Tiara Ferguson Email & Phone Number

Columbus, Ohio Metropolitan Area

* Leverage strong interpersonal communication skills to effectively manage a robust portfolio of ten biotechnology accounts by building long-term, trust-based client relationships and delivering tailored solutions, service, and support, resulting in 40% contract value growth within 11 months. * Own accountability for overseeing the company’s Top Two clients, successfully generating an additional $3M in revenue within six months. * Align objectives and bridge communications with cross-functional teams to deepen insights into customer needs and goals, manage and outperform expectations, and provide customized solutions to drive success. * Strengthened data-driven decision-making while improving the performance of the client relations practice by spearheading the development and implementation of a seamless metrics reporting process. * Position organizational services as value-added, industry-leading solutions to gain buy-in from potential new clients. * Conduct research to maintain up-to-date knowledge of current and emerging market trends and uncover opportunities. * Communicate customer-related insights and feedback to leadership to strengthen service delivery and offerings. * Navigate complex challenges, obstacles, and issues with an innovative and solution-focused mindset. * Demonstrate a strong ability to execute sound decisions in complex and ambiguous environments. * Guide and lead both small-scale and large-scale initiatives from conceptualization to on-time delivery by leveraging strong project management and prioritization skills.Key Achievements *Own accountability for overseeing the company’s Top Two clients, successfully generating an additional $3M in revenue within six months. * Enhance total contract value by an average of 40% by analyzing client feedback, conducting routine meetings, and identifying upselling opportunities related to current projects and accounts.

•* Promoted operational excellence by overseeing the hiring, onboarding, and training of client services leadership, maintaining a strategic focus on strengthening client satisfaction by fulfilling requirements. * Drove continuous improvement across the client services practice to improve client satisfaction by developing new processes and procedures, crafting innovative strategies, and addressing process inefficiencies through optimization. * Fostered a collaborative company-wide team environment by spearheading an impactful product support project focused on performing SWOT analysis related to client support, identifying gaps and areas for improvement, and developing and launching a new issue tracking process using Jira to drive efficiency and impact. * Advanced the attainment of business goals and objectives by devising and deploying functional, goal-aligned strategies. * Standardized best practices for client solution delivery by defining and integrating innovative methodologies in close collaboration with cross-functional client stakeholders. * Ensured the delivery of world-class client experiences by providing tailored service and support throughout the account management journey based on unique client needs. Key Achievements * Decreased client escalation time lag by 48% while boosting SLA compliance by 17% through the review, development, and optimization and departmental policies, processes, and procedures. * Championed the development and launch of new processes for reporting and analysis, successfully improving visibility into issues, themes, and patterns while generating a 32% reduction in client issues.

•* Maintained responsibility for building and growing relationships with 15 clients and ensuring optimal client satisfaction by addressing current and emerging issues and effectively handling escalations. * Demonstrated strong attention to detail while providing daily administrative support, including updating records, initiating plan changes, providing support for claim rejections, and more. * Employed strong adaptability and analytical skills to efficiently triage, diagnose, and resolve patient needs.Key Achievements * Earned a promotion to Director of Client Services within one year of tenure due to successfully achieving client requirements in accordance with established timelines while outperforming budgetary requirements.

Columbus, Ohio Metropolitan Area

* Played a key role in developing a robust provider network by spearheading recruitment and relationship development activities, resulting in optimal provider satisfaction and retention. * Provided dynamic, high-quality leadership to 10-12 call center agents and four provider relations representatives, including conducting trainings and delivering mentorship to drive skill development. * Orchestrated and facilitated engaging trainings and webinars on best practices, policies, and procedures for 130 vision providers spanning 120 locations and 88 dental providers across 75 locations. * Charted the successful development and deployment of strategic and impactful marketing campaigns to bolster organizational reach and engagement among providers. * Outreached prospective providers to effectively convey the value of organizational services and build relationships. * Streamlined processes related to provider engagement and relationship building. Key Achievements * Headed the execution of a strategic telephone outreach campaign that achieved an average conversion rate of 111%. * Succeeded in expanding the dental network by 800%+ within eight months by leveraging existing carrier relationships to craft a results-focused telephone recruitment strategy. * Established an efficient and standardized new group onboarding process using Salesforce and Jira in order to streamline new provider application processing and credentialing, successfully reducing turnaround time by 50%.

Columbus, Oh

* Handled an array of administrative tasks, such as scheduling, registration coordination, and patient reappointment outreach, while ensuring quality by adhering to and developing new quality standards. * Strategized and developed comprehensive financial and marketing plans to boost the quality of patient outcomes. Key Achievements * Accomplished a 25% increase in patient reappointment rates within two months via process improvement initiatives. * Uncovered and spearheaded key opportunities to drive cost efficiency through cost reduction and resource allocation, leading to a 10% decrease in fixed spending, 19% reduction in variable overhead spending, and saving $125K in total costs over a six-month period.

Dublin, Oh

Previous Position: Marketing & Sales Assistant * Produced targeted marketing and presentation materials to effectively manage vision and dental insurance plans. * Compiled and conveyed comparative competitor data to key stakeholders to facilitate decision-making processes. * Responded to member inquiries regarding dental coverage in a timely and accurate manner by proactively collaborating with prospective clients, brokers, and sales representatives. Key Achievements * Promoted to Sales Specialist within three months of tenure and successfully maintained a 97% member satisfaction rate throughout time in the role.

Columbus, Oh

Responsible for developing and editing both internal and external communication, including letters, reports and brochures.•Increased office newsletter readership by more than 40% over a one-year period by redesigning format and creating new content for the publication.• Successfully completed comprehensive web development project and improved readability and organization of office website.• Increased community awareness of the ODE Office for School Health and Wellness by implementing new marketing strategies during early-stage execution of branding activities.• Promoted from unpaid intern to paid full-time intern during this post-graduate internship.

Columbus, Oh

Produced disaster preparedness literature for distribution both in hard copy and online. Also assisted in developing and staffing special events such as community meeting presentations and exhibitor displays about community disaster preparedness.• Expanded public participation in FCEM&HS winter preparedness program by 20% through the implementation of a public relations campaign that publicized the program to local print and broadcast media through the use of media releases, fact sheets, activity reports, agency briefs, and agency newsletters.• Increased public participation in revision of the county Hazard Mitigation Plan by 50% through the development and implementation of a program outreach plan.• Developed Twitter account blueprint for the agency.

Master Of Science (M.S.), Marketing And Communication

Bachelor Of Arts (B.A.), Public Affairs Journalism