Laura Watts Email & Phone Number

San Francisco, Ca, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

Customer Success Manager for BuildingConnected and TradeTapp.

San Francisco, California, Us

• Responsible for managing, upselling, and retaining a book of strategic customers • Responsible for ensuring that clients are realizing the value of the Lattice platform with an emphasis on product education, best practices, and feature adoption• Guided customers through a successful implementation process, including project managing the roll-out of Lattice with key stakeholders and providing trainings and education to end users• Deliver quarterly business reviews and identify opportunities for expansion• Act as customer advocate to help liaison feedback to internal teams at Lattice

San Mateo, California, Us

• Managed $5M portfolio of enterprise accounts focused on driving adoption, optimization, and retention • Collaborated with account teams for renewal discussions and expansion opportunities• Partnered with professional services to create impactful onboarding programs and success plans that resulted in higher client satisfaction and ROI• Ran quarterly business reviews with executive stakeholders highlighting customer objectives and platform performance

San Francisco, California, Us

• Responsible for lifecycle of HR and Accounting channel partners, including identifying, securing, and managing all new and existing relationships• Grow and enhance the Zenefits Partner Program • Onboard and enable channel partners to successfully sell Zenefits products via our Partner Program

San Francisco, California, Us

• Managed team of 90 employees in customer support and operations specializing in health insurance and focused on providing excellent customer service – including associates, specialists, and member processing• Highly involved in the hiring, training, and ramping of new employees; as well as maintaining knowledge and expertise of current employees through recurring training programs• Partnered with product, engineering, sales, and account management to align customer service objectives across the organization• Developed and implemented processes to improve internal efficiencies, customer engagement, and customer satisfaction• Defined and measured performance standards for the organization• Built and maintained internal tools for external client use and internal employee use

San Francisco, California, Us

• Managed and lead the insurance customer support organization of 45 employees• Responsible for all employee training and development, including creating and implementing performance standards and quality guidelines• Assisted with the implementation of our customer satisfaction survey process, including the follow up process with customers• Responsible for all documentation regarding insurance within the Help Center, both for internal processes and external clients• Worked cross-functionally with engineering, product, and account management to improve the overall customer experience• Staffed all channels (including emails, inbound phones, and customer callbacks), responsible for analyzing the metrics and driving improvement

San Francisco, California, Us

• Managed team of 10 insurance specialists, focusing on complex insurance inquiries, escalated customers, and customer retention• Defined tier 1 and tier 2 customer support and escalation pathways within the organization• Created our licensing policies to ensure the team complied with our licensing regulations• Worked cross-functionally to create root causing techniques to help improve internal processes and further develop our products to improve the customer experience• Responsible for hiring, ramping, and training of new and current team members

San Francisco, California, Us

• Managed team of 15 associates (generalizing in all areas of our product - insurance, HR, and payroll)• Focused on improving the customer experience through process and product improvement, including defining the tiered support system and escalation pathways within the organization• Acted as a point of escalation for customers – providing quick resolution and internal feedback regarding their problems• Helped build and implement performance standards, quality metrics, and training programs

San Francisco, California, Us

• Helped scale the growth of the customer support organization in Arizona to over 50+ employees• Responsible for developing and maintaining quality metrics across all areas of the support organization• Acted as product expert liaison amongst all areas of the product (insurance, HR, and payroll)• Responsible for the leading training program in Arizona

San Francisco, California, Us

• Provided email and phone support to clients, focusing on maintaining excellent client experience for all channels • Specialized in health benefits, FSAs, HSAs, HRAs, and commuter benefits• Worked cross-functionally with product and engineering to help improve the customer experience• Responsible for company wide trainings on health insurance

Us

- Manage the referral, authorization, and scheduling process for a case load of patients- Coordinate patient appointments for pain management treatment- Verify insurance authorization- Schedule patient appointments- Answer patient questions and provide pre-appointment instructions- Coordinate patient lodging, transportation, procedures, and other needs- Resolve administrative issues to optimize patient care experience- Serve as a customer service liaison to internal and external customers (interdisciplinary clinical team, referrers, patients, adjusters and other parties as needed)- Triage and escalate administrative and clinical issues- Provide administrative information to facilitate a well-coordinated treatment plan; provide real-time updates as needed

- Make daily visits to identified key referral sources.- Educates providers and their office staff about available HELP services and referral support.- Provide educational brochures and pamphlets to provider sites.- Responds to phone, email, and in-person inquiries in a timely manner.- Assist marketing and sales team in campaigns.

Lund, Se

- Effectively manage and prioritize the CEO’s time and calendar, acting as the main source of communication between the CEO, clients, and employees.- Schedule, plan, and coordinate events and meetings onsite and offsite.- Schedule interviews with the CEO and President, including preparation of conference room and materials.- Ensure meeting attendees have appropriate information, including map and directions.

- Assist the Occupational Therapists in treatments with students, office tasks, and projects.- Create and performed lesson plans for students in the pre-primary classes.- Help teach students braille.

Campbell, Ca, Us

- Coordinate partner and staff schedules for client meetings. - Assist audit managers with billing, running budget reports, marketing and research projects, and any special tasks.- Prepare agendas and take minutes for Audit Manager meetings.- Manage the yearly file extension process.- Assist in the administrative department with the process of creating, cleaning, and completing financial statements.- Assist with the scheduler in booking all of the client jobs in Relius, running availability reports, supervising audit staff resources, and resolve any conflicts with the schedule.- Implement and manage Sharefile software system for audit staff and clients.- Book travel arrangements for audit department, including flights, hotels, and restaurants.

Eugene, Or, Us

- Manage front desk, answer phone calls, and attend to walk-in customers.- Manage communication process with other university offices for deliveries and distributions of documents and resources.- Administer proposal input and grant processes.- General office assistance in the areas of electronic and manual filing, recycling, and office space organization.- Student Employee of the Year Award 2010 and 2011.

Us

- Office specialist responsible for general office assistance, answering phones, directing customers to specific services, and providing information about open job qualifications.- Responsible for creating, customizing, and introducing orientation packets to new teachers, staff, and faculty.- Manage yearly renewal contract process for teachers and faculty.- Facilitate the background checks and fingerprinting process for new teachers and staff.

- Provide general office assistance including scheduling appointments, tracking patient’s payments, insurance submissions, filing, and performing new patient orientations.- Pull medical files for patients, escort them to therapy rooms and ensure their comfort; provide heat/ice as appropriate.- Prepare PowerPoint presentations on various topics: New Patient Orientation, Auto Accidents, Back/Neck Problems.

Bachelor Of Science (B.S.), Human Physiology, Minor Business Administration

Education record