Achievements

44% growth in Year Over Year revenue in the first year for 11 Regional Accounts.
$65M+ in new revenue in the first five years secured by implementing 46 Sales/Scope expansions.
After finding additional savings in current active solutions, $5.3M in savings for large Health Plan.
Recruited, trained and managed two large fully-dedicated Account Management Teams representing over $34M in annual revenue

A 17% decrease in escalations was accomplished by facilitating the first group of agents in a standard operating procedure change that enabled the issuance of more courtesy credits for unhappy customers.
Ensured CMS compliance by assisting in the creation, maintenance and audit of an online resource tool for staff receiving Medicare D calls that provided access to a book of business and client-specific information for answering member questions.
Developed a new system-supported tool for customer service to assist callers that resulted in increased customer satisfaction, decreased escalations and average handle time, and improved first-call resolution.

30+ client tours and presentations conducted to display the call center and client services operations, performance metrics, training program and employee incentives.
Full service recovery achieved in 90 days by managing recovery actions for 15 clients to enhance satisfaction.
Attended six best and finalist meetings with the sales and account management teams to guide and support strategies and to address client concerns on customer service and pharmacy operations that resulted in winning five of the six bids.
Resolved escalated client issues for 90+ accounts.
12% increase in total quality and a 7% boost to client satisfaction earned by leading the migration of the third largest health plan account moving 9,000 daily dedicated customer service calls to a new call center and agent population in just nine months.

98% client satisfaction ranking attained by focusing on the customer, attracting and retaining top talent, and pushing global service enhancements founded on customer feedback.
Identified operational and service opportunities to drive organizational and client solutions.
Assisted with the implementation and onboarding of three key health plan accounts.
Improved employee engagement by 36% in less than three years after implementing several initiatives.
$2.5 million in revenue generated in the exclusive home delivery programs by customizing the services.

22% improvement in customer satisfaction realized in 18 months by instituting a new tracking system for the team.
Recruited, hired, trained, and managed teams of service delivery managers, client service specialists, and customer service teams to deliver guidance, career development, performance evaluation, and feedback.
Managed smaller fully remote Account Management, Client Success and other B2B teams to help build client relationships, drive revenue growth, and improve overall client satisfaction.
Hosted regular monthly meetings and in-person Quarterly Business Reviews to drive strategic growth initiatives
36% decrease in attrition rate in first 9 months, by creating new Employee Engagement Committee responsible for planning and hosting all employee engagement initiatives.

Implemented cross-functional support processes for new client expansions, which prevented client escalation and reduced member abrasion.
Played a key role in migrating 1,500 clients, 42.4 million patient lives, 448 million annual prescriptions and 46.7 million mail order prescriptions onto a single platform in 19 months.
Ensured operational readiness and global customer satisfaction with 200+ account management teams and account executives on new program introductions and modifications to existing client benefits.
Served as a Medicare D subject matter expert to share knowledge with executive leaders and training teams to develop customer service training materials that complied with CMS rules and regulations.
59% reduction in incident tickets and a 30% surge in department productivity achieved by implementing Lean Six Sigma methodologies.

$5 million in operational performance guarantees, more than 50 custom service enhancements and various process improvement projects managed as the director of service for large health plan clients.
30% increase in productivity and a 29% reduction in absenteeism facilitated by moving the team to a work-at-home environment.
36% spike in employee engagement attained in less than three years by introducing various improvement initiatives.
100% of incident tickets and issues escalated and triaged methodically and instantly to reduce negative customer impact by overseeing the eSIR ticket command center operations for 30 days.

Collaborated with clients, third-party vendors, supplier sites and other operational areas on quality and process improvements to enhance the overall customer satisfaction and NPS scores.
6% improvement in quality and enhanced member experience in six months by monitoring calls and implementing daily feedback/coaching sessions with 25 customer service reps.
14% decline in complaints, a 12% improvement in quality scores and a 6% reduction in the number of Med D grievances filed, and an improvement in the Medicare D STAR rating for one of the largest health plan accounts by facilitating training to 200+ customer service reps on grievance and root cause analysis.