Client Services Financial

**** ****** *** **** *****: 423-***-****

Mooresburg, TN 37811 Email: ad1gsb@r.postjobfree.com

Shushane L Wallace

Professional Summary: Seasoned professional with excellent management and leadership experience in the technology, healthcare, financial services, telephony, and service sectors. Strong focus on delivering internal and external win-win solutions while fostering positive and cooperative team environments.

Experience

Jan 2023 to June 2023 Alorica Irvine, CA

Client Solutions Manager (remote seasonal position)

Responsible for $26M in client revenue and execution across multiple programs to achieve expected SLA requirements while achieving expected GP profitability. Direct QA and L & D staff to ensure contractual guidelines are met while identifying gaps and offering solutions to clients.

Partner with client(s) to provide product/service solutions, problem resolution and develop new business standards to ensure client satisfaction is maintained resulting in positive ongoing relationships.

Collaborate with Operations and client to identify new services and offering and/or increase market share with existing clients. Monitor expected KPI metrics and coach operational support staff to facilitate team success. Submit recruiting requisitions and lead interviewing of candidates.

Oversee all billing and contract renewals while leading negotiations with clients through agreement to signature.

May 2022 to Dec 2022 Medvantx/Vytal Sioux Falls, SD

Sr. Customer Success Manager (temporary remote position)

Primary business contact for pharmaceutical manufacturer clients driving internal fulfillment processes for patient and HCP Rx shipments.

Lead writing and maintenance of SOWs, PRDs, CWIs, used during onboard agent and supervisor training as well as ongoing reference tools.

Responsible for all assigned client communications, invoicing, conflict resolution, and compliance on client deliverables aligning with Operations and Quality leadership.

Responsible for financial health, contract required deliverables, mediate between current client, technology, and applicable third-party partners to ensure program goals and system requirements align.

October 2016 to May 2022 Conduent Boca Raton, FL

Senior Service Delivery Manager (remote position) (formally Xerox/TMS Health)

Direct POC for all client inquiries for new business and on-going programs. Creation of BRD’s, SOP’s, CWI’s, Microsoft project plans, Visio timelines, Operational Playbooks.

Analyze KPI’s and translate into strategic efficiencies for use in Patient/HCP multi-channel environment. Evaluate and propose process improvement for customer interactions between Call Guides, Frequency Asked Questions, Direct Customer Email, Direct Mail, Customer Fulfillment Items, Live Chat Responses, and Website interfaces. Ensure internal/external IVR’s reflect clear and concise user experiences.

Act as project manager resource for strategic planning and execution on both new logo and existing growth opportunities. Lead project from discovery phase through launch.

Evaluate monthly performance with client, lead collaborative development of QBR’s, and support Sales Department with annual SOW renewal process to ensure project governance structure is executed.

Assess operational staffing and request alignment to maximum efficiencies to align with client and internal GP and budgeting for onshore and near shore programs. Gather and submit all monthly client invoicing along with annual renewal process with procurement.

Directly responsible for support staff to ensure internal and client deliverables are completed with appropriate stakeholders notified of potential roadblocks.

March 2015 – September 2016 MyUS Sarasota, FL

Senior Customer Experience Analyst

Oversee and maintain executive dashboard reports, board committee reviews as well as identify and escalate member issues via Salesforce.

Support executive leadership by maintaining project plans, story boards, meeting minutes and Visio diagrams.

Responsible for and managed Member Delight customer survey feedback platform, analyze NPS results and distribute to executive committee.

February 2013 to January 2015 TMS Health a Xerox Company Boca Raton, FL

Senior Client Service Manager (remote position)

Analyzes workflow and assignments to ensure efficient and cost-effective operations; develop/implement process and service improvements for IB voice, chat and IVR channels.

Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives.

Maintain action registers, host monthly report reviews, quarterly QBR’s and assistance to Sales Department in generating SOW’s.

Maintain central repository of client files to be accessible to departments and used during audit process.

Lead monthly data transmission integrity reconciliations and follow through on all initial readouts.

May 2010 to January 2013 PCCW Teleservices Dublin, OH

Business Analyst (remote position) (formally known as Influent)

Support Sales Department during initial client interactions determining business scope/requirements.

Maintain RFP and Client Repository sites on internal networks and posting to Salesforce.

Oversee all communication internally and externally on responsible projects to secure new business and follow up though launch implementation.

Provide spot check analysis support to ongoing business with deep dive for redzone accounts.

Generate all documentation associated with campaign procedures, business rules, and client auditing.

Oversee design and development of internal SharePoint application. Lead departmental training on use and migration of all program data.

December 2008 to May 2010 TMS Health Boca Raton, FL

Client Service Manager

Responsible for the design, implementation, and oversight of Inside Sales Pharma Physician Video Detail Program. Successfully launched HCP Samples program on new FDA approved medication. Implement patient self-help IVR to deflect IB volume achieving 92% CSAT scores.

Oversee all activities and communication internally and externally on responsible projects. Manage assigned support staff assigned to responsible project.

Deliver monthly financial data to complete client invoicing.

June 2008 to November 2008 LiveOps Santa Clara, CA

Client Service Manager (remote position)

Directly responsible for $18M across four IBTM clients, assuring timely and accurate delivery of internal and external business requirements while managing profitability on accounts.

Identify overnight staffing needs and work through operations to secure HC to align with all expected KPI’s. Develop and maintain capacity plans for site locations to align with television airings for NBC & CBS sweepstake offers.

Deliver business reviews, showcase weekly performance highlights, lowlights, optimization opportunities and possible risks to the business or client partnership.

August 2007 to June 2008 Influent Inc. Dublin, OH

Senior Business Analyst

Directly accountable for defining, planning, tracking, and driving assigned projects to completion.

Work with IT development staff to support the design and technical architecture of assigned projects. Provide specifications of the data model, data mapping, conversion rules, business processes, security parameters, processing rules and interface and/or CRM integration requirements.

Coordinate efforts of application development staff, technical staff and business area during acceptance testing, system documentation, training development and execution deployment

Coordinate transition of post-implementation responsibilities from launch to Client Service. Ensure delivery of systems document for system and operation support, as well as disaster recovery. Assist with the statement requirements, design and planning of application maintenance and upgrades.

April 2006 to July 2007 Influent Inc. Dublin, OH

Senior Account Manager

Awarded “Bank of America Client Service Manager of the Year” with Influent also receiving “Vendor of the Year” in 2006 leading a 3.2M account to become 14M.

Bank of America Vendor Relationship Manager overseeing five account managers, client relationship, contract compliance, account performance.

Establish strategic account mapping, quarterly performance goals along with individual developmental objectives for assigned team to ensure goal attainment is achieved.

Responsible for financial growth of domestic, near shore and offshore locations.

July 2003 – March 2006 SR. Teleperformance /Americall Group, Inc Saint Louis, MO

Senior Client Services Manager

Responsible for profitability of existing Fortune 500 client campaigns ($7.25M), through revenue analysis, performance, staffing capacity and program retention.

Oversee all new business discovery sessions for IB/OB, Chat and Email campaigns ensuring client satisfaction achieved through VOC survey.

Modify and refine Business Continuity Plans and ISO certified documentation for domestic and offshore facilities.

Lead migration of all Marcom Technologies client programs to SR. Teleperformance Group platform encompassing all CRM business rules, call guide formatting, report mapping and quality assurance.

July 1997 – June 2003 MarCom Technologies Sunrise, FL

Assistant Vice President Client Services (merged with SR. Teleperformance Americall Group Inc)

Leading and developing a team of nine Client Services personnel, providing regular coaching, and ensuring adherence to performance SLA’s while setting the vision of MarCom.

Develop and implement program launch process to execute with flawless implementation across all departments, driving communication and alignment with SOW expectations.

Negotiate renewal of existing business contracts and participate in preparation of new business contracts.

October 1993 – March 1995 Cascade Village Durango, CO

Quality Control Auditor

Developed reservation reporting mechanisms, audit daily prepaid and current balances and analyze daily profitability reports.

Education 1988 – 1991 Penn State University State College, PA

1991 – 1992 Montrose Minute Men First Responder Montrose, PA

Systems Microsoft Outlook, MS PowerPoint, Excel and Word, Microsoft Project, JIRA,

Visio, One Note, Salesforce, Power BI, Siebel, Adobe Connect, SharePoint, Salesforce, QuestionPro, LivePerson, Moxie, TalkDesk, NICE

** Personal References Available Upon Request **

Contact this candidate