Vice President Of Client Services
๐๐ป๐ถ๐๐ถ๐ฎ๐น๐น๐ ๐ต๐ถ๐ฟ๐ฒ๐ฑ ๐ฎ๐ ๐ ๐ฎ๐ป๐ฎ๐ด๐ฒ๐ฟ, ๐๐น๐ถ๐ฒ๐ป๐ ๐ฆ๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒ๐ ๐ฝ๐ฟ๐ถ๐ผ๐ฟ ๐๐ผ ๐ฎ๐ฌ๐ญ๐ฎ, ๐ฎ๐ป๐ฑ ๐ฝ๐ฟ๐ผ๐บ๐ผ๐๐ฒ๐ฑ ๐๐ผ ๐๐ฒ๐ป๐ถ๐ผ๐ฟ ๐น๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ๐๐ต๐ถ๐ฝ ๐ฟ๐ผ๐น๐ฒ๐.๐๐ซ๐๐ง๐ซ๐๐๐ฌ ๐๐จ ๐๐, ๐พ๐ก๐๐๐ฃ๐ฉ ๐๐๐ง๐ซ๐๐๐๐จ: Daily oversight of account managers, support teams & call centers for all applications including financial performance and account management | Mitigated client retention risks | Thought Partner to Executive Team | Recruitment, development, andโฆ Show more ๐๐ป๐ถ๐๐ถ๐ฎ๐น๐น๐ ๐ต๐ถ๐ฟ๐ฒ๐ฑ ๐ฎ๐ ๐ ๐ฎ๐ป๐ฎ๐ด๐ฒ๐ฟ, ๐๐น๐ถ๐ฒ๐ป๐ ๐ฆ๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒ๐ ๐ฝ๐ฟ๐ถ๐ผ๐ฟ ๐๐ผ ๐ฎ๐ฌ๐ญ๐ฎ, ๐ฎ๐ป๐ฑ ๐ฝ๐ฟ๐ผ๐บ๐ผ๐๐ฒ๐ฑ ๐๐ผ ๐๐ฒ๐ป๐ถ๐ผ๐ฟ ๐น๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ๐๐ต๐ถ๐ฝ ๐ฟ๐ผ๐น๐ฒ๐.๐๐ซ๐๐ง๐ซ๐๐๐ฌ ๐๐จ ๐๐, ๐พ๐ก๐๐๐ฃ๐ฉ ๐๐๐ง๐ซ๐๐๐๐จ: Daily oversight of account managers, support teams & call centers for all applications including financial performance and account management | Mitigated client retention risks | Thought Partner to Executive Team | Recruitment, development, and retention. Budget: $2.3M. Reported to: COO. Direct Reports: 5 - Director of Claim Billing Support, Director of Financial Performance support, Director of Access Management support, Manager of Billing Analysts, Director of Account Management.๐๐ฐ๐ฐ๐ผ๐บ๐ฝ๐น๐ถ๐๐ต๐บ๐ฒ๐ป๐๐โบLed a department of 52 including 4 product based support teams and Account Managers that were measured on several KPIs including client sat, ticket response/resolution times, client retention rate. โบCollaborated with product development, L&D, corporate communications, legal, marketing, and executive leadership teams to define quarterly go-to-market strategies.โบSlashed ticket resolution time and improved efficiencies by 70% via modernizing platforms and processes.โบRevamped phone support menu utilizing phone tree and workflow configuration. โบShrank touches on tickets by 80%, lowered customer support costs by 20%, and captured cost savings of $350K by eliminating redundant positions.โบMoved to a fully remote work environment and implemented successfully in a 2 week timeframe. Show less
