In my role as an Account Manager for corporate benefits, I focus on delivering analytical insights and strategic support to enhance our client relationships. Key responsibilities include:
Developing and distributing custom reports to meet unique client needs.
Preparing data-driven presentations on utilization and KPIs for both clients and internal teams.
Managing daily, weekly, and monthly census and eligibility data.
Creating and distributing partnership assets to strengthen client engagement.
Improving existing operational reports and establishing new processes for repeatable analysis.
Providing accurate and timely operational reports to inform strategic decisions.
Collaborating with the Account Management team to address customer requests and benefit-related tasks.
My analytical expertise allows me to effectively communicate insights and recommendations, driving value for our clients and supporting the overall success of the organization.
to deliver outstanding service and support for a national key account, driving client satisfaction and retention.
Collaborate with cross-functional teams to successfully manage 40 client accounts in the Orlando market.
Responsible for on-boarding new clients by engaging Property Management teams in the launch, implementation, and post-launch of Fetch Package service as well as ongoing communication and support for current client base.
Create and nurture long-term relationships with clients via phone, email, video meetings and in-person to mitigate churn while driving retention and renewals.
Maintain a cadence of communicating with clients about their resident trends, sentiment, and finding opportunities for deeper engagement utilizing CRM process/tools such as: Salesforce, Looker and Zendesk.
Represent the voice of the client to inform and educate our sales process, Marketing, and Operations team.
Overseeing a team of 16 agents, ensuring all metrics and quality standards are being met. Building and managing schedules, and allocating hours of labor appropriately to ensure overtime is only used when authorized.-Manage and ensure the quality of the Live Chat department, implementing strategies and personnel needed to lower and dropped Chats.-Supervise and ensures all Account Manager reach out and requests are addressed and handled by the team, and full resolution is provided in… Show more -Overseeing a team of 16 agents, ensuring all metrics and quality standards are being met. Building and managing schedules, and allocating hours of labor appropriately to ensure overtime is only used when authorized.-Manage and ensure the quality of the Live Chat department, implementing strategies and personnel needed to lower and dropped Chats.-Supervise and ensures all Account Manager reach out and requests are addressed and handled by the team, and full resolution is provided in most cases.
Overseeing a team of 10 agents to ensure daily tasks and metrics are being achieved.
Working and addressing escalated cases through multiple channels.
Monitoring and facilitating breaks and lunches.
Reviewing and providing feedback and coaching.
Troubleshooting and resolving issues with packages. Communicating with carriers, and all parties involved in the delivery process to ensure customers' needs are met and satisfied.
Responding to inquiries and requests sent in by consumers.
Answering phone calls, and performing callbacks as requested.
Working directly with the facility to resolve and answer outstanding questions for residents.
Handling and delivering +300 packages a day.
Loading and unloading at the depot, providing excellent customer care to ensure packages are all handled appropriately.
DOT audits, and training certification.
Running and managing a department . Insuring hours are met An orders are complete on time . Insuring customer experience is superb. Creating weekly Shedule.