AMP, LLC provides specialty professional expertise to amplify business success for large employers, payers, and seed-to-B round startups. As a Senior Consultant, I lead initiatives that enhance customer relations and prioritize exceptional client outcomes.With over 20+ years of experience, I have developed and implemented strategies that drive new business development and cultivate robust client partnerships. My mission transcends transactions; I focus on fostering healthy organizational cultures and delivering customer success.A dedication to service has been the hallmark of my career, and my ethos of putting people first consistently guides my efforts in delivering comprehensive, client-focused solutions that empower organizations to thrive.

As Chief Experience Officer at Employees First, I was pivotal in launching a new captive insurance offering, serving as the first full-time employee to help establish the startup. I led the integration of customer and employee experience, cultivating a customer-centric culture while aligning team efforts with the company’s mission. I oversaw project management, including resources, timelines, and workflows, and championed customer and employee perspectives in strategic decision-making. I developed and managed a high-performing Client Experience (CX) team, overseeing onboarding processes, engagement strategies, and relationship-building with carrier partners and clients. I drove efficiency and superior service delivery performance by assessing and refining processes and maximizing stakeholder value. I also defined key performance metrics and utilized data for process improvement while partnering with the CEO on team development and succession planning. I successfully grew the team within the startup’s first year.

As Vice President of Client Success and a leader on the Growth Team, I led a large team in building and managing a high-performing Client Success and Customer Care organization. I collaborated cross-functionally with Operations, Marketing, and Sales to deliver exceptional customer experiences throughout the client journey. I focused on developing and executing strategies that enhanced client retention and drove growth, achieving key success metrics, including renewals and expansions. I created a comprehensive Client Success Plan and established the infrastructure for an effective, scalable client success organization. As an executive sponsor and thought leader for critical customer accounts, I ensured strong advocacy for clients while contributing the "voice of the customer" to the product roadmap. My leadership fostered strong cross-functional communication, built relationships with C-level and VP-level stakeholders, and instilled Catapult Health’s core values within the team.

As Director of Account Management and a leader on the Operations Team, I led the Account Management Team, collaborating closely with consultants, health plan carriers, and clients to empower employees to improve their health. I managed a dedicated team focused on delivering proactive service to customers and colleagues alike. Additionally, I coordinated with various stakeholders to ensure successful implementation and ongoing support for health events.

As the Director of Implementation, I led the Implementation Team in close collaboration with Account Management to onboard clients and empower employees to improve their health. I developed and optimized implementation processes to ensure successful onboarding and maximize customer satisfaction. By streamlining operations and enhancing the customer experience, we achieved a 20% increase in client retention.

As the Implementation Services department leader within Program Solutions, I developed and maintained implementation processes for onboarding direct employer groups and health plans. I partnered with consultants, customers, and third-party vendors to ensure successful integrated total population health programs for new clients. Leading a team of five implementation members across three locations, I fostered a spirit of cooperation and teamwork while providing proactive service to customers and colleagues. I evaluated team performance, offered constructive feedback, conducted training, and supported staff in achieving assigned objectives. I collaborated with a multidisciplinary client team to ensure the timely delivery of client deliverables and maintained key departmental documents, including implementation work plans and business requirements. Additionally, I worked closely with management on new business implementation and operational guidelines, provided regular updates to leadership, evaluated staffing needs, and oversaw incentive customization and website programming requests. I also contributed to RFP responses, supported sales efforts during finalist meetings, and served on multiple committees and project teams focused on quality improvement.

As the Director of Client Services, I led both the Client Services and Implementation Services departments, overseeing a team of Implementation Specialists, Client Service Representatives, and Account Specialists. My responsibilities included coordinating schedules, monitoring daily tasks, assigning new clients and projects, managing payroll, performance reviews, training, and development. I focused on client retention and maximizing upsell opportunities for a diverse portfolio of clients ranging from 65 to 35,000 members across various industries in the U.S. and Canada. By partnering with consultants, I worked to expand and nurture client relationships, ensuring high levels of satisfaction and perceived value. I monitored the progress of implementations and relaunches, promptly resolving client issues while engaging the executive team as necessary. Additionally, I collaborated with key stakeholders from other departments to enhance client satisfaction, led quarterly Client Advisory Council meetings with a panel of 25 clients to gather feedback and provide updates, and supported business development efforts by participating in finalist presentations and completing RFP responses.

As the Director of Implementation Services, I spearheaded the creation of a new department (Implementation Services) focused on developing and implementing health management programs for clients. I successfully hired, trained, and managed a team of six Implementation Specialists in this role, collaborating closely with consultants, clients, and third-party vendors to deliver integrated health management programs. I oversaw the implementation process to ensure timely and effective launches of client health management initiatives while also designing and supporting program elements such as incentive and communication plans. My responsibilities included developing project scopes and schedules, managing resources, and assembling project teams. Additionally, I reviewed, tested, and approved online programs and final marketing materials before launch, assisted clients with wellness committee program planning, and contributed to refining company processes, policies, and procedures.

As the Senior Wellness Coordinator, I co-developed a comprehensive custom wellness solution (BeWell), including an integrated web portal designed for client delivery and upselling opportunities. I prepared and delivered tailored proposals to attract new clients and played a key role in expanding business in existing accounts. Serving as the primary contact for BeWell services, I represented the organization at sales presentations and renewal meetings while managing the implementation of new client programs. I designed and executed wellness program strategies encompassing biometric screenings, health coaching, challenges, activities, and incentives and oversaw the development and maintenance of client programs. Additionally, I led the BeWell staff, authored policies to improve operations, and conducted quarterly professional training to enhance program delivery. My responsibilities included reviewing and approving billing for client programs, analyzing wellness reports, and cultivating strong relationships with brokers and client executives.

As Program Director at Health Fitness Corporation, I successfully led RadioShack through a critical corporate wellness program startup. I opened and directed a successful 15,000 sq. ft. fitness and wellness center and managed the day-to-day operations, ensuring compliance with industry guidelines.I led and mentored a diverse team, including full-time Health Fitness Professionals, Part-Time Group Exercise Instructors, Massage Therapists, and Personal Trainers. I also developed and implemented an internship program that supported six interns annually, fostering their career development and professional growth.My responsibilities included overseeing a comprehensive health education and wellness program, planning and delivering various health enhancement initiatives, and creating the monthly RadioShack health awareness campaign and wellness newsletter for over 35,000 employees. I also administered the e-Health Platform, developed business plans, and facilitated targeted marketing programs while evaluating program delivery and outcomes. In addition to managing the yearly budget and client billing, I maintained strong relationships with senior management and onsite partners, ensuring effective communication and collaboration.

As Assistant Program Manager at J&J Health and Fitness Services (acquired by Health Fitness Corporation), I assisted the Program Manager in the daily operations of the fitness center and wellness program. I successfully introduced and managed an internship program, coordinated and instructed weekly group exercise classes, and provided personalized fitness assessments and consultations. I played a key role in developing and implementing wellness initiatives, including the HFC Metabolism Matters program. Additionally, I created monthly newsletters and marketing materials, ensured exceptional customer service, and managed facility upkeep and payroll. My efforts fostered strong relationships with clients and onsite partners, enhancing the overall effectiveness of our programs.