Responsibility for MetLife Worldwide Benefits' Account Executives, Account Managers, Client Service Consultants, and Sales Support.

Responsible for the team of Account Managers who maintain client relationships, overall client satisfaction, and resolve escalated service items. The Client Service/Account Management team partner with the Sales Account Executives to implement strategic account planning, identify service trends, and ensure proactive and comprehensive customer development.

Responsible for managing complex benefit programs and providing consultative solutions for clients based throughout the New York and D.C metropolitan areas. Contribute to key projects, develop broker partnerships, strategize for global revenue and earnings growth, mentor new employees, and act as a client management representative for members of our senior leadership team.

•Manage all aspects of business relationship with large, complex clients and brokers in the New York and D. C. metropolitan area.•Responsible for persistency, membership and revenue growth.•Negotiate, analyze, and deliver policy renewals, benefit changes, proposals, and premium increases with internal and external partners.•Responsible for promoting excellent customer service through the cultivation of strong business relationships with clients and brokers.•Responsible for implementing new product offerings and plan changes while assisting with client and customer communication.•Consult with key partners on clients’ business needs and objectives.•Create and implement solutions while ensuring that systems and processes are in place to meet client’s requirements.

•Managed a team of six Account Managers nationally and one Account Manager internationally. Assisted Account Management team with renewal and upsell strategy and resolution of escalated issues. •Responsible for meeting overall team persistency, upsell goals, customer satisfaction and Net Promoter Score. •Continued responsibility for maintaining own portfolio of complex clients.•Acted as the key contributor to the communication, strategy and implementation of significant business initiatives.•Attended and presented as a key contributor at finalist sales meetings across all regions.•Served as a stakeholder for IT and product initiatives and as a customer and client advocate. Led focus groups to identify cross-functional gaps and key areas for improvement. •Ensured accurate and timely updates of SalesForce.com database for both CRM and Service Cloud tools. Utilized reporting from both tools to develop presentations for clients and internal reporting. •Continued to serve as the head of the Women's Business Network's "Lean In" educational group, Wilmington branch.

•Maintained and grew existing book of business through aggressive product upsells and renewals. Developed new business opportunities and sales growth by initiating and maintaining strong relationships with brokers, consultants and clients and identifying needs through consultative selling.•Led the Account Management team in highest upsell wins in both case count and premium sold. •Served as main point of contact throughout installation of new programs and resolved escalated service issues post-implementation. Demonstrated a consultative partnership to clients throughout the tenure of the relationship. •Created “MetLife Pre-Trip Planning” webinar from script to presentation and managed vendors through completion. Consistently created customized marketing materials for member and client education, including webinars and flyers.•Navigated unique client purchasing influences and effectively manage the upsell and renewal process to develop and deliver differentiated, client-focused solutions.•Appointed head of Wilmington, DE Women’s Business Network “Lean In” educational group.

•Managed proposal consultants and achieved 100% on-time delivery rate.•Created and implemented new proposal process workflow and effectively shortened turnaround times and increased quality of international proposals and overall satisfaction of our internal partners and external customers. •Enforced Subject Matter Expert certification program to ensure Sales team had the most current and accurate information and eliminated key person dependencies by implementing mandatory cross-functional training within the team.

•Researched CIGNA International Expatriate Benefits (CIEB) product suite and service capabilities through all CIEB departments, communicated capabilities accurately and persuasively through complex proposals achieving 100% on-time delivery rate.•Created, managed and deployed two external monthly newsletters for clients and brokers and one quarterly newsletter for providers, designed to keep audiences informed and to keep CIEB as the expert in the field. Sent to 12,000+ brokers and 3,000+ clients monthly and 900+ providers worldwide.•Led detail-oriented strategy meetings with sales and client management teams for finalist and renewal meetings with prospects and out-to-bid clients to best approach issues/concerns of each particular case.