Whitney Mccool Email & Phone Number

• Successfully work in close partnership with Director of Operations to retain & grow a book of clients• Successfully work with Director of Operations to support, grow & develop the COL for an aligned book of business• Demonstrate proven ability to navigate, troubleshoot issues & provide consultative feedback to clients regarding system capabilities & best practices• Establish, execute & be accountable for action plans to support client delight & retention• Provide direction, coaching & support for clients in an escalated state as the work towards reaching a sustainable stasis status• Navigate & partner cross-functionally to support timely completion of work • Display an ability to connect & communicate at all levels of the organization & with clients, consultants, & brokers• Demonstrate the ability to balance between empathy, transparency & directness with a history of navigating difficult conversations internally & externally, managing those conversations to a successful conclusion while utilizing discovery & a consultative approach to deliver the best results• Be a skillful leader with proven ability to drive change & sustain results through strong problem solving & empathy • Provide feedback to Operations Leadership relating to COL performance & client delight status• Research quality escapes to present root cause & recommendations for improvement• Recognize opportunities for advancement in current processes & systems and engage in improvement projects• Manage the day-to-day activities of one client• Monitor work to ensure it is progressing to meet goals at the individual project & cross-project level• Capture & disseminate client feedback and take action to ensure client delight• Provide sales support as required with a proven record of prior success doing so• Participate in Operations leadership team initiatives to improve delivery efficiency & effectiveness for & across clients and segments

The Senior Client Operations Lead has a strong account management background and will serve as the day to day point of contact for our clients, accountable for delivering a consistent, high quality Businessolver experience in a seriously delightful way.• Serve as a day-to-day liaison between our clients and our production teams, making sure we understand all goals, objectives, and time constraints• Manage and facilitate client calls and new client administrator training• Maintain all client documentation such as Standard Operating Procedures and process related documentation• Engage in ongoing educational opportunities on product releases, updates, and system functionality• Educate, discuss, and collaborate with clients on relevant product updates, engaging in consultation with Client Success Leader as needed• Provide concise communication regarding new system functionality, industry news, open items, project initiatives and resolution activity• Drive continual improvement of the delivery of services from all teams, ensuring a cohesive, high-quality service• Coordinate Annual Enrollment related activities and proactively engage the clients and internal teams as needed on open items• Participate in sales finalist meetings and partner with the sales team on prospect visits and scope of services presentations• Partner with internal teams to identify and discuss trends and training needs, providing support and expertise to the Service Center team

West Des Moines, Iowa

• Coach the varsity high school dance team• Choreograph dances for team to take to state and national competitions and for enjoyment at sporting events• Organize fundraising events for self-funded program

• Plan, implement, supervise and coordinate recreational, competitive and technique dance classes throughout the year.

Des Moines, Iowa Area

• Day-to-day administrative duties, such as answering phones, setting up appointments, record bank deposits.• Plan and implement marketing materials for the business, including monthly newsletters, website updates, and advertising, etc.• Plan, implement, supervise and coordinate dance classes throughout the year along with dance camps during the summer months.