Albert Cox Email & Phone Number

Orlando, Florida, Us

• Led and mentored a team of Managers supporting benefits administration technology and additional services such as COBRA, ACA, Dependent Verification, Eligibility Outsourcing. • Developed and implemented client success strategies to enhance client satisfaction and retention. • Collaborated with senior leadership to align client success initiatives with company goals. • Oversaw the client lifecycle, ensuring proactive engagement and support. • Built and maintained strong relationships with key stakeholders in client organizations. • Established and monitored performance metrics to track client success and team effectiveness. • Drove revenue growth through upselling and cross-selling opportunities. • Ensured the achievement of client success KPIs, including client retention rates and satisfaction scores. • Worked closely with Sales, Marketing, Product, and Operations teams to ensure a seamless client experience. • Provided feedback to internal teams to improve product offerings and service delivery.

Orlando, Florida, Us

• Exceeded targets for client retention and growth in both software and service• Implemented client health monitoring strategies and heal desk activities• Designed and executed customer success playbooks based on identified risks• Developed scalable service strategies to improve efficiencies and reduce costs• Retained and grew the client advocate population in support of new growth• Utilized customer feedback to prioritize product bugs and features• Re-designed the customer onboarding experience and touchpoints• Defined, managed, and reported key performance metrics to executive leadership

Orlando, Florida, Us

• Implemented the Customer Success Engagement Model and Organizational Design• Increased product adoption through software features, pricing, and content marketing• Delivered operational efficiencies through cross-functional business channels• Coordinated with carrier and broker partners to deliver carrier integration functionality, change management, and product enablement• Created dashboard scorecards for simplified KPI tracking and reporting

Orlando, Florida, Us

• Established and maintained relationships with Decision Makers at Executive Level • Assigned resources to accounts based on staffing strategies• Partnered with Ongoing Service Teams to deliver high quality services to Client• Drove continual efficiency and value to the relationship by implementing additional system functionality / processes as identified• Maintained documentation regarding client activity and responsible for updating all client documentation including client action plans and CRM cases• Act as project manager / coordinator for all client special projects including annual open enrollment across the aligned channel• Developed data metrics to report to clients

Orlando, Florida, Us

• Established and maintained relationship with all key client decision makers and contacts • Managed and/or participated in the account implementation process serving as technical and process best practices expert and helping build expectations for future relationship• Partnered with Ongoing Service Teams to deliver high quality services to Client• Established point of escalation contact with day-to-day contacts at Client Company• Meet at least quarterly with day-to-day contacts to review service level agreements

London, Gb

The Benefits Operations Manager (BOM) is accountable for their aligned client(s) operational performance, including meeting and exceeding contractual performance standards and CSG Scorecard operations measures. He or she is responsible for making sure that all the portions of ongoing service delivery work smoothly and result in high-quality service for plan sponsors and plan participants. This includes project scheduling, capacity and utilization management, delegating work to meet deliverables, and tracking the status of outstanding issues. He or she is accountable for identifying process improvements that will lead to year-over-year efficiencies in his/her aligned client(s) operational workloads. He or she is also a key contact for day to day client contacts and Third-Party Administrators, as well as all Shared Services that impact ongoing operations: Business Process Outsourcing (BPO), Customer Service (CS), Fulfillment, etc. The BOM is responsible for identifying, planning, transitioning, and monitoring work activities that are performed using BPO resources. This role may be leveraged across multiple teams.

London, Gb

• Implemented multiple clients across several databases and platforms• Researched complex participant issues and produce recommendations by analyzing financial data and fact patterns• First point of contact for client issues, inquires, and escalations• Delegated tasks and managed On and Off-shore resources• Created ad hoc reports in support of client service delivery functions• Reduced outstanding service requests by over 50% in less than 4 months• Perform financial processes and complex calculations requiring plan knowledge and analysis• Participates in analysis discussions to ensure the provision requirements match the technical specifications for the client.• Completes daily execution/processing for aligned domain working with third-party providers (both internal partners and client partners) to ensure seamless process delivery.•Build Differentiated Capability Through Innovation

London, Gb

The Benefits Operations Administrator (BOA) role is responsible for resolving complex participant issues including conducting research, analyzing plan provisions and translating provisions to the ongoing processing environment. The BOA resolves system edit issues and may perform some manual calculations/processes that are not automated. The BOA creates ad hoc reports in support of client and participant service delivery functions. Others functions include the following:• Orchestrated the efficient flow of health & welfare coverages for clients • Gathered data and created excel spreadsheets for client presentation• Obtained solutions by inputting data into multiple business software’s• Projected trends using database systems containing archived data

London, Gb

• Understanding of health and welfare enterprise benefits and the flow of resources• Complete required tasks by a defined measure• Researched participant issues and formulate solutions• Assisted customer service on escalations and provided feedback to customer service representatives• Created performance measurements to evaluate call statistics for customer service

Orlando, Fl, Us

~Presented financial standing and budget analysis to classmates and team on a weakly basis.~Generated funds of over $2,000 by networking and sponsors~Taught at Freedom Elementary over the period of 2 months, once a week

Daytona Beach, Fl, Us

~Analyzed current market in order to find new market segments~Identified areas of much needed marketing improvement~Generated a marketing plan that catered to a variety of target markets.

~Observed and analyzed european/african cultures~Gained understanding of currency valuations of international currencies. (Mainly Euro)~Improved communication skills in spanish~Aquired knowledge of the behavior of other european/african cultures

Bachelor'S Degree, Marketing

Bachelor'S Degree, Finance, General

Bachelor Of Science - Bs, Finance

Bachelor Of Science - Bs, Marketing