A results-driven leader with over 10 years experience in account management, operations and service support. Offering excellent communication and interpersonal skills to lead, mentor and motivate. Best known for collaborating with diverse and cross-functional teams.-Effectively overseen implementation on new book of businesses (large market national accounts) ASO plans, and continued successful client retention.-Day to day first point of contact for strategic clients for all operational inquiries and issues. -Maintained strong trustworthy relationship on a operational and strategic level with clients. -Service Hero nominee (2015, 2016, and 2018).-Top tier client satisfaction-West Coast National Gatekeeper for operations during rollout of transition PBM OptumRx.-Developed new onboarding program that department adopted as standard practice. -Assisted with Strategic Client Executives in successful client renewal contracts. -Data analysis of large claims reporting for large market clients and make action plan of correction; in turn adapted to other clients.-Culture Ambassdor reflecting core values and ownership 2014-2022.-Proven successful servicing client needs throughout all phases of account retention.-Ensured “Performance Guarantee” for operations were met on a quarterly and annual basis for assigned strategic accounts.-Draft and publish client specific guidelines for operations.-Create and present annual operational scorecard onsite to strategic clients.-Successful execution of project management.-Google Project Management Specialization Certification Credential ID# M7B56VXTHHSP.-Google Data Analytics Specialization Certification Credential ID# HHSLHQ2AG3NX.-Behavior analytics trained for customer behavior - understanding how clients act across each channel and interaction point- influences their actions.
