Emily Smith Hoffman Email & Phone Number

West 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.

• 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.

• 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.
• 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.

• 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.

• 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.
• 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.

NC/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.

Charlotte, 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.

Scott 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.

Ashland, 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.