Sam Jones Email and Phone Number
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Team Lead at Policy Reporter. Our objective is to improve the way the medical industry receives, processes and acts on healthcare policy developments to ensure the very latest insurer data is readily available. Contact me for any questions about the platform or to arrange a demo!
Policy Reporter
View- Website:
- policyreporter.com
- Employees:
- 36
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Team Lead, Customer SupportPolicy Reporter Feb 2024 - PresentVancouver, British Columbia, Canada✓ Led a team to resolve all Support-related inquiries across the entire Policy Reporter book of business✓ Helped onboard a brand new Customer Success team✓ Made enhancements to Salesforce ticketing system✓ Team were SMEs on a lot of internal projects✓ Consistently high SLAs - over 95% of cases completed on time and to a high standard✓ Elicited customer feedback through surveys and NPS✓ Used Grasshopper to relay Support calls✓ Used Salesforce to produce data for reporting to senior management on a monthly/quarterly cadence✓ Documented concerns/issues with the team
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Associate Team Lead, Customer SuccessPolicy Reporter Feb 2023 - Jan 2024Vancouver, British Columbia, Canada✓ Co-led a team responsible for managing and renewing over 60 accounts✓ Onboarded new hires, observed training sessions and gave feedback✓ Spearheaded the implementation of a Salesforce ticketing system to better track and report on client queries✓ Liaised with offshore teams to implement Salesforce systems and fix bugs✓ Created dashboards in Salesforce to analyze and monitor team activity✓ Introduced control reports to spot technical issues and errors in workflow✓ Created internal, centralized training materials/SOPs to be source of truth on workflow✓ Worked with internal teams to get clarification on payer policy coverage language✓ Chased unpaid invoices and worked closely with Finance and Legal✓ Navigated migration issues between Google and Outlook
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Account Manager, Customer SuccessPolicy Reporter Jan 2020 - Jan 2023Vancouver, British Columbia, Canada✓ Managed and renewed over 40 accounts totaling more than $1.1M in revenue✓ Regularly upsold new features and increased cost at renewal✓ Supported the entire Policy Reporter book of business: Pharma, Diagnostics, Med Device and more✓ Managed a user base of Field Reimbursement Managers and Market Access experts✓ Hosted regular webinar training sessions to coach and onboard new users/clients✓ Responded to client queries by phone and email✓ Worked closely with Sales and Product teams to identify upsell opportunities✓ Regularly liaised with other teams: Finance, Operations, Engineering, Legal✓ Resolved policy tracking and technical issues✓ Maintained accurate Salesforce records✓ Tracked client usage in Splunk✓ Compiled training videos with Camtasia✓ Complied technical documentation and user guides✓ Compiled SOWs/contracts and responsible for getting signed at both ends✓ Lead Generation
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Registered Plans AdministratorAviso Wealth Jan 2019 - Dec 2019Vancouver, British Columbia, Canada✓ Transferred funds between client TFSA, RRSP and cash accounts✓ Contributed shares to registered accounts and converted USD to CAD✓ Monitored the team inbox✓ Responded to requests from internal departments and Financial Advisors✓ Set up recurring EFTs for regular contribution clients✓ Fast-paced environment with strict deadlines to meet according to regulatory standards✓ Blackout periods according to tax year datesAviso Wealth is a national, integrated financial services company serving the wealth management needs of virtually all of Canada's credit unions as well as a range of independent financial organizations. -
Pension AdministratorBarnett Waddingham Jan 2017 - Nov 2018Leeds, England, United Kingdom✓ Compiled quotations for deferred members approaching retirement age✓ Corresponded with members by phone, email and letter✓ Corresponded with multiple third parties including solicitors, banks and Financial Advisors✓ Involved in the takeover and implementation of new schemes✓ Maintained accurate member records for change of address/bank details/next of kin✓ Met with actuarial teams to compile transfer value quotations ✓ Liaised with internal partners and associates✓ Arranged for the authorization of large bank transfers -
Pension Administration AssistantBarnett Waddingham Aug 2015 - Dec 2016Leeds, England, United Kingdom✓ Ran payroll for all Leeds clients pensions schemes✓ Provided assistance to Pension Admin department✓ Completed change of address/next of kin updates✓ Liaised with a range of internal stakeholders✓ Archived files✓ Scanned pensioner recordsBarnett Waddingham is a leading independent UK professional services consultancy at the forefront of risk, pensions, investment and insurance.
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Customer Support ExecutiveProperty Vision Feb 2013 - Dec 2014Sheffield, England, United Kingdom✓ Customer Support for desktop and web-based floor planning applications✓ Hosted online training with Estate Agents and Surveyors✓ Tested new software versions prior to release✓ Used Camtasia to compile training videos✓ Proofread and updated training documentation (technical authorship)✓ Researched and tested competitor applications✓ Courtesy calls to existing clients/post-sales supportProperty Vision harnesses the latest digital technology to help property professionals and home owners meet the challenges of the modern property market.
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Customer Sales AssistantThe Co-Operative Group Aug 2006 - Jun 2009Littleborough, England, United Kingdom✓ Restocked shelves with new deliveries✓ Liaised with delivery drivers✓ Handled kiosk and tills ✓ Part-time role whilst studying in college/before beginning university
Sam Jones Skills
Sam Jones Education Details
Frequently Asked Questions about Sam Jones
What company does Sam Jones work for?
Sam Jones works for Policy Reporter
What is Sam Jones's role at the current company?
Sam Jones's current role is Team Lead, Customer Support | Policy Reporter.
What is Sam Jones's email address?
Sam Jones's email address is sa****@****m.co.uk
What is Sam Jones's direct phone number?
Sam Jones's direct phone number is +4478752*****
What schools did Sam Jones attend?
Sam Jones attended Sheffield Hallam University.
What are some of Sam Jones's interests?
Sam Jones has interest in Politics, Fitness, Science, Philosophy.
What skills is Sam Jones known for?
Sam Jones has skills like Time Management, Teaching, Qualitative Research, E Learning, Higher Education, Academic Writing, Teamwork, Software Industry, Supermarkets, Creative Writing, Sales.
Who are Sam Jones's colleagues?
Sam Jones's colleagues are Ryan Yap, Dr. Laxmi Prabha Singh, Priyam Banerjee, Jonathan Yeung, Angela Pang, Haeyang Kim, Kinley Gee.
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