Joe Gates Email & Phone Number

• Manage and maintain client accounts in varying stages of software development lifecycle for 6 separate healthcare insurance providers.
• Responsible for successful execution of project as Jr Implementation Lead for on-boarding 50,000 members on Aetna KY Health Waiver project.
• Collaborated with product and development team leads to log requirements for product enhancements and Project Change Orders.
• Key member of team that managed strategies and tactics for de-escalating customer accounts.
• Supported client end-user base to ensure correct usage throughout client teams.
• Facilitate internal product SCRUM meetings to ensure all top flight items were discussed.

• Report any client facing issues and deliverables to the Product Management team and see through to completion.
• Generate and present reports to both internal team and clients.
• Arrange meetings and prepare deliverables for client facing calls.
• Facilitate internal product SCRUM meetings to ensure all top flight items were discussed.
• Implemented and revised policies and procedures related to Client Success Team’s operations by creating SOPs.

• Prepare daily work and run schedules for 15+ jobs running simultaneously
• Continuously monitor drivers to prevent logistical problems and execute satisfactory solutions when required
• Maintain communication channels with clients to resolve any issues or concerns
• Interpret data from multiple sources using statistical techniques and provide reports to management.
• Successfully interpreted data to draw conclusions for managerial action and strategy.

Melville, NY

• Gave professional customer service assistance to clients, via telephone, regarding delinquent accounts.
• Researched unsettled account balance that were completely or partially unpaid.
• Ensured prompt follow up by mail and phone to customers on payment plan.
• Resolved inconsistencies and prepare adjustments on customer accounts.