Provide oversight, management, direction and strategic insights to Account Management, Client Onboarding, Plan Build and Vendor Management teams providing customer access to best in class service and point solutions and exceptional plan administration ensuring maximum customer satisfaction and retention while also increasing specialty product and enhanced service sales for commercial and TPA clients.• Responsible for ongoing development of positive relationships with key market constituents, brokers/consultants, and vendor partners across the Mid-Atlantic region.• Provides leadership, direction and coaching for 10 Account Consultants responsible for ~211 accounts representing ~215,000 members in the commercial/TPA market and ensures overall membership retention, growth, and financial goals are achieved for medical and specialty products • Effectively partner with all internal and external constituents to ensure client needs are met or exceeded, maintaining a positive perception of CareFirst and CFA and there is a clear understanding of CFA’s value proposition in the marketplace• Develops and monitors the divisional budget $8.8m, and supports the development of enrollment forecasts• Direct performance and relationships with ~55 strategic vendors including establishing and monitoring SLAs/KPIs, contract and risk metrics; increased vendor management activities by over 250% onboarded 7 new vendors over 3 years and renegotiated new contracts and/or pricing with 5 more while also developing and documenting processes and guidelines for onboarding new vendor partners • Provides oversight of the Client Onboarding team of 5 associates responsible for the coordination of all aspects of account onboarding and implementation processes, including LuminX group set-up and plan building/configuration of all group accounts on LuminX• Assures timely and accurate plan building, testing and validation of all benefit plans on the LuminX system for new and existing business.

Director – Commercial Accounts Provide oversight, management and direction to key Account Executive staff to increase sales and ensure maximum customer retention of large commercial clients by providing maximum customer service and strategic insights in a highly professional manner.• Responsible for ongoing development of positive relationships with key market constituents, brokers/consultants, government officials and vendor partners across the Mid-Atlantic region.• Responsible for the overall performance of a team of account executives while ensuring individual results are accomplished and professional development needs are created and achieved.• Effectively partner with all internal constituents and subject matter experts to ensure client needs are met or exceeded, maintaining a positive perception of CareFirst within the marketplace and there is a clear understanding of CareFirst’s value proposition.• Responsible for performing corporate leadership responsibilities such as participating in the development and monitoring of the divisional budget, the development of enrollment and revenue forecasts, participation on task forces and committees representing the sales team.

Responsible for the renewal and growth of insured and self-funded business within the CareFirst BCBS service area (Maryland, DC and Northern Virginia) • Responsible for the overall relationship between CareFirst and the clients/brokers I work with• Responsible for the oversight of day to day account service and maintenance to ensure prompt and accurate inquiry response and issue resolution• Develop and implement short and long term client satisfaction and retention strategies• Develop and maintain client, broker and vendor relationships• Provide consultation, interfacing with clients, brokers and other third party vendors, on the development and implementation of employee benefit strategies

Responsible for the renewal and growth of self-funded business including both local (Maryland, DC and Northern Virginia) as well as national clients for CareFirst Administrators and NCAS.• Manage and Supervise a support staff including Account Service Representative and Account Liaison responsible for day to day account management and maintenance to ensure prompt and accurate inquiry response and issue resolution• Responsible for the management, development, and coaching of support staff• Develop and implement short and long term client satisfaction and retention strategies• Develop and maintain client, broker and vendor relationships• Provide consultation, interfacing with clients, brokers and other third party vendors, on the development and implementation of employee benefit strategies

Responsible for coordination and oversight of service and support strategies of all employee benefit consulting services for FNBC’s largest key Rochester-based accounts of 1,000 + contracts. Develop and execute client retention strategies and maintain client and carrier relationships.• Oversee support staff responsible for day to day account maintenance to ensure prompt and accurate inquiry response and issue resolution• Develop and implement short and long term employee benefit strategies including development and strategic timing of the issuance of quote and full proposal requests for all lines of employee benefits services as well as the review, consolidation and delivery of carrier responses to the client • Provide consultation, interfacing with both the client(s) and carrier(s), on the development and implementation of over-arching Employee Wellness Strategies• Selected as FNBC liaison with Excellus BCBS to interface with senior management leveraging existing and cultivating new relationships brokering prompt and mutually agreeable issue resolution

Represent the sales & marketing division of Excellus Health Plan, Inc. on a high-priority corporate project to design and develop new business processes as well as the design and implementation of a new Sales Force Automation tool.- Effectively manage cross-departmental and consultant relationships to facilitate the development of effective and efficient business processes and front-end Sales Force Automation tool design- Strategize with project team and consultants to design optimal system configuration to support business process efficiency - Work collaboratively with project team to continually test functionality and manage implementation through multiple releases of SFA tool

Managed and developed a sales team by instilling strong work ethics, creative thinking, working independently as well as collaboratively within a team to be both efficient and effective within a large organization. Devise and Execute sales strategies in alignment with overarching business objectives. Continuously maintain and cultivate relationships with independent brokers/consultants in all aspects of sales and account management.- Responsible for a client base valued at approximately $250 million premium dollars- Responsible for development and execution of Marketing and Sales strategies- Proven ability to manage multiple sales staff and competing priorities simultaneously to meet targets and deadlines in a fast-paced environment- Strong background and knowledge of all Excellus products, services and subsidiaries from the perspective of the member, the employer and all levels of internal staff

Leader of a sales team responsible for business to business sales from prospecting through implementation of group health and dental insurance, section 125, cafeteria and Long Term Care plans for employer groups with 51 to 500 employees. - Prepared quotes, benefit summaries, comparisons, contracts and other collateral for all lines of business. - Exceeded sales and retention targets each year in the Large Group Sales position- Excellus Health Plan, Inc. – Large Group Sales Top Performer 2006 – 2007.- Prepare & facilitate sales meetings, presentations, enrollment meetings and health fairs- Chair monthly Round Table meetings for Rochester Regional Sales Staff

Responsible for business to business sales from prospecting through implementation of group health and dental insurance, section 125, cafeteria, and Long Term Care plans - Manage and provide day to day service for over 1,200 accounts in my book of business- Prepare benefit and rate quotes, benefit summaries, comparisons, brochures, contracts and other collateral for all product lines including HMO, EPO, PPO, POS and HSA

Ensured prompt, accurate and efficient servicing of all member and group administrator inquiries for all product lines and financial arrangements for Excellus’ 6 largest and highest profile accounts- Oversee and coordinate task distribution, workflow and the assignment of tasks through various departments- Assisted with the development, implementation, service and maintenance of policies and procedures to enhance account satisfaction based on best practices and account needs

- Authored multiple customer service operations policies posted on Excellus’ Intranet unit libraries- Member of “Code of Conduct” team responsible for creating, reviewing and presenting new customer operations policies to all levels of customer service management and staff- Tracked, analyzed, interpreted and resolved claims and explicated for subscriber comprehension