Experienced professional with a proven track record in client relations, business operations, and team leadership.Throughout my career, I have honed my skills in fostering strong client relationships, optimizing operational workflows, and driving cross-functional collaboration. I excel in identifying opportunities for cost-saving initiatives and implementing efficient processes that enhance organizational performance.My expertise lies in seamlessly coordinating teams to deliver exceptional client service and consistently achieve high client satisfaction ratings. I am adept at problem-solving and critical thinking, which have enabled me to streamline processes, reduce client escalations, and deliver solutions that align with clients' needs.With a strong commitment to continuous improvement, I have successfully led and developed teams, enhancing their performance and ensuring that they consistently deliver high-quality results. My ability to identify upsell opportunities and nurture client relationships has contributed to revenue growth and increased market presence.I thrive in dynamic environments where adaptability and effective communication are key. My experience in collaborating with cross-functional teams, aligning client needs with company offerings, and implementing targeted marketing campaigns has contributed to the success of various projects.I am passionate about leveraging my skills to drive organizational success and build lasting client relationships. Let's connect and explore how I can bring value to your organization through my client relations and business operations expertise.
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Regional Account ExecutiveFbmc Benefits Management Jan 2019 - Nov 2023West Virginia, United States• Maintained and grew a book of business with an annual budget, ensuring maximum profit margins and alignment with the client's scope of service.• Increased client referrals by over 10% by conducting regular visits, identifying goals, and addressing additional service needs.• Led the design and development of comprehensive benefits and total rewards programs, improving employee engagement and satisfaction.• Led a client support team overseeing approximately 300,000 eligible employees, ensuring seamless day-to-day support onsite.• Recruited, trained, and developed account management team members, improving team performance and client satisfaction.• Coordinated cross-functional resources to evaluate and provide technical client solutions, including underwriting, legal, HR, and wellness services, resulting in increased client engagement. -
Account Manager IiFbmc Benefits Management May 2015 - Dec 2018• Achieved higher client retention and more upsell opportunities by consistently exceeding client expectations.• Reduced administrative workload through workflow optimization and automation tool implementation.• Delivered 10% YoY revenue growth by identifying cross-selling opportunities and nurturing client relationships.• Conducted in-depth analyses of client benefit plans, identified potential compliance issues, and collaborated with cross-functional teams to implement corrective actions, resulting in zero regulatory fines and penalties.
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Account ManagerFbmc Benefits Management Aug 2013 - Apr 2015• Implemented a data-driven approach to identify cost-saving opportunities within client benefit plans, resulting in an average annual cost reduction for clients while maintaining high-quality coverage and employee satisfaction.• Proactively addressed and resolved complex client issues, maintaining a 95% issue resolution rate and earning recognition as the go-to point of contact for resolving client concerns and ensuring their peace of mind.• Played a pivotal role in expanding the client portfolio through referrals and upselling additional services, contributing significantly to growth and market presence.• Developed and maintained detailed account profiles, enabling the company to deliver personalized and value-driven services, increasing upsell opportunities and overall client engagement.
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Sr. Client LiaisonFbmc Benefits Management Mar 2011 - Jul 2013• Achieved a consistently high client satisfaction rating of 95% or above in quarterly surveys, reflecting the effectiveness of communication and problem-solving skills in meeting client needs.• Collaborated closely with cross-functional teams, including sales and product development, to align client needs with company offerings, increasing clients' adoption of new products and services.• Developed and conducted comprehensive training programs for junior client liaisons, improving team performance and ensuring consistent, high-quality client interactions.
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Client LiaisonFbmc Benefits Management May 2008 - Feb 2011• Spearheaded complex issue resolution, utilizing critical thinking and problem-solving skills, reducing client escalations, and streamlining processes, resulting in an efficient and more responsive client service approach.• Leveraged data analytics and market research to identify opportunities for service enhancements and cost-saving initiatives, contributing to increased operational efficiency and reduced client expenses.• Identified upsell opportunities and worked with the sales team to expand service offerings to existing clients, increasing revenue and strengthening the market position as a trusted partner.
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Customer Service RepresentativeState Farm Insurance Sep 2007 - May 2008Nc/Charleston, Wv• Innovatively designed and executed targeted marketing campaigns for BMW's Ultimate Drive events, resulting in over 15% increase in participant engagement and contributions to the Susan G. Komen Breast Cancer Foundation.• Provided leadership in coordinating the deployment of the NASCAR Sprint Cup Series mobile fan center at multiple racetracks nationwide, enhancing the fan experience and promoting brand awareness.• Played a pivotal role in fostering strong client relationships by consistently delivering exceptional service, increasing client retention, and expanding project scopes.
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Marketing CoordinatorOctagon Marketing Apr 2006 - Sep 2007Charlotte, Nc• Successfully coordinated and managed patient care schedules and activities, demonstrating exceptional organizational and multitasking abilities while ensuring seamless healthcare delivery.• Collaborated effectively with interdisciplinary teams, including healthcare professionals, to optimize patient outcomes, showcasing strong teamwork and communication skills in a fast-paced healthcare setting.• Maintained records systems with accuracy and attention to detail, highlighting proficiency in leveraging technology for efficient data management and reporting. -
Retail Sales ConsultantCingular Wireless Oct 2005 - Apr 2006Scott Depot, Wv• Achieved increased monthly voice and data service sales by effectively influencing and persuading customers through tailored recommendations.• Provided comprehensive product demonstrations and educational sessions, improving customer satisfaction and product knowledge retention.• Efficiently managed all administrative tasks associated with sales, ensuring accurate documentation and timely follow-up, reducing processing time and increasing operational efficiency.
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Account ExecutiveAdelphia Media Services May 2005 - Oct 2005Ashland, Ky• Successfully increased cable advertising sales through strategic cold calling and client meetings, exceeding quarterly targets.• Cultivated and sustained strong client relationships, resulting in a 15% boost in client retention and repeat business.• Orchestrated the creation of persuasive sales proposals and scripts while efficiently coordinating commercial spots, contributing to a streamlined sales process and increased revenue.
Emily Smith Hoffman Education Details
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Business Administration
Frequently Asked Questions about Emily Smith Hoffman
What is Emily Smith Hoffman's role at the current company?
Emily Smith Hoffman's current role is Client Relations and Operations Specialist | Driving Success Through Client-Centered Operations.
What schools did Emily Smith Hoffman attend?
Emily Smith Hoffman attended Marshall University.
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