Description
client-focused professional Energetic with three decades of proven leadership sales growth and project management skills in the fast-paced and demanding business environment. Proven ability to cultivate and maintain strong client relationships in the market. Risk-taker and tireless customer advocate capable of working quickly and accurately with detailed information. Ability to maximize efficiencies and drive positive sales/financial results. Summary: Manages and coordinates account management service activities as the primary customer/client contact for retention of large northeast local group business. Leads, coordinates and controls new business implementation activities of national accounts related to the Blackstone portfolio companies and the integrated Equity Healthcare model. * Provides daily business support for field sales staff. * Defines and oversees the execution of retention strategy and wellness strategy programs for local accounts. * Negotiates and executes legal agreements and exchange of data requirements necessary to retrieve claims data to ensure successful implementations. * Responsible for managing the annual renewal process for accounts, including implementation activities, client presentations, and site visits. March 2005 - April 2008 - Commercial Sales - Manager II, Sales Support Summary: Manage a call center responsible for providing distinctive service in the 1-250 employee market segment including Individual markets for the Brokers and Group Benefit Administrators. Develop and maintain relationships with the Broker community as Market Manager through Broker/Client service management, education programs, communications, and the development of strategic compensation programs. Responsibilities include: * Lead the Broker Advisory Council meetings, Broker events, and educational forums. Serve as single point of contact on front line service issues and facilitate resolution. * Implement process improvements focused on minimizing channel conflict and enhancing Carrier/Broker relations. Develop coordinate and disseminate Broker communications regarding policies, product information. 2007 Call Center Statistics: Ability to mentor & coach associates to deliver distinctive service to clients with proven results. * 2.93% Abandonment Rate - which is a 10% decrease compared to the 2006 rate at 3.26% * 34 ASA - Average Speed to Answer - which is a 6% decrease compared to the 2006 ASA of 36 seconds. * 84.77% of all calls answered - increase performance of 8% over 2006 at 78.51% * 47% reduction of overall call center statistics in 2006 vs. 2005. March 2002 - March 2005 - Marketing Management - Regional Distribution Program Manager Summary: Accountable for regional channel development and program management components. Lead the competitive analysis and recommendation on annual Broker compensation strategy programs to foster growth and retention of profitable business in our market segments while providing distinctive service. Channel Management and Compensation Strategy - Develop, implement regional program enhancements, manage and monitor annual Broker compensation spend and channel strategy. Manage regional Broker reporting, interpretation of commission program guidelines including monthly status on tier/eligibility status reports. Responsible for communicating results of annual trend analysis compiled for compensation programs. * Project management lead on 2004 PCPM Compensation Distribution Strategy (CDS) project that achieved goal of reducing administrative expense over four year period by 4.5MM. Program introduced 2005. * Lead (PM) 2003 CDS by evaluating & introducing PCPY Net Growth and Retention bonus programs, achieved a 2% (1.2MM) reduction of administrative expense. * Participate in enterprise wide projects to ensure local goals and project deadlines are met, and take accountability for Channel/Broker relationship management components. Broker Development / Broker Advisory Council - Provide distinctive service to our key stakeholders and our regional internal sales partners through timely response and resolution in regards to Broker/Client service inquiries. Lead, coordinate and engage the Advisory Council quarterly, utilize sub-committee format for strategic sessions and development of product strategy. * Build and define strategic Broker relationships, discuss issues specific to industry as it pertains to Anthem, review inventory status reports to strategize on accomplishing sales net growth and retention components. * Represent Broker Relations on regional project teams to provide voice of Client/Broker. * Effectively managed events, training programs, communications related to products and legislative mandates. Summary: Directed overall strategic development, deployment and operations for Broker sales service support and licensing compliance for the Eastern Division. Developed strategic relationships with the brokers, consultants and employer community by defining and improving existing relationships in market segment service areas. Small Group Service & Retention - Responsible for renewal of 6,000 small employer groups in tri-state service area. * 96% Annual Retention Rate - continually maintained profitable book of business. * 54% reductions in employer/broker call waiting times from 65 ASA to 30 ASA. * Lowered abandonment rate from 5% to less that 3.5% during high peak volume. * Identified, developed and installed new automated renewal system & service recovery plan which Included calculated census showing new and existing percent of rate increase to premium. Broker Operations Unit - Lead Project Manager for Sales & Marketing Operations in Quad-state service area. * Provided budget variance reports to sales division, included forecasts and to reduce SG&A expenses. * Responsible for operations and development of new distribution channels. i.e. CBIA, NYHPA, and EHealth. * Developed broker incentive programs ensuring compliance related to statutes and regulations * Executed quarterly reporting and payment on all incentive programs, accrued appropriately for allocation year. July 1998 - January 1999 - Manager, Marketing Incentives & Broker Services - Lead project manager responsible for consolidation of three healthcare company system conversions. Analyzed competitor schedules and implemented new tri-state compensation schedule Created competitive internal compensation plan for Eastern Division Sales force.
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