About
Highly strategic and empathetic professional with 8+ years of expertise in Client Success and Project Management, adept at guiding end-to-end client engagement from onboarding to long-term retention. Proven ability to manage complex projects, optimize processes, and resolve critical issues, consistently delivering measurable results and fostering strong client relationships. Leverages analytical insight and emotional intelligence to drive collaboration, enhance satisfaction, and achieve significant business growth.
Work
Remote, Remote, US
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Summary
Manages a portfolio of client accounts for a global technology solutions leader, ensuring exceptional service delivery, proactive issue resolution, and driving client satisfaction and retention.
Highlights
Proactively tracked key client health metrics, identifying and mitigating risks early to ensure high renewal and expansion rates across a diverse client portfolio.
Streamlined the client onboarding process, including contract drafting and portal account establishment for Chromebook and ChromeCare coverage, ensuring seamless client integration.
Collaborated strategically with sales executives to align support with client business goals, fostering deep relationships that resulted in long-term client retention and growth.
Cultivated deep client relationships by delivering tailored solutions aligned with business goals, consistently driving measurable value and increasing client satisfaction and retention.
Remote, Remote, US
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Summary
Directed over 25 monthly project cases, consistently exceeding client expectations while achieving a 99% completion rate and generating $325.5K in revenue for professional services.
Highlights
Strengthened client relationships, evidenced by securing 45% positive departmental feedback and achieving a 99% case completion ratio with an 86.67% client satisfaction score.
Optimized operational efficiency by strategically overseeing resources, processes, and planning, resulting in enhanced project delivery and team productivity.
Conducted thorough audits of project submissions, ensuring stringent data integrity and adherence to company compliance standards.
Developed comprehensive internal documentation, streamlining operations and improving processes to enhance overall team efficiency.
Providence, Rhode Island, US
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Summary
Served as a Subject Matter Expert for Electronic Data Interchange (EDI), providing critical IT services and claim processing support for Rhode Island Medicaid while enhancing client satisfaction.
Highlights
Provided essential IT and SaaS support for RI-Medicaid, proactively communicating with stakeholders to enhance client satisfaction.
Facilitated seamless communication between end-users and IT, precisely resolving complex system issues to minimize downtime and ensure operational continuity.
Trained healthcare providers on billing software, enabling efficient resolution of electronic claim issues and improving operational workflows.
Conducted meticulous audits of medical claims, ensuring accurate financial recoupment and strict adherence to contract terms.
Managed member enrollment processes, ensuring high accuracy in policy and CPT code application for compliance.
New London, CT, US
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Summary
Collaborated with senior managers at an eDiscovery and digital forensics firm to complete complex projects and resolve critical issues within demanding timeframes.
Highlights
Managed complex litigation support projects, ensuring precise documentation and strict adherence to legal compliance standards.
Led engaging virtual training sessions on Viewpoint and Relativity platforms, effectively equipping and inspiring participants.
Served as the primary client liaison, consistently resolving issues and increasing client satisfaction through effective communication and problem-solving.
Skills
Customer & Client Management
Customer Success Management, Client Onboarding, Account Management, Client Relationship Management, Stakeholder Engagement, Issue Resolution, Client Satisfaction, Service Delivery.
Project Management & Operations
Project Management, Project Coordination, Cross-Functional Team Coordination, Process Optimization, Operational Efficiency, Resource Planning, Documentation, Quality Assurance, Risk Assessment & Mitigation.
Technical & Data Skills
Data Analysis, Reporting, Electronic Data Interchange (EDI), SaaS Support, System Issue Resolution, Billing Software, CPT Code Accuracy, Legal Compliance, eDiscovery, Digital Forensics, Viewpoint Platform, Relativity Platform, Chromebook, ChromeCare.
Soft Skills
Critical Thinking, Problem Solving, Communication, Training & Development, Collaboration, Analytical Insight, Emotional Intelligence.