Customer Service Sales

Jacques Kabongo

***** ** *** #*** ( Southfield, MI 48034 ( 313-***-**** (

**********@*****.***

Professional Experience

**** - *******

Blue Cross Blue Shield of Michigan, Southfield, Michigan

Consultant - Corporate Marketing & Product Development (2009 - Present)

. Manage Blue Cross Blue Shield product portfolio for group in the 50-299

employer group segment

. Develop and implement product and marketing strategies for Group Sales &

Service

. Lead the development of the Product & Marketing plan

. Conduct extensive research to establish market demands and relevant price

points for product offerings

. Establish incentives for sales & marketing teams bringing products to

market

. Manage the planning process including strategic plans and business plans

for the middle and small group segment

. Work extensively with corporate communications, sales support,

information technology, underwriting & actuarial teams to ensure products

effectively implemented and brought to market

Senior Analyst - New Business Sales 50-299 (2007 - 2009)

. Develop monthly, quarterly, annual forecasts as well as specific

strategies to grow revenue, market share and membership while exceeding

the needs and demands of BCBSM/BCN stakeholders

. Provide comprehensive market analysis to all levels of management

including the Vice President, Directors, and Managers of the Middle and

Small Group Sales Team

. Responsible for the implementation and goal setting of a process

improvement team designed to meet corporate customer relationship

management initiatives

. Serve as gatekeeper in the sales cycle, qualifying leads and ensuring

that customer needs are met in the proposal process

. Responsible for the creation and continuous improvement of a robust

prospect database

. Design and coordinate account seminars, health fairs, employee meetings

including large scale promotional events

. Coordinate and assist in the education and training of group contact

personnel including the agent and managing agent community

1997 - 2007

Blue Care Network of Michigan, Southfield, Michigan

Senior Analyst - Business Development & Product Support (2001 - 2007)

Served as a consultant and sales liaison, coordinating the entire

proposal/implementation process including resources, deliverables and

timeliness with internal and external customers

Updated and maintained a premium database of proposal/presentation

content

Maintained frequent contact with product teams, attending product

overview sessions in order to stay current with product offerings and

sale's efforts

Researched and wrote compelling and/or customized RFP responses

. Facilitated team meetings and client conference calls during rate &

benefit negotiations

Monitored and tracked bid outcomes for ongoing competitive evaluation

Quality Reviewer - Customer Support (1998 - 2001)

. Prepared monthly quality evaluation reports for the customer service

department

. Devised a quality and compliance strategy to track areas of improvement

in the customer service department resulting in performance measures of

95%

Customer Service Representative - Customer Services (1997 - 1998)

. Attracted and retained new clients through excellent customer service and

rapid response

. Responsible for investigating, resolving and responding to member and

provider inquiries

Education

Masters of Business Administration Bachelor of Arts

Wayne State University, Detroit, MI University of Michigan,

Ann Arbor, MI

December 2001 April 1995

Special Skills

Microsoft Access, Excel, SharePoint, PowerPoint, Adobe PhotoShop,

Illustrator, and SPSS

Possess basic reading, writing and speaking skills in French

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