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.