Customer Service Manager

TED KENNEDY

*** ****** ******, *******, ******** 41071

Suburb of Cincinnati, OH

abnw6u@r.postjobfree.com

Phone 919-***-****

WORK EXPERIENCES

Health Plan Director

Health Data Management Solutions, Inc. November 2007 - Present

Accountable for the development, implementation and management of our online healthcare reporting and data

analysis tool with several national health plans.

• Achieves individual cross sell, growth/retention targets and customer satisfaction levels.

• Understand client needs and reconcile these with system and database protocols.

• Creates collaborative partnerships with sales to develop a comprehensive growth strategy for assigned

book of business that is aligned with customer’s objectives, financial position and employee benefit

strategy while providing cross-sell opportunities and profitable revenue and growth.

• Develops and executes proactive service strategy by collaborating with internal partners (e.g.,

Underwriting, Proposal, Implementation Service Organization, Plan Sponsor Services) to meet customer

service expectations and support profitable revenue growth.

• Manages and builds relationships with key players within an assigned book of business.

National Account Manager

Blue Cross and Blue Shield of North Carolina August 2003 – November 2007

Accountable for the growth and increased profitability of existing National Account business.

• Direct strategic, customer specific initiatives, which deliver value added services through the execution of client

specific partnership plans.

• Develop and monitor client financial performance including renewal planning, negotiation, profitability levels

and utilization analysis.

• Establish and maintain strong relationships with customers and consultants; ensure senior management has

customer specific high level/board level decision-making contacts.

• Demonstrate marketing and technical expertise through client, broker and consultant meetings. Accounts range in

size from 3,000 to 50,000 members.

• Awarded the 2006 Most Valuable National Accounts Manager.

Corporate Account Manager

Blue Cross and Blue Shield of Florida December 1996 – August 2003

Accountable for the renewal and management of large key corporate self-funded and fully insured health insurance

accounts.

• Develop and implement strategies and plans necessary for the retention and effective administration of existing

corporate accounts that have been deemed prestigious, high profile and highly visible.

• Establish and maintain positive working relationships with account administrator, decision-maker, internal

department personnel and other key personnel.

• Cultivate relationships with agents, consultants, and re-insurance carriers by emphasizing the available services,

quality products, excellent customer service/claims processing, superior provider networks and discounts.

January 1987 – April 1996

Post College Basketball Experience

Opportunity to play professional basketball in Germany for four years after graduating from college. After

playing career completed, returned to assist my colleges with coaching the men’s basketball teams for six years.

EDUCATION

Florida Southern College, Lakeland, Florida, B.S. 1986

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