Jeff Osborn Email & Phone Number

Richmond, Virginia Area

PARADIGM CATASTROPHIC CARE MANAGEMENT, Multiple Locations 1999 – 2020Vice President, Client Services (2016-2020)Impacted productivity, revenue, service excellence, and customer loyalty with a focus on customer contact; emphasized a strong, customer engagement philosophy throughout the department. Developed corporate strategies for marketing, training, and operational improvement. Played an integral role in overseeing $150M annual book of renewable business, yielding 30-40% of company revenue YOY, including largest key account.Astutely created and implemented innovative, account management strategies with a focus on customer retention and increased revenue opportunities. Consulted and educated senior management and internal teams on potential customer issues and customer feedback on company initiatives. Delivered operational support and guidance to new customers, trained new sales associates.Key Contributions* Successfully cultivated long-term client relationships by applying in-depth industry knowledge, resource planning, and upselling skills to increase revenue from $1M to $98M over a 20-year period.* Developed proposals and sales presentations to demonstrate the benefits of various services, resulting in an 80% or better close rate for contract sales.* Credited for leading onboarding process for new clients, resulted in securing 100+ contracts in the first year.* Offered thought leadership, strategic advice, and insights for market differentiation, competitive advantage, and go-to market strategies utilizing best-in-class tools and processes.* Organized special events and customized presentations including conferences, seminars, trade shows and client appreciation events, solidifying relationships with clients and target companies.* Instituted Continuous Improvement Committee, a multi-department management group addressing operational, sales and marketing issues to improve client satisfaction and sales closure rates.