Alexandra Pugh Email & Phone Number

Basingstoke, Gb

Responsible for the Account Management of a portfolio of customers with the highest revenues ensuring customer retention in addition to cross-sell and upsell opportunities. I enable this by working closely with clients to understand what partnership success entails for them and determine other opportunities where partnership value can be added and demonstrated. I continually work to become trusted consultant to clients by delivering above expectations and sharing both ideas and insights harboured from experience in the field.

Within this role I was working closely with clients to fully understand their unique culture, structure, challenges, and goals, then collaborate to plan and deliver strategic outcomes that create a positive impact. By actively listening to client needs, I continuously identify opportunities to enhance engagement and drive improvements. Building and nurturing strong, authentic partnerships is key to my approach—rooted in a shared vision, effective delivery, and a personable touch.. Leveraging my industry knowledge and experience, I guide companies through their journey with YuLife ensuring success for all parties.

• Led the creation and delivery of the account management growth strategy, including team recruitment and performance management• Account managing a significant client portfolio integral to the success of the business • Liaison with the Clinical Operations Managers to identify trends in referral numbers and SLAs and agree actions to enhance these

• Managing the nationwide Rehabilitation Clinical Consultant team• Account Managing insurer clients• Responsible for the Rehabilitation business unit

Basingstoke

Appointed to review all business practices and provide recommendations for growth, improved efficiency, enabling a more robust service delivery and general business development. • Led a major transformation of proposition, processes, branding and service• Developed business with new and existing clients; increased referral volumes by 65%• Developed a new initiative regarding partnerships with digital technology firms • Sourcing, vetting and managing all associates as well as strategic partnerships

Basingstoke

People • Responsible for both case management and relationship management consultants. • Ensuring delivery of individual and team KPIs, goals and objectives alongside quality of work to both internal and external customers. • Sponsoring team members individually and collaboratively to high levels of motivation, clear understanding and direction. • Assisting people to develop strengths and their careers. • Liaising with departmental peers to ensure cohesive approaches and improved efficiency of service.OPS • Managing contracts, processes, activities and budgets for specialist assessments and treatment by external providers. Managed a tender process resulting in a change of provider and service set-up. Involved in contract design and negotiations.• Led change-over processes, account management and service delivery reviews. • Manage service issues in addition to analysing data to track quality, efficiency and effectiveness and reporting on these to department heads.• Improved processes for creation and tracking of referrals, invoices and information.• Training and recruitment for the department and overseeing quality. • Oversee the consultant client relationship (account management) service for the department and involved in sales pitches• Developed an assessment tool to review relationship and case management. Management of projects for continuous improvement

Baingstoke

Responsible for account managing a portfolio of schemes with premiums of £500,000+ • Ensuring customer retention through relationship building as well as problem solving • Winning business through sales pitches, sales material and service negotiation• Successfully lead the development of an award-winning client training workshop initiative

Bristol Then Basingstoke

• Working with employers and their employees absent from or struggling at work due to predominantly health related problems sometimes with workplace issues. • Meetings with each party independently and collectively to understand concerns and aspirations. • Developing action plans to suit all parties in liaison with practitioners and Unum claims department. • Liaison with external organisations and treating practitioners and steering an cohesive plan to support an individual towards a return to work outcome • Exceeded caseload and results targets

Manchester, United Kingdom

• Interviewing candidates to assess their skill-set, requirements and profile.• Meeting clients to understand their organisation, requirements and discuss services• Sourced candidates for specific vacancies/clients and sourced roles for candidates.• Negotiating fees, terms of business and employment packages. • Coaching candidates for interviews and clients regarding employment strategies. • A target/deadline driven role where quality/service was essential for repeat business

Prince2 (Project Management) Practitioner, Pass

Prince2 (Project Management) Foundation, Pass

Certified Disability Management Professional (Cdmp)

Bsc Psychology 2:1

Initially a combined honours with Sociology. Finally specialised psychology with Occupational and Abnormal Psychology as majors. Alongside.

Education record

GCSEs: Maths – A*, English Literature – A*, English Language – A, History – A, Geography – A, French – A, German – A, Science - AA.