Bonnie Johnson

**** *********** **** *********, ***** 76001 817-***-****

acxpup@r.postjobfree.com

CAREER OBJECTIVE

My objective is to secure a challenging position with a progressive company that values my track record of success in Project Management, Account Management and Benefits Management. HIGHLIGHTS of QUALIFICATIONS

• Over 20 years experience establishing strong customer relationships

• Flexible and adaptable to changing products, trends, and procedures

• Proven ability achieving dramatic efficiency improvements

• Proven leadership skills

• Dedicated to and passionate about my career in account and business management

• Strong analytical skills

• Outstanding verbal and written communication skills

• Excellent interpersonal skills

• Highly motivated and results oriented

PROFESSIONAL EXPERIENCE

CVS Health, Irving, TX Jan 2013 - July 2015

Manager, Client Benefits

• Responsible for a team of upwards of 15 employees

• Support pharmacy benefits management for 23 clients

• Manage up to 15 off-shore managers, team leads and testers

• Oversee the daily new and existing benefit changes caseloads via Salesforce to guarantee team productivity and client requirements are met

• Administer team activities and goals

• Continually monitor team testing and quality of testing outputs/strategy

• Daily monitoring of service level agreements

• Assist with new implementations by setting timelines and testing strategies in order to meet client expectations

• Collaborate with appropriate departments to plan and setup new benefits for existing clients

• Work effectively with senior management to obtain strategic client and departmental goals

• Utilize daily reports via Salesforce to monitor upcoming caseloads from various departments

• Oversee Benefit Relationship and Account managers

• Attend multiple daily client conferences to discuss status of current benefit plan concerns, as well as upcoming projects

• Participate and attend client on-site visits

• Complete annual reviews for merit and bonus

Mercer, Dallas, TX Sept 2007 - Jan

2013

Client Service Team Lead

• Transform the quality of service to the client through innovative change management ideals and inspiring communication

• Responsible for assisting and advising upper management on Client Service issues, including both emergent and systemic

• Continually assess the Client Service department and develops/implements/assigns processes, procedures, and projects accordingly

• Open enrollment debriefs and kickoffs

• Exercise commercial judgment with the proven ability to balance growth, retention, and profitability business goals against operational constraints and risk

• Manage and executes professional service requests

• Staff, train, and evaluate a team of Client Service Analyst

• Complete, maintain, and process pertinent paperwork and records

• Maintain relationships with current clients and ensure that the client’s needs are being met within the scope of the realistic business analysis

• Help in the development and management of key strategic partnerships

• Ensure all established costs and quality commitments are met

• Advise upper management on product development issues arising from product problems identified through support calls with customers

• Sets goals and expectations for staff member to include the execution of the daily calls and cases

• Closely monitor project plans and communicates progress through creation of internal external status reports and other client communication

• Assist with new business opportunities, including identification of organic growth within existing account, development of proposals (including estimated budgets), and development of new business presentations aiding sales when appropriate

• Open and maintain lines of communication within the Client Services department and between other departments

CONEXIS, Irving, TX Jan 2003 - Sept 2007

Senior Implementation/Implementation Project Manager

• Responsible for driving customer implementations and assure contracts are completed timely

• Manage and assist in updating of client inbound/outbound file transfers

• Manage team activities, set goals, provide leadership and ensure performance

• Write and deploy effective internal department communications

• Manage the integration and timing of multiple projects

• Provide training skills to internal departments to enable internal teams to achieve long- term success through ongoing change efforts

• Assess the impact of process changes and develop programs to support its adoption into the organization

• Collaborate with appropriate departments and staff members to organize, plan, implement, and coordinate new client relationships

• Provide department metrics

• Prepare and present client service overview specific to client and company

• Develop guidelines, policies, procedures and efficiencies

• Coordinate Open Enrollment activities

• Manage client communications, gather and own benefit plan design changes

• Ensure client satisfaction and retention

• Manage client contracts and performance guarantees

• Ensure updates on regulations and industry trends are provided in relation to COBRA/HIPAA and PHI

Aetna, Arlington, TX

Installation Support Consultant July 2000 - Dec

2002

Connectivity/Eligibility Consultant/Account Representative April 1999 - July 2000

• Work extensively with marketing representatives, brokers, plan sponsors, underwriters, and other departments to setup account structure, benefits, and rectify compliance issues

• Responsible for prompt and accurate resolution to customer questions and inquiries

• Implement and monitor continual department training

• Provide leadership to ensure team performance and productivity

• Monitor, evaluate and coach service representatives in relation to upcoming changes and policies

• Complete Plan Benefit Design Training for cross-functional training

• Ensure team meets service level agreements

• Test and implement electronic eligibility reporting using TSO

• Conduct regular meetings with clients to assess service levels and objectives

• Establish and maintain proactive, positive relationships with consultants, client, third-party administrators and internal departments

• Assist in project management and reporting for client teams

• Work independently and within a team setting

• Liaison between various departments and outside agencies

• Responsible for reviewing and working internal reports

• Assist with management reporting needs

ADDITIONAL SKILLS and KNOWLEDGE

• Adept in the process of interviewing candidates for possible employment

• Proficient in Microsoft Office Suite, SQL, Lotus Notes, Adobe, Oracle, Benefits Workstation, Salesforce and AS400

Bonnie Johnson Page 3

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