John Sperrazza Email & Phone Number

Estero, Fl, Us

Effectively manage, build and develop business partner relationships with Blue Cross’ highest profile national account clients and key channel partners in a proactive, solutions-driven, and positive way. Provide the highest level of strategic consultation throughout the year to maximize client employee engagement, maximize financial opportunities and drive optimal medical plan design strategy and administration.

Manage staff of 8 national account managers to assure team succeeded across a broad spectrum of client operational deliverables including implementation, integration and retention efforts. Hire, onboard and coach National Account Managers. Perform semi-annual reviews, manage staffing budget, create and drive execution against department-specific incentive plan goals. Performance manage staff to foster personal growth and development while assuring all client objectives are met.

Delivered superior performance as a National Account Manager for several of Blue Cross’ largest and most complex customers for critical operational deliverables and general oversight of all tactical requirements on behalf of various national accounts. Leader in developing various recommendations and best practices for use across the team. Assisted in on-boarding of new Account Managers and served as a mentor and expert consultation resource to the whole team. Consistently delivered high volume and high- quality deliverables and maintained a commitment to meeting all internal and external deadlines.

Provided strategic and tactical consulting services in relation BCBS InterPlan programs, health plan products and capabilities to sales, account management and service staff, primarily within the midsize to jumbo market segments. Developed a keen understanding of health plan functions including underwriting, medical and utilization management, finance, strategic planning, client service, and others.

Developed and deployed customer service audit tool for inaugural customer service quality improvement program, which included the identification of service risks, determining best practices and gaining leadership endorsement of what ultimately became the final project deliverables. Performed audits, provided training and worked with leadership to address service quality issues as identified.

Supervised customer service staff of 20 to assure team achieved quality, accuracy and volume goals as defined by corporate standards and/or account specific performance guarantees. Served as a technical expert for staff and a leadership contact for critical or irate customers. Trained and coached staff to assure required service levels were maintained; deployed new corporate initiatives to the team as needed.

Provided exemplary customer service as well as served as key contact for executives/VIPs for several Key accounts. Assisted in critical projects as needed including client interface at on-site meetings. Served as a mentor and trainer to new staff.