Caroll Couture

Account & Relationship Management

ad4701@r.postjobfree.com • 978-***-****

www.linkedin.com/in/caroll-couture-14117126 • Lowell, MA

Summary

Innovative leader and account manager, dedicated to reaching organizational and revenue goals through excellent customer service and relationship management. Excellent ability to build and train teams focused on fulfilling service commitments, driving growth through open communication and positive reputation building. Committed to customer satisfaction, coordinating delivery of information and services while resolving issues and monitoring compliance with account terms.

Areas of Expertise

Relationship Management

Team Leadership

Performance Management

Team Building & Leadership

Cross-Functional Collaboration

Needs Assessments

Account Management

Complex Problem Solving

Strategic Planning

Professional Experience

Averhealth, NorthEast MA 2023-Present

NorthEast Area Manager

Oversee a group of 8-10 Patient Care Technicians, training, implementing new policies, scheduling PCT’s

across 6 specimen collecting sites. Supply monitoring and ordering. Manage logistics for the PCT’s accordingly.

Identify and resolve client issues. Specimen collecting as needed. Aiding Clients in the collection process.

Resolve account issues with emails, calls and visits. Help PCT’s achieve goals set for themselves and engage

Productively. Proactively try and eliminate any source of tension and/or no functionality.

Ammon Analytical Labs, Linden, NJ & Webster, MA 2018 – 2022

Client Services Sales Operations Manager (2020 – 2022)

. Orchestrated achievement of organizational goals through oversight and management of lab staff and daily operations Maintained efficient operations by proactively identifying and resolving logistical and technological issues. Met deadlines by assigning priorities to support current company focus, uniting cross-functional teams around mutual goals. Maximized growth by delivering excellent customer experiences, training staff to identify and meet all customer needs, deliver on sales commitments, and build a solid company reputation.

●Reinforced organizational objectives by overseeing client services, lab operations, and logistics simultaneously.

Drove sales and growth by conducting cross-training account staff with a new LIS:COPIA training. accounts, building new, high-powered teams by conducting phone screenings, interviews, and hiring of new employees. Hit sales objectives by managing account relationships, defining expectations, and owning terms and conditions of all accounts. Ensured customer satisfaction by serving as a liaison between customers and the organization, efficiently resolving issues and providing information while monitoring performance metrics through CRM tools to monitor adherence to established expectations. Coordinating with outside sources for discovery of options available to Residential staff and Participants.

●Served as consistent reference for customers, maintaining accounts satisfactorily for more than 8 years.

●Volunteered at accounts to raise funds for goal achievements that aided the Residents.

●Help with facilitating aftercare within the community to ensure the best outcomes for Participants.

●Aided in collections services at various correctional facilities in NH and MA.

Key Account Manager (2018 – 2020)

Optimized patient treatment by overseeing laboratory operations, scheduling specimen collectors and phlebotomy techs according to forecasted customer needs for more than 50 accounts. Adapted to changing market conditions, offering new services such as COVID testing to meet public needs. Verified accurate billing information by performing week reconciliations for missing information. Remained a resource for accounts by cultivating up-to-date industry knowledge, routinely attending industry conferences.

●Revitalized service by implementing the UPS Placard system at accounts.

●Create and grow rapport with contacts gained through CCSAD and Substance Use conferences.

●Onboarding new clients and accounts with training, supplies and orientation of services provided.

Aspenti Health / Burlington Labs, Burlington, VT & Woburn, MA 2015 – 2018

Client Care Supervisor (2016 – 2018)

Delivered high-quality patient care by scheduling 15-20 Client Care Assistants to meet current census needs for 31 accounts across Eastern MA and Southern NH. Aided employers in verifying fitness for duty by performing UA collections at company-owned patient centers. Processed samples accurately and efficiently by utilizing industry best practices to develop policies and procedures for safe operations. Improved client experiences by identifying, quantifying and/or qualifying, tracking, and evaluating pain points to create and implement innovative solutions.

Client Care Coordinator (2015 – 2016)

Fulfilled needs for 30 MA accounts, coordinating collection of UAs for toxicology testing. Strengthen customer retention by working within multi-disciplinary teams and providing appropriate services, maintaining extensive knowledge of services and contracted terms to resolve problems efficiently while meeting customer expectations. Focused on continuous improvement by tracking and reporting continual customer issues within operations. Met with Case Managers to ensure and assist Residents with successful graduations and ensure future endeavors for them to be successful.

●Entrusted to step up and earn promotion by replacing remote supervisor unable to meet demands.

●Aided in toxicology specimen collections and worked with the Probation Dept, different Recovery Homes/Programs for individuals being released from prison.

●Able to develop relationships within the Substance Use Disorder Community.

Medical Healthcare Solutions, Andover, MA 2011 – 2015

Charge Entry

Solicited accurate reimbursement for services rendered by entering medical bills for doctors and hospitals. Maximized revenue by ensuring claim payment, tracking and resolving any issues with payer terms of reimbursement. Recommended improvements by identifying billing errors while accurately entering information to prevent payment delays.

Additional Experience

Massage Therapist, Hands of Art, Lowell, MA

Massage Therapist, Quick Chiropractic Associates, Wilmington, MA

Front Desk Reception / Medical Billing, Quick Chiropractic Associates, Wilmington, MA

Massage Therapist, Corporate Relief, Londonderry, NH

Cardiac Technician, Tolman Clinical Cardiac Lab, Leominster, MA

Cardiac Technician, Lowell General Hospital, Lowell, MA

Certified Nurses Aide II, Lowell General Hospital, Lowell, MA

Medical Assistant, Lung Specialists of Merrimack Valley, Lowell, MA

Education

Message Therapy

Career Ed Institute, Lowell, MA

Deep Tissue of the Body

Massage Institute of New England, Cambridge, MA

Professional Training

Continuing Education Coursework, Northern Essex Community College

Licenses & Certifications

Nursing Assistants Certification, State of Massachusetts

Affiliations

Associated Bodywork and Massage Professionals, Member

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