Hope G. Pace, Mba Email & Phone Number

•Strategic management of implementation workflow from account services through customer care call center (workflow and service delivery management) •Establishing ongoing communication with both internal/external teams--keeping them abreast of Implementation projects and business needs/requirements and to assist them in their business planning. (Training and Education) •Creating and deploying program strategy & expectations to ensure a smooth transition and knowledge transfer of customer from sales to final implementation •Creating, communicating, and maintaining implementation value proposition (ie. Program training & business performance analytics)P&L Budget ManagementOversee 40+ direct report employees

•Primary day-to-day direct interface with BADER clients and oversee their portfolio within the company•Ensuring that new clients are fully versed on core products/services•Program Implementation, Training Services, Tradeshow Participation, and Strategic Business Review Meetings•Account Service Escalation, Satisfaction, and Retention—managing book in excess of $5M annually.•Ongoing post-sales activities including providing product/service up-sell/cross-sell

Indianapolis, Indiana Area

Indianapolis, In

•Served as primary client liaison between company departments providing high level account service to employer groups/broker agencies•Handled escalated service inquiries regarding eligibility, premium billing, and claims issues•Managed client contracts, issued renewals, and monitored overall plan performance

Mba, Marketing, Finance

Activities and Societies: National Black MBA American Management Association

Bachelor Of Science - Bs, Psychology

Diploma, Academic College Prep