Jennifer Fielding Email & Phone Number

California, United States

The Director of Client Operations is a driver of execution and leader in the organization. The Director is accountable for delivering a consistent, high quality client experience on Businessolver’s SaaS based technology platform.Responsible for proactive management, driving accountability and operational execution at all touch points for National and Enterprise level clients. Supports all client related activities as well as the needs of the team in order to deliver client delight.Partners with Project Management and Technology Leaders to review capacity, operational dashboards, and performance across teams.Hires, leads, and develops client services teams to deliver high performance, follows standard best practices, and drives customer satisfaction.Collaborates with various stakeholders across the organization to create best in class processes and playbooks to ensure client success. One example is the creation of a call calibration playbook used by our Directors to help coach client service leads and hold them accountable on their client calls. This has created consistency and driven performance amongst our teams.Built and implemented a post mortem review process for our client service leads to utilize across our book of business after projects like annual enrollment and M&A activity.Ensures M&A activity amongst clients has a high performance standard and follows the playbook.Provides operational performance reports to Executive Leaders, identifying successes, risks and support needs.Identifies process gaps and collaborates with others to close those gaps and improve internal processes.Conducts quarterly strategic business reviews with clients and Executive Sponsors.

San Francisco

Maxwell Health is a venture capital-backed healthcare technology platform featuring an SaaS enabled private online benefits exchange. The technology extends beyond open enrollment and is targeted toward small to mid-sized companies. Maxwell has created what it refers to as its “Maxwell Marketplace”, which consists of a number of insurance carrier benefit program offerings that are deployed through the technology.Benefits consultant for regional book of business including benefits brokers and their employer group clientsResponsible for driving revenue within existing book of business to meet corporate and individual goalsLiaison between clients/prospects and account executives at Maxwell in identifying best fit scenarios and consulting on the best way to configure and implement the technology platform to win new salesConsulting with our partners on the Maxwell Marketplace and the successful engagement of clients on the various insurance products and solutions offered through the Maxwell MarketplaceStrategic planning of on boarding new clients, which includes deployment of the platform and how best to streamline and simplify benefits administration through EDI connections, lifestyle and payroll integrations, and the Maxwell MarketplaceLeader of quarterly strategic planning meetings for existing book of business communicating product releases, and consulting on using technology to drive growth and increase revenue

Concord, California

Hanna Global Solutions’ Benefits Junction is a proprietary online enrollment and eligibility management system used by employees and HR professionals to streamline benefits enrollment. In addition to the benefits platform, Hanna Global provides billing reconciliation, EDI, call center services, and consulting services.Responsible for all product demonstrations of benefits platform both at a high level and ‘deeper dives’Facilitator to pre-sales process to define the best solution for new clientsManagement of broker relationships through direct channelsConsultant for all marketing and promotional materials including webinars, product demos, case studies, website resources, and case studiesResponsible for market intelligence amongst competitors Liaison to product development team with system enhancement ideas and resolution of client issuesCreation of RFP templates for quicker response times and more comprehensive material

Responsible for overseeing a domestic and global implementation team who is responsible for configuring and implementing the Hanna Global online enrollment platform. Managed, developed, and implemented programs that maximized revenue, customer base, and efficiency, as well as training of Implementation Consultants. Responsible for the smooth and effective development and deployment of multiple concurrent, complex software projects to our client base. Conducted onsite and remote demonstrations of benefits platform with Sales Executives. Served as a functional and technical expert for products, tools and services during sales engagements with existing and prospective clients.

EBS provides comprehensive benefit services including Flex, Commuter, COBRA, Retirement, and Voluntary administration. Workterra (EBS’s online enrollment system), an SaaS solution, is a single-source for human resource and employee benefit administration utilizing the latest technology to bring together online enrollment, decision support, human resources, and payroll into one application requiring only one implementation. Created RFP’s, standard contracts, and SOW’s for potential and existing clients.Managed benefit procedures and analyzed efficiency in benefits departments at large private and public companies.Managed multiple teams of people to coordinate efforts and ensure timely deliverables on implementations and other major projects including acquisitions and bargaining union changes.Managed open enrollment periods for various clients simultaneously to ensure successful and smooth plan year transitions. Developed long lasting relationships with clients and defined customer deliverables including functional communication and set up documents. Performed audits with clients to ensure data accuracy. Analyzed reports and consulted with clients to make key benefit decisions. Responsible for managing the configuration, setup and implementation of Workterra benefits software through the User Interface.Managed tasks and projects from multiple clients simultaneously while meeting designated deadlines.Worked with Product Development and Engineering teams to resolve system bugs and feature enhancements.Tracked support issues from initial point of contact through resolution.Liaison between client and EDI (electronic data interchange) team to get resolution for EDI error files.Helped client’s with COBRA, Flex, LOA, FMLA, and retirement programs.Well versed with ERISA and HIPAA compliance.Managed and consulted on dependent audits for small and large scale companies.

CHD's mission is to transform healthcare environments for a healthier, safer world through design research, education, and advocacy. Their forward-thinking members, partners and volunteers come from many fields including healthcare, elder care, architecture, interior design, construction, product design, product manufacturing, education and NGOs.-Managed multiple projects in conjunction with the Center for Health Design’s philosophies.-Coordinated efforts by various architects, designers, and writers for implementation of Center’s publications and training seminars.

RMSS is a school supplies retail operation featuring three retail locations, a central warehouse that served School Districts, Private Schools and Head Start programs in 9 states.-Managed day to day operations of 15 employees at three retail locations and corporate warehouse.Implemented a long range business plan.-Managed all accounts, client satisfaction, and employee satisfaction.-Worked with over 200+ suppliers/vendors.-Managed a comprehensive catalog of 15,000 SKU’s.-Efficiently managed 15 employees (Managers/Warehouse).-Coordinated special events, trade shows, and presentations for School Districts and purchasing directors.-Managed Accounting & AP/AR, inventory tracking & purchasing.

Master'S Degree, Organizational Leadership

Bachelor Of Science (B.S.), Political Science, Magna Cum Laude

Education record

Instensive PMP/CAPM Project Management Course

Education record