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Work Background
BusinessolverSenior Client Service Lead
Feb. 2025United States, ColumbusServe as the day-to-day contact for clients, managing their goals, objectives, and timelines. Educate clients on product updates, system functionality, and resolve complex issues. Proactively coordinate and manage AE activities and open items. Partner with the Sales team on finalist meetings and provide insights to the Service Center team. Maintain Standard Operating Procedures (SOPs) and client files.
EmpyreanSenior Client Services Manager
Jun. 2021 - Feb. 2025United States, MurfreesboroManage internal team resources to retain all products contracted in a manor that results in organic growth, engagement of employees to meet all deliverables Oversight for company initiatives to be completed by all clients managed Point of contact for any escalations with clients and/or vendors Remote
EmpyreanClient Services Manager
May. 2017 - Jun. 2021I managed day-to-day deliverables with proactive conversations between internal and external teams, including client vendors, for specific benefits Detailed documentation of processes and procedures With these foundations, I was able to project manage two implementations and six Annual Enrollment project plans with my team during this tenure By using the strengths of my teams, we streamlined processes so automation was used, eliminating human error By establishing automation processes, our team was able to work on the multiple acquisitions that these two clients brought to us
Digital Insurance IncConsultant
Jan. 2014 - May. 2017As a Benefits Consultant I am responsible for the day-to-day servicing of our small and mid-sized business clients through proactive communication and strategic client management as the client's' main point of contact I work closely and collaboratively with the internal service team, Account Managers and/or Client Executives to ensure service deliverables meet and exceed client expectations After showing mastery of managing and implementing my first client it was determined that I could handle an additional client for another manager that was out on leave This client was added to my book of business to manage within the first 6 months of employment and was so happy with my work that I was asked to stay on Average retention percentage on the managed book of business was 100% Client objective and subjective SLA's were met year over year Clients that I managed were in 'green' status at all times and deliverables were adhered to so clients were happy and could be used as references Co-creator of enhanced knowledge base system for our client service representatives that is readily accessible to retrieve accurate client data while assisting employees on the call This allowed real time updates for any trends identified with the instructions on how it should be handled Over $15,000.00 of additional revenue brought to the company with organic growth Managed an average of 70 groups with an annual revenue base of $500,000
Ascension Financial Partners, LLCOffice Manager
Aug. 2010 - Aug. 2012Maintained and ordered supplies as needed Supervised daily office activities, including handling customer service for individual and group accounts Worked directly with clients, benefits coordinators, and insurance carriers to ensure continued client and vendor relationships on behalf of the company Processed insurance applications and renewal processes from start to finish
BusinessolverSr. Client Services Lead
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