Sales Project Manager

Chauntelle LeClair

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

**** ******** ***** ****** . ********, Illinois . H: 847-***-**** .

C: 630-***-****

Accomplished, resourceful professional with 20 years experience in the

insurance industry. Proven expertise in project management for strategic

business initiatives, implementation programs, process improvement & re-

design, and training programs for sales, service & implementation.

Exceptional account management skills include professional consultation,

relationship management, world-class service delivery, renewal negotiation

and account growth. Possesses excellent ability to communicate cross

functionally at all levels of the organization. Excels at building

relationships and promoting team work. Successfully coordinates and

directs all phases of account & project-based efforts while managing,

motivating and guiding customers and internal teams.

KEY QUALIFICATIONS

Project and Program Management . Account Management & Implementation

Best Practice Improvement . Business Training and Development . Team

Leadership

Facilitation & Negotiation . Needs Analysis . Quality & Efficiency

Monitoring

PROFILE

. Proven track record of successfully managing strategic initiatives that

support business objectives and results by planning, developing and

implementing new processes or procedures. Owns end-to-end project

components including creation, roll out, maintenance and results

analysis.

. Possess profitable client retention capabilities; provide world-class

service and support to existing client base translating into new cross-

sell opportunities and strong long-term relationships.

. Ability to partner with all levels of the organization; ensure project

relevance and impact to our business objective, our sales/operational

departments and the marketplace.

. Sculpt sincere, loyal and professional relationships built on trust and

honesty with diverse groups of co-workers, clients and brokers.

. Utilize keen business instinct and leadership ability to implement

effective business plans focused on efficiency gains, process re-design

and generating revenue for the organization.

PROFESSIONAL EXPERIENCE

MetLife Insurance Company, Aurora/Schaumburg, Illinois

2000-2010

Senior Business Planning & Strategy Consultant / 2009 - 2010

Dedicated Project Manager for strategic business initiatives and programs

for Group Benefit Sales. Developed strategic and consistent approaches to

selling MetLife products and differentiating factors by creating best

practices and emphasizing consultative selling. Utilized strong project

management, influencing and partnership skills with Sales Leadership,

Product Developers, Marketing & Communication Consultants and Learning &

Development teams. Completed end-to-end projects successfully and timely.

Achievements:

. Designed and managed an innovative process to leverage Sales Best

Practices across the field to increase sales activity.

. Constructed a method for operational departments to preview new

product/service launch topics to sales leadership for critical feedback on

the subject matter and roll-out approach prior to sharing with the field.

. Improved job consistency and satisfaction for new and existing Client

Sales Consultants (field support role) by creating a training path program

for their role.

. Devised a training program to improve the knowledge of small business

sales representatives on sold case processes for mid-large market in order

to increase larger case sales with their assigned brokers.

. Launched a growth program to enable individual agencies the opportunity

to sell group benefits.

. Established sales programs and marketing pieces for broker/industry

segmented business resulting in higher sales in the education and

association markets.

Chauntelle LeClair

- Page Two -

PROFESSIONAL EXPERIENCE - continued

Senior Implementation Consultant / 2000 - 2009

Accomplished project manager for large/complex customer implementations.

Conducted finalist presentations, on-site meetings and regular conference

calls with customers/brokers and internal partners to discuss

implementation strategy, claims processes and service capabilities. Lead

customer/broker contact; built strong relationships and resolved all

questions/service issues during installation period. Managed and grew

relationships with sales, internal work groups and external contacts. Owned

and managed implementation/service-related projects, including the creation

of new hire training programs and tools, refresher courses, process

improvement and redesign.

Achievements:

. Contributed to the success of overall implementation timeliness and

satisfaction results with my personal scorecard achievement of 100% on-

time completion for all my customer installations in nine years.

. Achieved an average customer satisfaction survey score of 95% on my

assigned implementations.

. Reduced the implementation cycle time from an average of 66 days down to

45 days by eliminating redundancies, adding proven efficiency gains and

best practices to overall process.

. Successfully implemented installation and service best practices across

the service center which improved results, consistency and motivation

among the teams.

. Demonstrated leadership by successfully leading and mentoring the

Implementation Subject Matter Expert Group since its inception (six

years).

. Bridged communication gaps and enhanced relationships between

implementation, sales, service, claims and operations.

. Enhanced the customer experience by improving the customer implementation

guide by owning the design, maintenance and system testing processes.

. Significantly strengthened the implementation training program by

redesigning training documentation, developing a refresher training

program for existing employees, presenting key training sessions and

conducting train-the-trainer programs.

. Generated team camaraderie by organizing team building events and

outings.

United HealthCare Insurance Company, Chicago Illinois

1993 - 2000

Senior Account Manager / 1993-2000

Experienced account manager; installed, renewed and serviced client

accounts and several key brokerage firms. Developed proactive retention

strategy plans, cross-sell opportunities and solutions to customer issues.

Built strong relationships with sales & underwriting. Assisted sales

personnel and brokers in all aspects of new business acquisition and owned

the retention of existing clients. Provided exceptional service to account

base, researched and resolved complex service issues, instructed HR

managers on administrative processes and conducted employee

benefits/enrollment meetings. Designed training classes and launched best

practices specific to account management processes, soft skills and

etiquette.

Achievements:

. Instrumental in providing leadership and support to both sales staff and

diverse departmental staff resulting in improved relationships and

increased installation/renewal cycle times.

. Charged with new business/renewal process development and the

implementation of effective programs to ultimately secure sales, renewals

and increase overall revenue.

. Successfully trained, mentored and prepared 12 new hire account managers

to lead new case, renewal and employee presentations in the field.

. Established service/renewal metrics bringing consistency to the account

manager role.

. Improved service reputation by representing small market sales/account

management at regional broker conferences and customer benefit fairs.

. Streamlined complex renewal process by improving technology and creating

efficiency gains on renewal package/rate generation.

. Achieved several quarterly awards for outstanding service in account

management.

EDUCATION & LICENSES

. College of DuPage - Glen Ellyn, Illinois - Various College

Coursework/Business Major

. Professional Classes: Project Management, Time Management, Meeting

Multiple Deadlines, Negotiation & Influencing skills and Presentation

Skills

. Life & Health Producer's License

Contact this candidate