Laura Monahan Email & Phone Number

Saint Paul, Mn, Us

Minnesota, United States

• Collaborated with cross-functional teams to fulfill reporting requirements for Strategic and National accounts, delivering over 8,000 reports annually with 98% accuracy.• Served as the primary liaison for Client Service Managers and Sales teams, crafting custom reports and resolving escalated reporting issues effectively.• Cultivated strong client relationships, driving business results through proactive account management and support.• Enhanced report quality and service delivery by implementing comprehensive process documentation, coaching, knowledge sharing, and targeted training sessions, increasing cost savings and team productivity.• Implemented Secure File Transfer Protocol (SFTP) solutions to securely access, transfer, and manage large files and sensitive data.• Conducted monthly Salesforce audits for over 100 accounts, ensuring data integrity and compliance.

Minnesota, United States

• Successfully executed implementation tasks for over 250 clients annually, collaborating directly with customers, channel partners, vendors, and internal stakeholders to ensure seamless onboarding.• Adopted a customer-centric approach to delivering comprehensive healthcare solutions, catering to both new business and existing accounts across all market segments.• Oversaw the integration of new programs for existing clients, partnering with cross-functional teams to ensure precise setup and timely delivery.

Eden Prairie, Mn

• Spearheaded the implementation of Health & Wellness websites for new and existing clients across diverse market segments, defining scope, requirements, design, and functional specifications.• Created and delivered training sessions for over 200 clients annually, significantly enhancing understanding and engagement with the platform.• Led User Acceptance Testing (UAT) for the Rally Health and Wellness website, ensuring quality and supporting successful monthly releases.

• Enhanced employer benefits deployment by streamlining and documenting procedures using the custom Health Plan Cost Estimator tool, resulting in improved efficiency. Conducted engaging website demos and training sessions for over 200 clients annually.• Cultivated strong partnerships with internal teams and clients to address product defects and resolve customer service escalations, driving customer satisfaction and retention.

Golden Valley, Mn

• Supported weekly and monthly content releases for all websites, collaborating with primary business contacts to manage production schedules, handle escalations, and resolve issues.• Created User Acceptance Testing (UAT) documentation to support product launches and enhancements. Conducted monthly validations of all websites to ensure accuracy.• Managed all website production support issues, coordinating with IT production support to log issues, set priorities and severity, and oversee resolution.

Plymouth, Mn

• Served as the primary contact for clients generating over $3 million in annual revenue.• Provided supervisory leadership, work direction, and guidance to a team of five direct reports. Prioritized client and team needs, ensuring optimal resource allocation and effective management.• Facilitated the launch of an incentive program that deposited $15 million annually onto prepaid debit cards. Coordinated with IT, legal, creative, print, assembly, mail, call center, and finance departments to ensure the program remained on track, operated successfully, and stayed within budget.