Director, Account Management Resume Example
Strategic Account Management leader with extensive experience providing strategic solutions, process improvements, implementation project management, and consulting to diverse clients while ensuring satisfaction and retention, and achieving financial targets. Exceptional communicator, respected leader, tactful negotiator, and sound decision-maker; driven by the desire to ensure client satisfaction. Able to proactively comprehend clients' needs and effectively transform ideas into practical, actionable, cost-effective solutions to ensure
Account Management / Project Management
~Specializing in Health and Welfare Benefits, Implementation and Pre Paid Services~
Results-oriented, highly personable Account Management professional with fifteen years expertise in all facets of Account Management, Client Services and Operations Management, as it relates to Benefit Plan Administration in the Health and Welfare industry and Prepaid Services. Strong Project Manager leading multiple Open Enrollment projects, in addition to managing day to day activities for multiple products such as, Health and Welfare Administration, Cobra, Retiree, FSA and Prepaid Design and Payment Processing.Ambitious [Job Title] who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals.
Ambitious [Job Title] who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals.
Ambitious [Job Title] who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals.
Product development Project management Client account management Budgeting expertise Negotiations expert |
Epam Systems Inc - Atlanta , GA
Verizon Media (Former Oath) - Washington , MN
- Accountable for management and support of 7 Account Managers within the closed loop Prepaid Industry.
- Support and retain client portfolio of 80+ accounts with gross sales exceeding $30m annually.
- Manage 14 Account Manager's within the Client Service team responsible for management, growth and retention for our top 125 accounts Strategically support Account Management team to ensure growth, retention and relationship management are successfully being met across client base Engage at a high level with Account Management Team and Clients to understand the many facets of the business and how SVS can continue to build a successful partnership Strategically manage and support Client Contract renewals, amendments, request for proposals (RFP's) and budgets for entire portfolio Provide product support and career development plans for Account Management team and counsel employees when necessary Lead onsite quarterly business reviews for client portfolio to provide financial analysis of program, update on SVS products/services and identify growth opportunities Indirectly manage other departments (Implementations, Card Production, IT, Marketing and Product Management) by providing guidance and support on all SVS products and services Support the Sr.
- Leadership team with strategic initiatives within the organization Travel 25%+.
- Manage 7 clients with revenue exceeding $20mm, two which are within the top 3 for SVS.
- Manage gift card sales, production and statistical reporting, projects and implementations associated with client base Responsible for relationship management and retention of client base including the handling of all immediate issues/problems, long term planning and handling of special projects for the client.
- Retain and grow revenue for assigned book of business to increase the value of each clients product solution Cross Sell products within Ceridian client portfolio and assist sales team with revenue generating goals.
- Complete account plans, onsite client business reviews and benchmarking to assist client with increasing sales initiatives Manage and negotiate contracts to ensure service level agreements are being met.
- Work with internal departments and client on creative design and marketing initiatives Indirectly manage vendors, production support, implementation and IT to ensure timely delivery of products Manage internal projects relative to internal resource allocation to ensure all client deadlines are communicated and being met Coordinate POS (point of sale) setup and issues as needed Manage projects with Card Production, IT, Implementations until completion Increased GBF 28% in 2010, 49% in 1st qtr.
- 2011 and 142% for 2nd Qtr 2011.
- Sold and Implemented largest revenue generating project (3.8m) in SVS history 2009/2010 received two Making Great Happen awards from Sr.
- Management and peers (certificate and bonus) 2010 selected by Sr.
- Management and peers to receive the quarterly Ceridian SVS Making Great Happen Champion Award (plaque and bonus) Promoted to Sr.
- Account Manager November 2010.
- Travel 10%-15%.
Koch Industries, Inc.
- Serve as Client Service Manager and Project Manager for several large market accounts exceeding $2 million in revenue.
- Administration includes servicing Clients in the Health and Welfare, FSA and Cobra industries.
- Project Lead and Client Manager for all projects as it relates to Open Enrollment and Ongoing Administration.
- Establish strong credibility with very demanding clients with high expectations.
- Maintain standard of excellent quality and direct responsibility for ensuring performance standards are met.
- Promote retention via communication and positive morale.
- Align and coordinate service delivery and the resolution of issues across the organization, while consistently maintaining service improvement processes.
- for implementing/maintaining Open Enrollment capabilities and all ongoing services for three large market clients.
- Serve as a liaison between the Client Service Team and Systems, IT, technical support, disbursements, Cobra Processing Unit and Flexible Spending Account processing unit to ensure that client projects, system set-up, feeds, etc.
- are completed timely and correctly.
- Create a positive working environment for a team of 6 employees' which consists of 4 Business Analysts and 2 Operations Representatives.
- Services include Benefit Plan Administration in the Health Care Industry for 3 large-market clients as it relates to their Active, Cobra and FSA populations.
- Manage services in detail for all carrier exchange and payroll files for my clients.
- In addition oversee all scope as it relates to web updates, case set up, electronic file updates, form updates and fullfillment services.
- Complete performance appraisals for employees.
- Provide coaching and counseling for associates relating to performance.
- Providing guidance and decision making to the team regarding client issues and establishing workflow procedures Develop and maintain Service Level Agreements and contracts for all products.
- Manage day to day operations and Service Center for Multi-million dollar Client consisting of 30,000 active participants, 28,000 Retiree participants and Cobra participants, which included managing 10 direct reports.
- Assisted with the development of the Service Level Agreement with client and a performance metrics tree (linking SLAs to Process Key Performance Indicators to individual performance measures).
- Worked to ensure the service center consistently met SLA's.
- Designed process flows for operational processes to be utilized by the client and staff.
- Supported the content management lead in the development of scripts, communication materials, and the definition of business requirements for Knowledge Base.
- Assisted with the organizational structure of HR Service Center, such as: defined roles and responsibilities, identified skills requirements, developed staffing model, planned and scheduled resources, developed SLAs with client and internal functional groups.
- Worked with the solution manager to define requirements for service center technical solutions, including knowledge base and case management.
- Planned training materials for Operational functions, and provided training to the Operations Service Representatives and team leads.
- The training included details pertaining to the client, new process and policies, new organization model, and new applications/tools.
- Interviewed, hired and assisted with training ten new employees as it related to Benefit Plan Administration and HR Services.
- Responsible for implementing and maintaining plan design and set up for clients, which included updating and designing rules in the database, creating and maintaining electronic files and developing business requirements to support such functions.
- Maintained and developed ad hoc reports and queries in COGNOS to provide detail reports or reach error resolution on accounts.
- Developed Business Requirement documents to be utilized in the design of system enhancements and modifications to new and existing processes.
- Consistently uncovered PROCESS IMPROVEMENT opportunities within the organization, which involved consulting with both internal and external partners.
- Extensive experience in the development of internal electronic interfaces, as well as vendor electronic files.
- Analyzed data using applications such as COGNOS and Microsoft Excel to enhance the organizations day to day operations.
- Managed scope on projects using Microsoft Project, while proactively communicating and establishing deadlines for technical enhancements and/or issue resolution.
- Conducted analysis on pre-implementation and post-implementation files, while communicating results to appropriate parties to ensure the necessary changes were made.
- Managed Issue logs and project plans as they related to the specific tasks assigned.
Business Management and Computer Information Systems Project Management Workshop: SHPS, Inc. 2003 How to Deal with Difficult Employees: SHPS, Inc 2004 Interviewing Concepts: SHPS, Inc 2000 Customer Service Workshop: SHPS, Inc 2000 Effective Listening Skills: SHPS, Inc 2007 Cognos 7 Impromptu Training: SHPS, Inc Cognos 8 Query Studio: SHPS, Inc 2007 Business Writing Workshop: SHPS, Inc 2002 Business Objects Training: Ceridian SVS 2009 Making Great Happen Award/Bonus: 2010 Making Great Happen Award
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Resume Overview
School Attended
- Jefferson Community College
Job Titles Held:
- Director, Account Management
- Sr. Account Manager
- National Account Manager
- Client Service Manager / Project Manager
- Project Manager / Client Service Manager
- Operations / HR Service Center Manager
- Business Analyst
Degrees
- Business Management and Computer Information Systems
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