Micah Clemmer Email & Phone Number

• Own client satisfaction for assistance service books of business• Manage portfolio of 110+ clients• Partner with account team to develop client engagement strategy• Initiate contact with clients on a regular basis throughout the year as part of a 365-day engagement plan• Onboard new client programs & additional services for existing clients as solutions are sold• Educate client stakeholders on assistance services• Partner with client stakeholders to prepare & maintain client operational & billing procedures, to optimize execution of assistance services rendered to client’s members• Partner with client stakeholders to educate client’s employee population & to promote the International SOS Program• Escalate & address client feedback related to assistance services• Prepare & deliver statistics & information about client programs during annual or quarterly business reviews• Liaise with colleagues on local & global scale to address client concerns,issues or questions• Identify opportunities for sales team through engagements with clients

Facilitate training for operations personnel consisting of:• Customer Service• Product/Services Knowledge• Software ApplicationDevelop, maintain and update instructor-led and e-learning training courses and course materials.Assist in service quality assurance via measurement, testing and coaching operations personnel.

• Facilitate instructor-led courses on topics including: customer service, product knowledge, sales, technical skills, & software application• Provide one-on-one training as needed• Develop and maintain instructor-led courses & course materials, including course manuals• Develop and maintain web-based courses using course authoring & simulation software• Develop & maintain training aids for on the job reference• Coordinate training needs & procedural changes with various departments & schedule instructor-led courses accordingly• Administer training evaluations: exams, post-training feedback from learners, manager evaluations several months following training• Manage Learning Management System (LMS) entailing: adding, updating & removing employee profiles &courses/course schedules; also providing training transcripts upon request• Support maintaining a departmental intranet page for the Training Department

• Perform financial transactions for customers• Maintain cash drawer• Learn & recommend financial products to meet customers' needs• Provide assistance with customer questions & account problems

• Initiated & set up appointments for over 300 prospects in order to present product line of household knives & assist with customer purchases• Attended management training sessions to learn interview process for the company• Two-time recipient of the President’s Club Award; member of Inner Circle, which recognizes top salespersons in office

Bachelors, Human Resource Administration

Activities and Societies: Society of Human Resource Administration (9/01 - 5/02)

Associates, Business Administration