Recruited by founding team of Bloom Health to develop the strategy and direct the management, growth and strengthening of account relationships and client service delivery. Delivering ongoing transformational changes in customer service efficiencies, profitability and the way service is delivered through continuous improvements to the business model. • Responsible for developing department employee engagement and performance programs, directing the hiring, training, and management of a high-performing account management team • Design and oversight of new client implementation process, employer communication strategy, employer compliance strategy and communications, retention analysis and vendor management• Manage strategic operations within the Member Advisor service center, including service model approach, interface and integration with health plan carriers, telephony and CRM system, staffing model and scalability assessment• Grew customer base from zero to 1,000 in first 4 years at healthcare start through targeted marketing and solution-sales strategy, and intense account team training• Led design and implementation of 4 new products/solutions, which allowed for high end market penetration promotion • Established 90% consumer satisfaction rate and held retention of clients to 85% in fasts-changing health insurance industry market • Evaluation of all employer/member data metrics to understand success, risk and cost structure, increased account management team administrative efficiency by 20%

Directed and supervised strategic national client integration projects to ensure successful delivery of services, while overseeing account management operations and managing a staff of 14 account managers. Provided client implementation and communication strategy and created a service organization to procedure and interdepartmental processes to streamline client delivery.• Designed the customer service (consumer facing) and client service (employer facing) support models to optimize scale of over 500 clients, including 7 national health carriers in the first 3 years• Implemented the top 4 national health insurance carrier private exchange programs, including process discovery for health plan internal product design and initiation, underwriting and product consultation, sales training and electronic file testing• Note that Bloom Health was purchased by Empyrean Benefit Solutions, Inc. in June 2016

Managed the innovation of assigned products, driving top-line profitable growth, expense management, and margin expansion of the business, and supporting consistent service delivery to niche and national clients. Specialty focus on strengthening the Native American 506 program client base.• Nurtured and strengthened client tribe relationships toward the Native American 506 program, reaching toward revenue goal of $10M for this client population

Worked directly with key leaders and company owners on developing and providing employee benefits programs designed to meet their specific needs. Strengthened client relationships to increase organic growth and client base, utilizing a cross-sale strategy to fortify long-term relationships and contracts. • Responsibility for management of key account portfolio valued at $2.5M in revenue, representing 33% of agency’s total business, managed 60% of the benefit client base• Delivered on average a 15% cost savings for employer clients while maintaining 97% of benefits using strong negotiation skills and broad knowledge of competitive costs

Directed operations for account management department, with responsibility for procedure development, design and execution of client and employee training programs, budget forecasting and management and administration of the client satisfaction process. • Initiated, developed and managed three large-scale trainings within two years, which resulted in significant increases in client retention rate (to 98%) and satisfaction scores that shot up more than 15% on average• Initiated task forces to improve quality, technology, employee training, and client support services