Client Services Account Management
Resume:
Brandon Wheeler
Sacramento, CA 95819 • 916-***-****
Client Services, Account Management, Claims Management
Results-driven and award-winning professional with over 20 years of experience in building strong, long-lasting client relationships and implementing account management best practices.
Demonstrated success in managing workers' compensation claims, ensuring prompt resolution and adherence to industry regulations. Adept at collaborating with cross-functional teams and leveraging extensive knowledge of workers' compensation processes to develop and implement innovative strategies that drive growth, enhance client satisfaction, and solidify market position. Possess exceptional communication, leadership, and problem-solving skills; dedicated advocate for client needs and reliable partner in achieving mutual goals.
Areas of Expertise
•Client Relationship Management
•Account Retention & Growth
•Workers' Compensation Claims
•Loss Control Strategies
•Risk Management Consulting
•Regulatory & Statutory Compliance
•Continuous Process Improvement
•Training and Development
•Industry Trend Analysis
Career Experience
Account Management Bill Review Strataware Software, Conduent, Sacramento/Irvine 2020 – April 2023
Forge strong relationships with key stakeholders by managing client accounts and ensuring ongoing satisfaction and retention. Employ Strataware software for accurate and compliant medical bill review and analysis, adhering to relevant regulations and guidelines. Partner with internal teams to fulfill client needs and uphold service levels. Identify areas for improvement and institute best practices to monitor and assess bill review performance. Educate and support colleagues and clients on effective use of Strataware software and associated processes.
Key Contributions:
●Played vital role in securing recent three-year renewal for client, contributing to overall success of project.
●Implemented several solutions for clients, utilizing creative workarounds to resolve complex custom issues, providing exceptional service and support to client.
Director Client Services Workers’ Compensation, TRISTAR Risk Management, Sacramento 2015 – 2019
Ensured high satisfaction and retention levels by cultivating and sustaining strong client relationships. Encompassed claims administration, loss control, and risk management consulting by directing delivery of workers' compensation services. Cooperated with cross-functional teams to provide clients with exceptional service and support. Assessed and optimized client services performance by identifying improvement areas and implementing best practices.
Key Contributions:
●Successfully collaborated with clients and brokers to resolve high-exposure claims, reducing California self-insurance bond by 20%, resulting in significant savings for client.
●Skillfully negotiated large compromise resolution with bankrupt excess insurance estate, securing additional client reimbursement that was previously denied by CIGA (the California Insurance Guarantee Association).
●Elevated overall client experience and fortified TRISTAR's market position by devising and executing robust strategies.
Workers’ Compensation Claims Supervisor, TRISTAR Risk Management, Sacramento 2007 – 2015
Provided effective guidance, direction, and support for effective claims handling to oversee workers' compensation claims team. Adhered to relevant regulations and guidelines by establishing best practices and procedures for claims handling.
Key Contributions:
●Ensured prompt and precise processing and resolution of workers' compensation claims by managing and monitoring claims caseloads.
●Delivered exceptional service and support to clients throughout claims process while partnering with cross-functional teams.
Additional Experience
●Currently, I am working for TRISTAR on a contract assignment.
Education & Credentials
Bachelor of Arts in Political Science
University of California, Davis
Certifications: CA SIP Certification
CA Claims Examine: Continuing Education is current.
Awards & Recognitions
Multiple Presidential Award Recipient for Outstanding Results as a Claims Supervisor.
Successful annual renewals of clients with annual fees over $20,000,000.
Contributed to successful RFP projects supporting the internal Sales Team.
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