William G. Email & Phone Number

Deerfield Beach, Florida, United States

Greater San Diego Area

Building long-term relationships with key clients.Addressing customer concerns and complaints & following through to resolution.Advise clients on creating profitable processes on the platform.Obtain & document LDC electricity business requirements.Point of contact for all internal utility escalations or questions.Review utility documentation received and must confirm if the documentation is the most recent versions.Create internal documents to be used by the company with various utility details required by other internal departments.Work with various utilities to setup trainings on new process or product rollouts.Participate in system testing. Documenting bugs and work with the engineers to resolve all system issues.Improve customer service experience, create engaged customers and facilitate organic growth.Work with internal teams to develop service procedures, policies and standards.Provide demo trainings of the platform to potential clients.Provide one on one feedback & coaching for agents.Attend all regular meetings & work with engineers on bugs and system enhancements.Report all business issues to the Business Director via outlook & excel.Help recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

Miami/Fort Lauderdale Area

Maintain current client relationship and identifying areas for potential clients.Develop new sales areas and improving sales through various methods.Strong understanding of company products or services as well as business position and competition to keep business competitive.Onboard and develop new channel partners which include: prospecting, qualifying, and closing new business with marketers engaged in mass market sales.Develop new business relationships and maintain strong rapport with Channels through daily and weekly channel calls and monthly channel visits.Assist with forecasting annual channel sales based on industry trends with Senior Management.Negotiate contract terms and incentives with channels.Communicate with channels if additional information is needed internally.Ensure channels are performing according to, or exceeding forecasts while ensuring profitability.A Channel liaison, creating marketing campaigns that generate Channel enthusiasm and increase agent retention.Analyze overall performance & provide feedback to partners and agents.Work with inner department teams to resolve all client related issues.Direct contact for all channel issues & concerns. Worked with other operational departments to resolve any channel issues.Keep ahead of industry’s developments and apply best practices to areas of improvement.

Miami/Fort Lauderdale Area

Manage a group of Channel Support Business analysts.Responsible for running metric reports for Management/Support team.Provide one on one feedback & coaching for team members.Responsible for team escalations & issues.Attend meetings for company process improvements.Attend meetings for company product roll outs.Review department invoices (budget) for finance to ensure the charges were valid.Review customer RFP’s for accuracy. (Ensuring documents met compliance specifications)Communicate with Clients if additional information is needed.Prepare and send contracts, marketing materials, and other materials to sales channels.Assist in boarding new sales channel on boarding.Complete and submit Vendor Applications & W-9 Forms for Finance Team.Send collateral materials to channels.Manage custom contract process.Process Price Request in Sales Force.Run credit check for new customer prospects.Refresh prices upon request from channels.Send notification of closed custom contracts to cross functional teams: Enrollment, Pricing & SalesSubmit credit approval requests to finance for exception scenariosRevise processes & implement improvements for Partner Portal and other sales toolsCapture competitor activities and products by the SMB team and distribute to LP teamSupport Channel Managers by utilizing cross functional teams.Research channel commission, billing, enrollment issues and escalate all issues to appropriate departments.Ad hoc reporting for manager and VP of Sales.Utilize proprietary databases to provide CP's with customer information.Create cases/tickets to resolve CP issues.Enter custom contracts into internal databases.Complete special projects as needed such as Auto Debits.

Miami/Fort Lauderdale Area

Review department invoices (budget) for finance to ensure the charges were valid.Review customer RFP’s for accuracy. (Ensuring documents met compliance specifications)Communicate with Clients if additional information is needed.Prepare and send contracts, marketing materials, and other materials to sales channels.Assist in boarding new sales channel on boarding.Complete and submit Vendor Applications & W-9 Forms for Finance Team.Send collateral materials to channels.Manage custom contract process.Process Price Request in Sales Force.Run credit check for new customer prospects.Refresh prices upon request from channels.Send notification of closed custom contracts to cross functional teams: Enrollment, Pricing & SalesSubmit credit approval requests to finance for exception scenariosRevise processes & implement improvements for Partner Portal and other sales toolsCapture competitor activities and products by the SMB team and distribute to LP teamSupport Channel Managers by utilizing cross functional teams.Research channel commission, billing, enrollment issues and escalate all issues to appropriate departments.Ad hoc reporting for manager and VP of Sales.Utilize proprietary databases to provide CP's with customer information.Create cases/tickets to resolve CP issues.Enter custom contracts into internal CRM databases.

Miami/Fort Lauderdale Area

Retain customers who are considering changing providers.Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.Provide analysis on trends of why clients were canceling.Build positive working relationships with customers for repeat businesses.Track contracts that are soon to be expired and contact customers for renewals.Work with Sales teams in implementing sales promotion activities.Develop new strategies for customer retention activities.

Miami/Fort Lauderdale Area

Evaluated and authorized approvals of prior authorization pharmacy requests from prescribers received by telephone and/or facsimile using client clinical criteria. Determined appropriateness for medications. Communicated decisions to physicians, physician s office staff, medical management staff, and/or pharmacists. Communicated selected prior authorization criteria, pharmacy benefit coverage, and formulary alternatives to physicians, physician s office staff, medical management staff, and/or pharmacists. Researches, resolves, and documents prior authorization outcomes in the pharmacy system. Escalates requests to Pharmacist when request requires extensive clinical review or denial. Researches, resolves, and documents physician or client inquiries and grievances. Provided verbal or written results to client, prescriber, provider, and/or management. Monitors telephone system to ensure adequate staffing to maintain client service levels. Assesses training needs within the team. Served as a training resource, mentor, and coach to others, particularly new hires. Identifies and shares best practices. Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers. Performs other duties as required.Conferred with customers by telephone to provide information about product and services.Effectively settled accounts disputes and resolved customers problems in a timely manner.Activated cellular phone devices and assisted customers with technical issues.Processed bill payment by phone and transfers retention calls.

Miami/Fort Lauderdale Area

Interviewing & Reviewing loan applicants.Evaluating applicant financial information including salary, assets, debts and expenses.Calculating applicant credit scores.Verifying the accuracy of applicant data.Approving or rejecting loans.Managing real estate loan documentation.Ensuring compliance with investor regulations.Submitting a detailed loan package to the Underwriting department.Reviewed loan applications and assist home buyers seeking mortgage loans.Assisted home buyers with gathering the proper documentation for loan approval.Ordered credit and title reports.Ensured the privacy and security of a customer’s files every step of the way.Communicated with attorneys, county clerks, and title companies.Made recommendations for alternate actions as needed.Processed hundreds of loan applications in a timely and effective manner.