Arturo Serrano Email and Phone Number

Work in parallel with the Chief Revenue Officer and own the national broker/consultant sales pipeline.Manage prospective sales end-to-end, overseeing all sales opportunities from inception to closure.Maintain strong collaborative relationships with strategic broker partners and consultants, ensuring continued mutual benefit and success.Attend exclusive industry trade shows, conferences, and conventions to network with potential clients and partners, effectively marketing products and services.Develop effective strategies, set targets, and negotiate deals skillfully. Utilize product knowledge to position offerings strategically in the market and adjust sales approaches based on feedback.Create additional sales opportunities by effectively presenting and expanding product offerings to existing clients, increasing their engagement and satisfaction.

Build and maintain strong relationships with clients to drive satisfaction and retention. Serve as primary point of contact for clients to ensure requests and issues are resolved in a timely manner. Partner with cross-functional teams to identify opportunities and implement improvements to service delivery. Conduct regular client calls and new client training to provide education on products, industry trends, and best practices. • Take a consultative approach to advising clients on how to optimize spending through plan analysis and benefit design. • Research and troubleshoot client issues, providing solutions related to claims processing, billing, and other topics. Continually seek ways to improve client processes and relationships.

Create and manage member experience SOP and protocols and establish an omnichannel contact center. Service member inquiries and issues while exceeding standard SLAs and KPIs.Responsibilities include overseeing the administration of tax advantaged benefit spending accounts ensuring adherence to regulatory requirements, and collaborating with internal teams to enhance operational efficiency for member experience.

Create media and marketing plans to present to customers and clients.Monitor, track, and maintain constant contact with key clients during marketing campaigns to determine effectiveness, develop service offerings, and answer their needs.Effectively manage multiple projects with continuously rolling schedule while developing documentation and instructions for creative team.Inspect and sign off on all concepts, proofs, and final marketing products.Provide exceptional day to day customer service via omnichannel ways of communication.

Maintain records of room inventory for facility and ensure optimal level of customer satisfaction.Hire and train new front desk associates in all hotel policies and procedures and everyday activities.Maintain records of all data and forecasts arrival and departure of guests on an everyday basis and ensure an effective night team to ensure smooth operations.Analyze all guest complaints and requests and ensure timely resolution for all.Supervise working of all team members and ensure achievement of all front office objectives according to quality standards.

Greet all guests pleasantly and recognize various guest programs and ensure availability of all services to customers.Administer all payments from guests either at registrations or check out and maintain records of all receipts and manage currency exchange for guests as per requirement.Supervise all agents at front desk and assign special tasks to all individuals and ensure efficiency in working at all times.Maintain and update knowledge on all current packages and rates and evaluate everyday activities and prepare forecasts.Participate in pre-shift meetings and prepare reports for all staff for everyday schedule.