From Insight to Impact

New York City Metropolitan Area

Driving client success and revenue growth through strategic account management, data-driven decision-making, and cross-functional leadership.

• Client Engagement: Boosted interaction and utilization rates by 18% through targeted engagement campaigns, reducing churn risk.

• Process Optimization: Led cross-functional teams to streamline communication using SaaS CRM tools, cutting turnaround times by 20%.

• Data-Driven Strategy: Applied analytics and SMART goals to increase service utilization by 15%, driving 10% client value growth.

• Digital Wellness Project: Managed Agile rollout of a digital wellness model, overcoming scope issues, delivering measurable ROI, and scaling across client locations.

• Program Innovation: Developed customized wellness programs, increasing adoption by 20% and enhancing client retention.

• Contract Negotiation: Secured key renewals with a 25% service pricing increase, expanding revenue and ensuring long-term partnerships.

New York City Metropolitan Area

Focused on aligning client goals with business strategy, enhancing operational efficiency, and driving data-informed decisions.

• Client Collaboration: Improved goal alignment by 20% through strategic KPI planning; successfully managed the transition of the second-largest client, ensuring high satisfaction.

• Data Analysis & Reporting: Enhanced reporting accuracy by 20% and cut prep time by 25% using Excel, PowerPoint, and AWS for advanced analysis.

• Team & Stakeholder Leadership: Led a cross-functional initiative, resolving resource constraints and delivering on time and within budget, strengthening client trust.

• Tech-Driven Efficiency: Boosted operational performance by 15% via streamlined data processes and impactful presentations; implemented a CRM system to improve data tracking and client engagement.

• Client Retention: Resolved a high-risk issue using data storytelling and strategic insights, leading to a 10% increase in client retention.

New York, New York, United States

Enabled operational excellence and client satisfaction through process optimization and strategic onboarding.

• Administrative Efficiency: Led key administrative functions, improving workflow efficiency by 15% and reducing client inquiry response time by 10%.

• Campaign Management: Oversaw incentive campaign tracking and reporting, cutting patient query resolution time by 25%.

• Client Onboarding: Delivered seamless onboarding through customer-focused strategies, ensuring timely service integration and full compliance.

• Process Innovation: Introduced improvements that increased team productivity by 20%, enhancing both internal performance and client satisfaction.

Hasbrouck Heights

• Customer Support: Handled high-volume inbound and outbound calls, resolving customer inquiries and concerns with professionalism and empathy.
  
  
• Problem Solving: Diagnosed issues efficiently and provided timely solutions, contributing to a 90%+ first-call resolution rate.
  
  
• CRM Proficiency: Utilized customer relationship management tools to document interactions and ensure accurate data entry for seamless follow-up.
  
  
• Communication Excellence: Maintained a friendly and clear communication style, earning consistent positive feedback from clients and supervisors.
  
  
• Team Collaboration: Partnered with internal teams to escalate complex issues and ensure prompt resolution, reducing average resolution time by 20%.
  
  
• Performance Metrics: Consistently exceeded call quality, average handling time (AHT), and customer satisfaction score (CSAT) targets.