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Work Background
Carenet HealthAccount Manager II, Client Services
Jan. 2022 - Jul. 2024San Antonio, Texas, United StatesPrimary manager for strategic accounts that included corporations, top tier universities, healthcare and insurance providers for triage nurse lines, member, and advocacy services.
• Onboarded new clients that required detailed project management to include aspects of monitoring, reporting (to senior management and other stakeholders), process and data integration, training and customer service
• Addressed all client concerns by managing interdepartmental issues with Operations, Development, Business Intelligence/Analytics, Clinical Management, Workforce Management and Finance; Create monthly, quarterly and annual decks to clients and internal stakeholders to continuously show Carenet’s value and savings to clients.
• Overhauled client CRM interface with Development to improve agent and member experience and reduced average handling time by 30%.
• Implemented and launched various solutions to CRM for multiple clients to improve quality of member services.
• Partnered with Contract Management with drafting statements of work and amendments.
• Promoted engagement and service solutions to increase revenue for Carenet, and strengthened relationships to retain accounts.
Self-employedIndependent Insurance Broker/Agent
Jun. 2018 - Dec. 2021San Antonio, Texas Metropolitan AreaEngaged potential clients with high quality and standardized product-related information representing Mutual of Omaha, TransAmerica, Foresters, UHL, and AMERCO. Addressed and resolved elevated customer concerns.
- Realized 65% sales closure rate through professional outreach readily available and comprehensive product information designed to build confidence in each unique brand and product. Retention rate over 85%.
- Developed solid client base through creative thinking, excellent customer service and follow up.
International Rescue CommitteeEmployment Specialist
Apr. 2016 - Mar. 2018Midland, TexasSupported incoming refugees to gain self-sufficiency in West Texas. Also provided training and case management assistance when needed. I also created relationships with community partners to better support client goals.
Gray Television (KOSA - CBS 7)Web/Social Media Coordinator
Apr. 2016 - Sep. 2016Odessa/Midland, Texas AreaUpdated news website and mobile app with latest news stories. Interviewed news subjects, wrote and published stories. Served as community liaison on news station social media platforms to address any questions or concerns that the viewing audience had.
AGIAMarketing E-commerce Specialist (Consultant)
Jan. 2014 - Dec. 2014Carpinteria, CAI provided consultative services on the following items: primary platform concerns, providing direct support to IT, Marketing, Architecture management, Legal, Operations, Internal/External developers and the client on existing online marketing projects, provided training to remaining E-commerce and IT staff, and creating process documentation.
AGIAMarketing E-commerce Specialist
Sep. 2008 - Jan. 2014Carpinteria, CA- Defined e-commerce projects through analysis and interviews with the applicable internal and external stakeholders. This included gathering company wide requirements critical to the successful project implementation. Projects included online acquisition, new feature, improvement, post-acquisition, and maintenance. Utilized CRM software to gauge effectiveness of campaigns. (Sales, ROI, click rates, etc.)
- Main point of contact that executed and managed many projects including planning for resources, capital, and technical requirements, collaborating with internal departments, vendors, suppliers national clients and/or partners to implement online marketing and e-commerce projects on time, within budget, and in compliance with established quality standards.
- Participated in presentations with management, clients, and health insurance partners to provide information and/or education regarding e-commerce related topics, issues, and/or concerns.
- Project manager of cross departmental teams to add new products/enrollment forms on multiple client websites which interfaced with the platform, billing/administration databases and systems
- Served as a liaison between technical and marketing teams to accomplish various initiatives such as website functionality, changes/updates, landing pages, and emails - Reviewed campaigns with Marketing and Database teams to help determine strategy
- Launched up to 20 emails in a week (Exact Target, Campaign Monitor, MailChimp)
- Worked within multiple client management systems including (Liferay, internal custom system and client custom system) to update websites and landing pages - Served as the online product set up “expert” due to knowledge of products and policy issuance and how it affected online environment, operations and customer service
- Responsible for approximately 40-60 projects in project pipeline on a continuous basis which were completed on time and within budget
AGIAPost-Acquisition Marketing Coordinator
Jun. 2007 - Sep. 2008Carpinteria, CA- Responsible for initiating, implementing, and executing national client marketing plans to increase retention for existing customers via direct mail - Completed assigned reporting functions involving analysis of past marketing efforts, made suggestions regarding marketing strategies as it related to upgrading and retaining current customers, and assisted in monitoring and maintaining department budgets - Worked in conjunction with Database Marketing Operations, Creative, Project Management, Information Management and clients to execute direct mail projects - Collaborated with copywriters and artists to create direct mail components - Collaborated with E-commerce team in regards to framing/editing copy on client web sites - Led a primary research initiative to determine customer needs, wants, and attitudes, to create strategic plan and marketing initiatives for 2008. Included managing and performing data analysis on online, phone and direct mail surveys
- Created, launched, and analyzed online survey projects initiated by clients
- Led monthly meetings with upper management including CEO to discuss product/project initiatives
GE CapitalMarketing Manager
Sep. 2000 - May. 2004Frisco, Texas, United States- Position included creating national retail acquisition and lifecycle credit card programs and communications strategy through direct, niche, and relationship marketing for National Retail Client and creating a productive relationship with Client - Mailed 200k-2MM per program (2-4 programs per month); Results: 2-3% response rate resulting in $280mm in annual sales - Collaborated with Operations for all training and customer service concerns to resolve any issues that required marketing input and to ensure that the messages were appropriate in each sales channel (online, catalog, direct mail, customer service and operations)
- Managed multi-million dollar budget successfully. Developed and presented annual plans/budgets to client
- Created and utilized several response mechanisms to increase acquisitions and sales (i.e. web, 1-800# and reply cards) - Collaborated with analytical team in Bangalore, India to execute, analyze campaigns and develop response models to increase acquisitions - Managed print production vendors, creative agencies and budgets associated with projects - Collaborated with Retail Client and legal departments to create niche marketing materials and various other communication tools for the Hispanic population (in-store signage, statements, IVR messages)
- 6 Sigma Certified (2003), Required project management training, identifying issues, creating resolutions and creating effective documentation of measurements of outcomes
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