Geoff Young Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

Responsible for the Customer Success of 7 primary Salesforce accounts and subsidiaries in the insurance payer industry, covering $20.5 million in Annual Order Value (AOV) and 35 Salesforce Orgs. Subject matter expert on Salesforce operating model, governance, and the creation of a Salesforce Center of Excellence. 2021 HLS Customer Storytelling champion. 3x Salesforce Certified: Certified Admin, Sales Consultant, and Service Consultant.

Detroit, Michigan, Us

Detroit, Michigan, Us

Direct team of Salesforce administrators, project managers, and analysts to build out Service Cloud, Marketing Cloud, and Community platforms enable B2C Sales, Marketing, and Operations.

Detroit, Michigan, Us

Segment lead for operational enhancements, Salesforce strategy, and the design of new business capabilities to enable sales, marketing, and operational partners, manage costs, and enhance the customer experience.Salesforce StrategistOversee Salesforce strategy for the Individual Business segment, working directly with Salesforce admins, data partners, and IT partners to design and build out the Salesforce Service Cloud and Marketing Cloud platforms. Directly manage a team of analysts to deploy new capabilities and document the Salesforce ecosystem. •Facilitate design sessions with end users, data stewards, Salesforce admins, and IT to capture requirements for new capabilities and user experience enhancements.•Oversee Salesforce object creation and data design to enable user experience enhancements and reporting capabilities. •Owner of the Salesforce requirements backlog in the Software as a Service (SaaS) toolkit and drafted test cases and user stories for System Integration Testing (SIT) & User Acceptance Testing (UAT). •Completed Administration Essentials for Admins and seeking Salesforce Admin Certification.•Worked closely with key business stakeholders to prioritize enhancements and develop Key Performance Indicators (KPIs) to measure Salesforce platform effectiveness. Enrollment PlatformsServed as business architect for individual market enrollment platform, powered by Norvax / GoHealth.•Worked directly with vendor on core platform enhancements, and directed IT and web design partners in enhancing the user experience for consumers, Agents, and operational partners.•Recognized as subject matter expert on integration with the Health Insurance Marketplace, enabling consumers and sales agents to purchase tens of thousands of policies using the GoHealth platform.•Serve as design lead to integrate enrollment platform with Member Portal, enabling members to enroll and perform self-service plan renewals and policy maintenance.

Detroit, Michigan, Us

BLUE CROSS INDIVIDUAL BUSINESS UNIT- Business Architect overseeing end-to-end implementation of 2014 Blue Cross individual market product portfolio.- Translated regulations and business objectives to the configuration of Blue Cross membership, claims, and enrollment systems.- Trained sales agents on 2014 product portfolio, enrollment systems, and the Affordable Care Act.PRODUCT DEVELOPMENT & IMPLEMENTATION- Led launch of the Healthy Blue HSA, powered by HealthEquity, an integrated HSA solution for Blue Cross individual market PPO products. Trained internal sales reps and supported development external of customer communications and external training collateral. (Oct 2012 - Feb 2013)- Led configuration of all membership and claims systems to support 2014 Qualified Health Plans including SMART, MetaVance, and Benefit Configurator. Supported workgroup assigned with mapping 834 Marketplace transactions. - Lead business architect of Blue Cross Direct Enrollment application, allowing customers to claim Marketplace subsidies and shop exclusively for Blue Cross coverage.- Trained 75+ Health Plan Advisors (internal sales representatives) on product enrollment channels, emphasizing the best use of each channel based on customer needs and business objectives.- Provided training documentation for 400+ contacted sales representatives as well as all Blue Cross Managing and General Agents.- Led contingency planning efforts and trained new hire to follow through on execution.- Wrote scripts for internal sales representatives.REFORM EDUCATION & CUSTOMER EXPERIENCE- Provided direction to Digital Experience team in the redevelopment of the bcbsm.com/MyBlue shopping portal.- Initiated and supported customer education efforts around the Affordable Care Act.- Led Blues ID card configuration efforts for 2014 Qualified Health Plans. - Advancing the development of differentiated servicing methodologies and customer experience enhancements.

Detroit, Mi, Us

Detroit Region Aerotropolis Initiative• Strategic policy and communications support for the Aerotropolis initiative and Development Corporation, a multi-government effort to create 64,000 jobs and $10 billion in economic impact. • Responsible for event planning, grassroots communications, social media, and website maintenance. Developed Aerotropolis eNewsletter and grew distribution list to 700 stakeholders. • Drafted speeches and presentations for the Wayne County Executive and other stakeholders.• Executed communications plan that led to the adoption of legislation to support the Aerotropolis.Executive Office & EDGE Communications• Managing editor and writer for the Wayne County EDGE Newsletter, published monthly for 21 consecutive months. Grew distribution list to nearly 5,000 recipients. • Lead content developer for www.waynecounty.com. Responsible for overseeing over 4,000 webpages, reorganizing content, and enhncing eGovernment capabilities. • Trained 100 employees in RedDot website content management software.• Director of social media and electronic communications for Executive departments.• Lead talking points writer for Wayne County Executive Office. EDGE Technology, Marketing, and Organizational Development• Implemented, customized, and trained EDGE staff in Salesforce CRM software.• Developed “living brochure” of EDGE marketing and business attraction materials.• Created of process workflows, departmental organizational structure, and performance measurement tools.

Detroit, Mi, Us

Detroit Region Aerotropolis Program Office• Provided strategic policy and communication support to advance the Aerotropolis initiative.• Co-author to the Intergovernmental Agreement establishing the Aerotropolis Development Corporation (ADC). Drafted “powers and functions” of the ADC.• Creation of a budget, membership scenarios, and internal decision-making processes of the ADC.• Wrote and developed speeches, legislative testimony, marketing content, and letters of support.• Appointed to all five Aerotropolis Task Force committees dedicated to governance, marketing, business attraction, and master plan development.Other Economic Development projects• Wrote $500k grant to Economic Development Administration (EDA), assisted on $4.9 million Energy Efficiency Block Grant application, and wrote federal stimulus request for Aerotropolis.• Deployment of EDGE Newsletter and full redevelopment of EDGE website.

Washington, Dc, Us

Corporate Social Responsibilty & Marketing • Fostered greater recognition of the Partnership to firms engaged in socially responsible investing.• Analyzed stock performance of publicly-traded SmartWay partners and showed that partners beat average market performance by more than 20%.

Warren, Mi, Us

Information Product Management & Performance Analysis• Managed skip-tracing and credit reporting tools for close to 2,000 employees.• Worked with product vendors on product development, procurement, and security enhancement.• Developed a set of comprehensive monthly performance reports for company managers and executives, allowing them to identify abuse, control costs, and evaluate bulk debt purchases.• Lowered abuse of credit reports and other software cost generators by 15%-20%.• Developed auditing procedures for information tools and other internal operating procedures.

Master Of Public Policy

B.A; U.S, Political Science & History; Middle Eastern History, Political Economy, Accounting, Economics