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• Managed a team of 12 Customer Success Managers, that were responsible for approximately 300 clients, with an annual revenue of approximately $39mil.• Responsible for customer retention and reducing churn.• Resolved customer inquiries and complaints requiring management-level escalation.• Implemented new technologies to streamline operations, reduce costs, and improve customer service.• Created monthly reports for senior management summarizing operational performance metrics.• Defined and implemented staff compensation and incentive programs, motivating team to achieve targets.• Held regular one-on-one meetings with employees to review performance, motivate, coach and further develop skills for continued growth.• Served as a Board Member for local NAWIC chapter.

Addison, Texas

• Managed 41 clients, with an annual revenue of approximately $2.9mil.• Responsible for renewing contracts, with a 98% renewal success rate.• Maintained a thorough understanding of client specific business processes to identify where specific application of the HCM software can meet their objectives.• Trusted advisor to the client by consulting and demonstrating solutions through various client touchpoints; starting with client implementation meetings and training, ongoing post go-live training and demonstrations, and periodic meetings to review the Client Experience Roadmap.• Be able to overcome objections and eliminate roadblocks.• Developed and maintained close relationships with key management sponsors of accounts (from key users to C-level).

• Developed and nurtured long-term relationships with a portfolio of high-profile clients, providing insights to key stakeholders and C-Suite level contacts.• Served as the client's advocate and acted as the liaison between clients and internal cross-functional teams.• Managed, onboarded, and trained the full suite of SaaS products for 70+ clients.• Monitor product usage and perform proactive client reach outs to ensure the client's users remain engaged with the product.• Deliver business reviews to key decision makers, clearly articulating the ROI and identifying any upsell opportunities.• Exceeded company retention goals by identifying and resolving issues, being the client advocate, ensuring they remained engaged and satisfied.• In 2016, retained 96% of my $1.8 million client portfolio, with a velocity to be on track to retain the same or a higher percentage for 2017.• Utilize Salesforce to manage portfolio Adopted Gainsight and helped train the team on how to efficiently use the new application.

CONEXIS is committed to helping Employers lower expenses by providing services that help employees, former employees, and retirees obtain or maintain health coverage, battle the rising costs of healthcare by specializing in Employee Benefits Administration, Exchange Services, Flexible Spending Accounts, Health Reimbursement Arrangements, Health Savings Accounts, Commuter Benefits, COBRA Administration, and Direct Bill services.• Managed and retained high-profile Strategic Partners by communicating on a regular basis with the HR Executives to develop a productive ongoing relationship. Worked with the clients as the subject matter expert to ensure they are compliant with all Federal and State HIPAA and COBRA laws. • Analyzed data and reports to determine performance levels and trends, identifying areas of improvement. Worked collaboratively with the client to make informed decisions with all resources and key contacts, including identifying cross selling opportunities. Developed action plans to implement processes, interpret products, and assess technical concerns. • Function as the lead point of contact for communication with the client and all internal departments during implementation, renewal, and renewal negotiations, throughout the life of the account. Managed special projects for the client, as well as upon renewal, building the plans within the platforms, ensuring that the plans, products, and members are set up accurately and timely, before the plan year expires. • Served as the client and member advocate resolving any customer service issues, including claims, billing, and enrollment eligibility with the vendors.

• Maintain corporate accounts for their employee benefits.• Responsible for the marketing, implementation, education, and servicing of prospects and renewal groups. • Work with the client to determine if their business needs included commercial products and helped cross-sell those products. • Work with groups, members, and carriers to resolve any employee benefit issues.• Work with teams to assess and manage risk for the business needs of the client.

• Maintain 80+ accounts including both Small Group and Large Group.• Responsible for the marketing, implementation, education, and servicing of prospects and renewal groups. • Responsible for negotiating renewal rates and benefit plan designs to best suit the clients needs. • Interpret products, plan designs, and policies of respective carriers to clients. • Work with groups, members, and carriers to resolve issues within a broad spectrum including claims, billing, enrollment, eligibility, etc.• Conduct Open Enrollment meetings for members.

Dallas/Fort Worth Area

• Responsible for initial implementation and enrolling new groups in Medical, Dental, and Life plans.• Responsible for resolving specific group/member issues involving claims, billing, enrollment, eligibility, policies/procedures, product and benefit designs.• Engage broker and group in building successful business relationships.• Responsible for retaining a book of business of 80+ Large Group accounts.• Conduct Open Enrollment meetings for members.

Arlington, Tx

• Supply clarification to customers regarding benefit inquiries for new and existing business. • Responsible for retaining business in the Oklahoma Region. • Respond to Broker questions and oversee resolutions related to: --Medical, Dental, Life and AD&D benefits --Product and plan comparisons --Explanation of benefits for renewal and alternate plan designs --Explanation of Aetna policies/procedures and State policies/legislations (HIPAA, COBRA, etc.) --Explanation of quotes, status of quotes, and quoting online tool• Actively engage brokers in building successful sales support relationship.• Investigate customer escalated issues. • Track Broker issues and questions.• Backup for Lucent call center monitoring.