemented measures to maximize customer satisfaction levels. Recruited staff and delivered outstanding operational leadership, increasing employee retention and identifying key training requirements to maintain quality. Worked with other departments to ensure alignment of company goals, as set by senior management and ensured that the business growth strategies are met Show less