Shelby Marshall Email & Phone Number

As an EOS Implementer, I help entrepreneurs and their leadership teams build better businesses by solving root problems, leading more effectively, and gaining Traction® in their businesses through a simple, proven operating system.

Opened and operated a senior in‐home care franchise serving seniors and disabled adults. Developed a strategic plan with measurable goals and Key Performance Indicators (KPIs) and built and maintained local, regional, national, and online relationships. Ensured exceptional service quality and established strong business culture. Achieved revenue growth and received industry recognition. Led and managed diverse teams, including administrative, sales, customer service, and clinical staff. Organized community events and educational programs on aging and caregiving. Formed partnerships with community organizations and families.* Initiated and developed a senior in-home care and assistance start-up franchise providing services to seniors and disabled adults, growing revenue to $3.8M in annual sales within eight years from an initial investment of $100,000.* Developed a 3-to-5-year Sales and Marketing strategy to ensure 100% growth in revenue, referral sources, clients, and employees year-over-year.* Launched the "Aging with Choice" community series through strategic partnerships with businesses, municipal departments, and non-profit organizations. Co-created and co-hosted an educational TV show on local cable television, “Frank & Mary in Westborough,” on aging-related topics. Managed content and produced over 90 episodes from 2018 to 2022. Pivoted show content to provide essential information and foster social connection during the COVID-19 pandemic. Led social media and PR marketing efforts. Honored with the National Franchise 2018 Ambassador Award for Outstanding Branding and Marketing Achievements.

Achieved significant revenue growth and client retention with a diverse portfolio of 300+ commercial health plan accounts totaling $2.5B annually. Led diverse cross-functional teams, recruiting, training, and managing talent. Mentored a team of ten account executives across multiple regions. Provided influential leadership, collaborating with executives and cross-functional teams to establish long-term goals and strategies. Delivered effective solutions and optimized service for exceptional client satisfaction. Implemented and monitored key performance indicators to drive quality and substantial business expansion. Built strong industry relationships and customer partnerships to seize revenue opportunities. Instrumental in achieving team and company objectives. * Led team integration post-acquisition, successfully merged legacy direct reports and new Accredo staff while overcoming industry headwinds and internal turbulence. Implemented regional and account adjustments for effective alignment.* Teams consistently achieved revenue and client retention goals. Achieved client retention targets, expanded relationships through successfully upselling limited access solutions, and exceeded net revenue targets for the existing client base. * Developed and implemented new KPIs aligned with company objectives. Collaborated with cross-functional teams to develop new lines of service, marketing strategies, and content. Identified opportunities for operational efficiency improvements. Led collaborative efforts to implement changes, improving client and employee satisfaction. * Invited to speak at a national industry convention conference as an industry leader in contract negotiations and contract implementation best practices.

Developed new client relationships and partnerships for business success. Provided leadership and collaborated on long-term goals, strategies, and policies. Oversaw team recruitment, training, and mentoring. Strategically enhanced account revenue for national and regional clients. Proactively pursued and resolved client issues, expanded contracts and revenue, and implemented revenue-boosting strategies for all accounts. Managed customer relationships and ensured satisfaction. Led new client acquisition efforts. Drove initiatives to improve business processes and communication, enhancing customer satisfaction. Successfully integrated newly acquired contract portfolios.* Team successfully closed 42 new client contracts and re-contracted several key contracts with annualized revenue of over $2.6M and an average gross margin of 51%. * Led team in a product-line initiative to secure preferred contractual status with existing clients. Achieved a 53% success rate with significant clients across the country. * Established a new bonus program to improve alignment with company objectives and financial targets. Developed and implemented recent client financial and utilization reports. Collaborated with operational teams to enhance inter-departmental relations, contract implementation processes, and resolution of escalated client issues.

Addressed client service issues and proactively identified opportunities for service delivery enhancement. Led and participated in departmental, divisional, and corporate initiatives to improve business processes, resulting in enhanced efficiency and resolution of customer concerns. Negotiated and managed multiple national provider contracts across various healthcare practice specialties. Implemented streamlined business processes to address staff and customer issues, increasing efficiency and improving customer satisfaction. Collaborated with cross-functional teams to develop new national fee schedules and presented, negotiated, and implemented these schedules with national and regional provider systems.

Certificate Program, Public Sector Leadership

Post Baccalaureate Certificate, Pre Med

Bachelor Of Arts - Ba, Political Science And Government

Activities and Societies: Kappa Alpha Theta sorority, Varsity Softball, Club Rugby