I managed and mentored the Small Employer Client Service team of 19 members that handled the benefits of over 800 small employers with over 16,000 total employees. I coordinated with senior leadership on the strategic management, growth of our small group book of business. I worked with other directors to find opportunities for improvement in our collaboration. - Managed partner relationships, communications, training with over 40 Health Plans/vendors- My team quoted over 400 Jan groups in 1 month, previously it took the company 2 months- Successfully transitioned team, all client data to 2 new softwares: BenefitPoint, Monday.com - Hired, trained, coached 8 new team members in one year to handle our intense Q4 volume

I supervised a 6 person team, 3 Relationship Managers and 3 Client Service Representatives that serviced and renewed the benefits for over 300 clients. I helped discover, develop the requirements and test the functionality for 3 proprietary HRIS systems that we used to manage our book of business and attract new clients. I facilitated engagement activities between our clients and internal resources such as sales, carrier marketing, implementation, technical and service teams and ensured all departments were delivering on our solutions and service commitments, managing to the terms of our contracts.- Managed 300+ accounts with an 87% retention rate year over year (better than industry avg.)- Demonstrated track record of maintaining clients through exceptional, proactive service- Helped discover, develop the requirements and test the functionality for 3 HRIS web systems

I led all member education, retention, and technology initiatives. I was the primary project lead for issue resolution, from identification to completion. I handled all high level escalations. I was responsible for identifying customer needs and providing proper, analytical rationale for utilizing internal business capabilities to solve the needs. I was the project manager for all member service related projects and clearly communicated the progress of scheduled initiatives to internal and external stakeholders. I monitored the flow of integrated data files from HealthCare.gov, Altius/Aetna (our TPA) and Online Insight (our non-marketplace individual sales solution), resolving all data transfer errors and providing requirements for the development of systematic data flow solutions.- Oversaw the functionality, development, design of the Member Portal for over 60k members- Saved $90,000 by overhauling member materials fulfillment and improving communications- Scored 99.76% with the National Committee for Quality Assurance on procedures developed- Lead on group eligibility data issue resolution for over 100 groups on our proprietary system- Managed ArchesHealth.org on WordPress, generated 100k+ Leads, enrolled 20k+- Liaison with marketing vendors: Thomas Arts, SMS, Inetz Media, etc.

Built to feature anything free or discounted in each major community- Developed requirements for platform serving over 100k “Cheapskates”- Supervised 26 freelance developers and content creators- Advertised exclusive deals with 17 strategic partners

Oversaw the office machinery division for the company- Managed CRM of over 10,000 customers in Salesforce and Netsuite- Exceeded net contribution margin goal 4 out of 4 months- Secured terms with 14 vendors- Oversaw strategy, direction and execution of brand growth initiatives