Brad Townsend Email & Phone Number

Remote

Key contributor on a small but dynamic team supporting the Employee Benefit division. Customer centric focus by supporting new and existing accounts. - Manage multiple onboarding projects taking new customers from contract to launch through clear and constant communication to ensure a smooth seamless process. Represent a single point of contact to instill confidence in our processes and support. - Operationalize Salesforce tools enhancing workflows and processes. Redesign the case object to efficiently track and support customers. Establish a center of excellence to ensure we continue to improve and stay on the cutting edge of supporting our customers. - Provide exceptional support to customers by exceeding expectations as we deploy a proactive approach. Strategically work with internal partners to ensure the customer is in the forefront of everything we do.

Charleston, South Carolina Metropolitan Area

Accountable for program management and strategic alignment across several business units including employer direct markets, channel broker markets, and public segments with additional services to enhance experience. - Designed, developed, and executed reports analyzing trends to provide senior and executive leadership with metrics to make data driven decisions. - Identified opportunities to improve operations leveraging advanced knowledge in business intelligence through key tools such as Salesforce and Power BI to provide transparency of data insights. - Compiled comprehensive data points to provide real time insight on the health of customers, progress against financial targets and key results defined for success. - Established and delivered governance across all business units to promote consistency and effectiveness as it relates to defined key results measured against objectives. - Translated organizational requirements to operational resources to communicate with internal developers to implement and build out workflow. - Created an intake process to centralize all requests from the organization to effectively review and coordinate resources to efficiently communicate and execute on requests.- Coordinated organizational conversion of Salesforce CRM tool from Classic version to Lightning version as the key stakeholder in the project representing multiple business units.- Impacted the customer experience by encouraging cross departmental collaboration to elevate visibility on prioritized items to streamline coordination of resources, materials and tools to execute on solutions. - Aligned strategic initiatives and engagement to enhance customer and associate experience focused on company objectives.

Charleston, South Carolina Area

Accountable for entire support operations for our Employer Direct, SAP, and Mercer/Broker business units as well as collaboration with internal teams for resolution. - Coached, developed and managed six market leaders to strategically support customers within multiple business units to align to company objectives and functionally execute on key results. - Executed leader oversight of the daily operations for technical and relational support of 10-12 associates providing to ensure our customer expectations were met.- Directed key initiatives for process improvements to simplify workflow through automation driving toward better experience for customers and associates. - Developed, governed, and presented executive level reporting to communicate weekly to executive leadership metrics and data insights providing transparency of progress for the business.- Executed monthly and quarterly business reviews on business units to report on performance and progress on key results as well as forecast the health of the business measured against the company’s objectives.- Established a core set of metrics to measure against KPIs to actively manage daily operation through dashboards to assist in prioritizing work. - Analyzed case volumes, work output, and case aging on weekly, monthly, quarterly and annually to evaluate the capacity needs to balance workload. - Directed the optimization of projects coordinating key players responsible for effectively accomplishing objectives. - Performed workforce management utilizing Active Ops tool as Head of the Center of Excellence.- Coordinated open enrollment support to ensure smooth renewal and implementation of customers into the ongoing support model. - Managed the forecasting and capacity planning for quarterly and annual outlooks coordinating resources both onshore and offshore to maximize efficiency of support model. - Aligned expenses coordinating monthly budget reviews to adjust forecast for remaining year outlook.

Charleston, South Carolina Area

Accountable for support of the East Coast Employer business as well as our SAP business unit. - Developed KPI reporting and dashboards used to operational manage the business and track progress to report out to senior leadership. - Mentored four new leaders to support the business and coordinated the collaboration on customer accounts to lead remediation, communication, and prioritization. - Escalated internal and external issues to resolution assisting the leadership team as well as defined a process to effectively manage and communicate with customers. - Executed process improvement projects as a key contributor as well as a leader to drive to completion. - Led initiatives to enhance tools and workflow looking for ways to automate functions to gain efficiency. - Managed reduction and burn down of case backlog through resource management analyzing trends through data to provide insights. . - Developed strong operational knowledge of internal systems to create relationships to drive efficiencies while enhancing experience for both the customer and associate. - Coordinated resources and execution of open enrollment testing and transition to ongoing support. - Loaned resources to cross train in functional areas to support our renewals while maintaining consistent support for ongoing maintenance. - Established baselines and forecasts for resource capacity and work capacity to balance support.

Daniel Island, Sc

Provided complete technical support to the customer facing Customer Success Management team to ensure clear communication of issue resolution. - Coordinated, managed, and prioritized all functional operations of the Mercer Marketplace Customer Success Support division of Customer Success Organization. - Aligned resources within the team to effectively support the Mercer Marketplace from a program level as well as the 200 clients that make up the Mercer Marketplace. - Managed total Mercer support team, which includes initial level support from an offshore team of 8 associates along with 20 advanced level associates onshore to execute case management for the clients. - Participated in monthly, weekly, and daily communication with the executive leadership team from Mercer providing performance-based metrics supported by our data analysis. - Designed, developed and executed reporting and dashboards of data to provide continuous updates to leadership teams and effectively manage operations to achieve key results. - Reduced overall support case volume by over 30% year over year by aligning resources functionally to utilize strengths. - Developed governance over case aging as well as enhanced tools to quickly identify gaps and implement improvement processes to achieve overall reduction with faster resolution. - Organized defect-testing support to execute open enrollment for the Mercer Marketplace customers to meet expectations. - Evaluated team members on a continuous basis to identify potential and align associates into opportunities ensuring they achieve their full potential.- Enabled the team to bring new ideas and process improvements to grow and develop their career path.

Charleston, South Carolina

Single point of contact for communication and support of eight clients representing 50K lives on our platform. - Organized weekly interactions with each client to ensure quality, providing any technical support to the platform required. - Provided and maintained strong communication and transparency on client issues to allow for reduced escalations and better overall experience for customers. - Created and implemented efficient processes to effectively manage clients that were adopted holistically to produce better results; for example, maintaining low case volume for support issues with excellent client feedback. - Triaged all support requests submitted by clients to strategically provide resolution and guidance. - Coordinated internal support with teams in specialized areas to guarantee timely resolution to clients. - Validated all payroll files that we delivered to clients to meet and exceed expectations. - Worked with payroll vendors ensuring that requirements were met as well as assisted in payroll conversions for clients.

Summerville, Sc

Created business from ground up, designed floor layout and developed programming structure.- Generated new business while developing a talented coaching staff and athletes.- Managed all operations of facility including payroll, draft, and marketing. - Coached multiple classes to ensure foundation movements and performance is not sacrificed while building a strong athlete base.

Charleston, South Carolina Area

Managed the operations of multiple locations including functional performance centers and CrossFit facilities. - Designed, executed and performed all programming at multiple locations tailored to athletes of various age and fitness levels which are scalable to meet goals of customers.- Managed all business activity including new business generation, payroll, billing, and further development of coaches. - Provided fitness assessments to athletes to determine goals to provide an optimal experience. - Marketed programs through community outreach and events to generate new business.

Mount Pleasant, Sc

Managed daily business activity of 200 athletes and 7 coaches.- Designed and implemented all programming for athletes. - Coached, developed and mentored staff and athletes.- Created new business through referral generation while further developing coaches/athletes.

Charleston, South Carolina Metropolitan Area

Administered payroll for 300+ employees in various departments over 13+ locations using multiple payroll software - Developed efficient processes for data collection and utilization to streamline payroll and benefits in software. - Maintained all employee accounts, managed employee enrollment in health and company benefits through BCBS Blues Enroll, updated financials in QuickBooks. - Analyzed company compensation structure by department and location to ensure the company as whole is operating within a profitable budget. - Managed and maintained approximately 100 corporate accounts which increased roughly 20%. - Primary contact with all corporate accounts to provide account maintenance along with communication of any updates. - Built relationships with company Human Resource Departments to ensure quality service was provided to each account. - Posted and processed dues draft for all accounts monthly of 13+ locations for multiple billing dates totaling $500,000. - Created and executed multiple audits that analyzed the total monthly draft, which generated financial recoveries of $2,500-$5,000 monthly. - Developed billing analysis to examine trends working with $500,000+ monthly resulting in a 2-4% declination percentage by using results and increasing monthly revenue. - Systemized monthly declination procedures to produce optimal returns by analyzing the data providing quick solutions for recovering declined draft amounts by club. - Organized and managed collection efforts of past due accounts, producing 14-20% returns.

Charleston, South Carolina Metropolitan Area

Managed all general operations of 13+ clubs ranging from monthly maintenance to specialized project management. - Directed a maintenance staff by scheduling monthly preventative maintenance and coordinating projects from small repairs to large scale renovations. - Performed club audits to ensure quality of operations. - Assigned as the lead Project Manager coordinating equipment relocations, designing floor plan layouts for all equipment, and set up new facility designs.

Charleston, South Carolina Metropolitan Area\

Managed team of club managers across multiple clubs within an assigned region, working to incorporate systems and procedures to bring quality and consistency throughout the company. - Hired, trained, and developed staff to ensure the best experience for members and promote employee retention.- Created audits to analyze effectiveness and guarantee clubs were operating efficiently to generate optimal productivity. - Organized and conducted monthly meetings to promote best practices across region aligning to monthly goals . - Created, governed and approved commission pay outs and bonus structure for club employees.

Charleston, South Carolina Metropolitan Area

Accountable for the general operations of the club, maintained facility, managed staff, revenue production. - Managed staff in several departments including front desk, sales, childcare, group fitness, personal training. - Created reports and documents to ensure the club is performing optimally. - Exceeded expectations to increase membership numbers in a newly acquired facility earning a quick promotion.