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Work Background
OneSource VirtualAccount Manager
Oct. 2023Manage day-to-day interactions, business reviews, and reporting to customers in assigned customer pods. Project manage assigned customer projects like Open Enrollment (Liaison with customers, third parties, and service delivery team) using Workday. Respond accurately and timely to customer escalations. Collect and analyze data to identify and communicate trends both internally and externally. Partner with Service Delivery Leads to share feedback and customer changes that impact volume or service delivery. Form strong partnerships with relationship owners across OSV that share customer responsibilities within assigned pod customer groups. Communicate and participate in lessons learned, discovery, and development exercises with Pod Leadership and Account Managers to ensure consistency and best practice documentation. Partner with Readiness to ensure a seamless transition to production for incoming new business to the assigned Pod (activities may include testing, introductory meetings, and pod specialist readiness).
LinkedInSr. Customer Success Manager (Glint Product)- Linkedin
Mar. 2022 - Mar. 2023Derived insights from customer surveys & other quantitative/qualitative sources to drive operational improvements, improving CX metrics & customer satisfaction, evidenced by data analytics & VoC metrics. Managed B2B Enterprise accounts from post-sales activities including, but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities. Delivered exceptional client service to portfolio of multiple accounts, driving usage of product & achieving 95% customer retention rate. Delivered value reviews/QBRs/EBRs focusing on recommendations to align the platform to the customer's business goals and strategies resulting in client retention. Reduced customer churn rate by 20% in 6 months, utilizing data-driven strategies and relationship building. Delivered results for Employer Account Executives; increased client satisfaction by 25% & reduced issue resolution time by 20%.
Indeed.comSr. Client Success Specialist
Mar. 2021 - Jan. 2022Derived actionable insights from customer experience survey data (NPS,CSAT) across customer journeys, driving operational improvements & customer-centric decisions. Collaborated with Product, Operations, Search Quality and Aggregation teams to troubleshoot problems, improve processes, and ensure client satisfaction by providing client feedback to internal partners and translating their business needs into client solutions. Delivered successful customer onboarding, engagement & retention strategies, resulting in 25% product adoption & 10% revenue growth in portfolio. Grew campaign engagement from 10% to 78% in 2 weeks by changing the job posting keywords.
Apache Industrial ServicesBenefits Specialist
Sep. 2019 - Jul. 2020Houston, Texas AreaProvided subject matter expertise on Company's benefit plans, driving engagement and usage among team members & improving compliance by ensuring plan filings were accurate & timely, resulting in a 5% decrease in costs. Led successful implementation meetings for Plan Sponsors, documented requirements and systems set up, managed vendors, and tracked STD cases with 95% accuracy. Lead Plan Sponsor for all implementation meetings, documented requirements and system setup to achieve annual enrollment goals; managed multiple vendors to ensure process compliance and performance metrics.
Stewart TitleBenefits Specialist II
Apr. 2018 - Sep. 2019Houston, Texas AreaSubject Matter Expert on benefit plans; communicated plans to team members, educated team members on benefits, conducted research & analysis to ensure competitive plans meeting employee needs & supporting organizational goals; improved usage & engagement, decreased administrative costs by 15%. Oversaw the processing of all documents necessary for implementation of various benefit programs and maintenance of records as required for compliance with ERISA, COBRA, HIPAA, FMLA, and other applicable regulations. Designed, evaluated, and modified benefits policies to ensure that programs are current, competitive, and in compliance with legal requirements. Processed monthly remittance and reconciliation for various benefit plans.
Empyrean Benefit Solutions, Inc.Business Analyst
Sep. 2013 - Sep. 2014Houston, Texas, United StatesDesigned and developed benefits reports and analytical data structures. Used basic Internet and client/server architectures while possessing working knowledge of SQL, and database design. Delivered measurable impact using metrics; developed functional requirements, technical specifications & template documents to meet customer needs, maintained best practices & communicated progress to stakeholders. Implemented solution to customer business needs, resulting in increased efficiency & cost savings of up to 20%; ensured customer satisfaction & adherence to deadlines. Performed software testing to uncover bugs and troubleshoot enrollment portal issues prior to application launch. Translated technical concepts and information into terms all parties could easily comprehend
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