Dawn Howard Email and Phone Number

Generate revenue growth through exceptional service deliveryManage relationships with client stakeholdersMaintains account financials, P&L management, Budget development, Margin growth & ForecastingVendor/Contract managementProcess improvements that drive innovation and lower costsAccountable for delivery of all services ensuring adherence to SOP's and meeting SLA'sLeadership & Development of technical and operational staffGenerate Sales Lead (concept/RFP/contract delivery)Works collaboratively with cross functional team memnbers

Manages large complex client implementations or multiple projects of moderate complexityManagement of project staff minimum 8 FTEs and consultants. Oversee project complexities of Multiple Sites and/or Multiple RegionsConsulting for Member Services, Claim, Customer Service, Eligibility and Provider Relations, monitoring service levelsImplements and monitors business plan and oversee any activities associated with consolidation, restructuring or business transitions impacting service operationsDevelop, train, evaluate and coach management staffArticulate and fluently describe business operations, key trends, financial performance, and results against plan for area of accountability

Directed the strategic and tactical management of the integrated claim/call/member services operations for the Southwest Region (Texas, California, Illinois), monitoring service levels and tracking plan vs. actual metrics for service centersManaged the achievement/maintenance of all performance goals for the Southwest Region; Owner of all operations within the Region offices including facilities planning, technical operations, P & L and budgets, forecastingDirect the Claim/Call Service Centers ensuring consistent customer satisfaction, quality of service, productivity levels and individual/team development within the Claim/Member Services environmentPartnered with Sales, Brokers and Matrix Partners while serving as the key service contact in the Operations Call Center to generate service solutionsResponsible for implementing efficient workflow and processes for renewals, quote and proposal generation and customer loyalty initiativesResponsible for management development, manpower planning, succession planning, training and development and goal setting for the Southwest Region

Managed all aspects of day-to-day operations of the Client Services Implementation and Administration team including staff management, development, and retentionSpearheaded new customer implementation and key customer renewal implementations including all elements of plan setup and post implementation quality for ASO and Fully Insured accountsPartnered with Sales, Brokers and Matrix Partners while serving as the key service contact in the Operations Call Center to generate service solutions and resolve escalated issues, forecasting, monitoring implementation service levels Lead the development, documentation, implementation and ongoing evaluation of employer segment policies and procedures, workflows, and intranet site resources in support of staff development processServed as the segment Business Owner in the ongoing development and maintenance of the customer performance guarantee process and maintenance of Service Level AgreementsDeveloped and successfully executed overall project management and implementation plans for various projects designed to support Sales Operations' business needsManaged and tracked internal project timelines to keep targeted deliverables on schedule and report progress on a regular basis to Vice President of Sales Operations