Twanda Malcolm Email & Phone Number

Boynton Beach, Florida, United States

➤ Increasing client retention by 89% through collaboration with client-facing relationship team to provide exceptional support. ➤ Driving annual revenue growth of over $1M through issue resolution, product consulting, and new/renewed business. ➤ Completely logging inquiries and capturing appropriate data required for reporting and customer understanding.➤ Facilitating a 78% increase in productivity by streamlining workflows across client onboarding and providing solutions advice. ➤ Using web-based tools and other aids to teach customers to use resources, tools, information, and products.➤ Collaborating with sales teams to develop and implement new pricing strategies, resulting in a 15% increase in profits.➤ Demonstrating self-service tools through My Blue Service in individual/group sessions and highlighting features.➤ Interfacing with internal partners for client experience optimization and risk mitigation resulting in $1.8M in revenue growth.➤ Catalyzing over $20k in sales while countering competitive activity, supporting in-bound inquiries, and maintaining contracts.➤ Providing overviews and facilitating use of resource library materials to match customer needs to programs.

Boynton Beach, Florida, United States

➤ Consulting with members to understand and meet customer needs, recommend products, and explain features.➤ Boosting revenue by 27% through implementation of targeted marketing campaigns and lead generation strategies.➤ Providing consultative sales and service for customers seeking information and education on available products.➤ Bolstering customer acquisition and retention by 58% through robust product solutions for Under 65/Over 65 segments.➤ Assisting clients in making educated buying decisions for solutions spanning health and income protection.➤ Exceeding production targets by over 69% YoY through effectiveness measurements, and customer satisfaction scores.➤ Presenting and explaining recommended products, benefits, features, and alternatives to deliver additional value.➤ Providing advice and consulting for clients and establishing new partnerships through exploratory/informative meetings.➤ Re-engineering processes as well as leading performance management resulting in 100% successful deadline attainments. ➤ Cultivating strategic partnerships with key constituents and organizations to boost awareness of center services.➤ Increasing sales by over $10k annually by conducting plan comparison for members as well as promoting additional services. ➤ Generating referrals through proactive outreach, relationship building, and delivering a best-in-class service experience.➤ Maintaining ongoing relationships with previous customers to drive retention and loyalty and setting sales appointments.➤ Cross-selling and promoting additional services available to members through center clinicians and service consultants.➤ Deploying creative community engagement strategies to drive monthly targets and support effective decision-making.➤ Generating and acting upon leads for new sales and member retention and performing outbound calls to drive sales.

New Haven, Connecticut, United States

➤ Coached a 6-person team of Solutions Specialists in resolving issues for complex, escalated customer concerns.➤ Ensured accuracy and completeness of solutions to reduce risk of customer complaints to regulatory agencies.➤ Analyzed and interpreted data to measure team growth and performance and provided ongoing feedback.➤ Optimized competitive advantage and customer retention with prompt and efficient follow-through on escalations.➤ Planned and led training and development initiatives for customer service personnel and increased staff motivation.➤ Coached direct reports to improve team performance to improve quality of work resulting in reducing errors by 58%.➤ Improved productivity and resolved escalated issues while maintaining compliance with standard operating procedures.➤ Coordinated resolution efforts by aligning cross-functional stakeholders to drive accountability and follow-up actions.➤ Served as liaison and communicated effectively and appropriately with both technical and non-technical audiences.➤ Provided feedback to teams and enabling them to minimize the need for escalations or provide better quality resolutions.

➤ Customer Service Representative – Higher One, Home Based, New Haven, CT – 2012 to 2013➤ Risk Customer Care Representative – American Express, Fort Lauderdale, FL – 2008 to 2009➤ Supervisor – Caribbean Connection, West Palm Beach, FL – 2004 to 2008

Master Of Business Administration - Mba, Healthcare Management, 3.70

Activities and Societies: Omega Nu Lambda

Associate Of Arts - Aa, Business

Bachelor Of Science - Bs, Health System Management, 3.7

Magna Cum Laude