Case Management Customer Service

Kimberly Yates

410-***-**** • ad5vz4@r.postjobfree.com • Owings Mills, MD

SUMMARY

Outcome-oriented sales professional who excels in complex sales environments including Insurance, Medical, and Legal sectors, consistently adapting to evolving industry regulations. Expertise encompasses clinical case management, claim and legal investigations, medical and clinical support. Successfully navigated complex operations, fostering interdepartmental collaboration, and establishing a foundation of trust and effective communication with existing and prospective clients. EXPERIENCE

Personal Development / Sabbatical

02/2021 –

• Participating in ongoing courses to improve in communication, public speaking, and client presentation.

• Community service volunteer providing help to families going through various challenges.

• Caring for infirmed family members during Covid-19, scheduling and arranging appointments Leasing Agent

Planned Companies

02/2023 - 04/2023

• Managed leasing operations across multiple high-end luxury apartment complexes, demonstrating strong multitasking skills and adaptability.

• Championed exceptional customer service by promptly answering inquiries, warmly welcoming clients, and residents, and promptly addressing their needs. As the initial point of contact, I proactively resolved issues, fostering positive relationships.

• Proactively ensured resident satisfaction through personalized post-lease follow-ups, tailored emails, and face-to-face meetings.

• Collaborated closely with the Property Manager to oversee day-to-day operations, ensuring seamless and timely execution. This collaboration contributed to enhanced operational efficiency.

• Meticulously reviewed and managed move-in and move-out documents, including leases and renewal contracts, to ensure compliance with regulatory guidelines. All documentation was accurately entered into the property management software, maintaining a 100% compliance rate.

Sales Manager

Insight Service Group (ISG)

08/2019 - 06/2020

• Recruited specifically to spearhead and establish new business initiatives in Maryland. Devised and executed a strategic sales and growth plan, resulting in a 15% sales increase within just 6 months.

• Oversaw sales and marketing activities for a range of services, including independent medical evaluations, peer reviews, radiology reviews, disability reviews, functional capacity evaluations, surveillance, and social media reviews. This versatile skill set enabled me to offer clients a holistic approach to their needs.

• As a brand ambassador of ISG, internalized the entire lifecycle of Case Management products, specializing in worker's compensation and liability insurance for Insurance, Medical, and Legal sectors. This in-depth understanding allowed me to communicate effectively with clients, providing them with tailored solutions.

• Proactively cultivated strong client relationships, transforming CEOs, senior directors, vice presidents, attorneys, and medical professionals into strategic partners. By maintaining consistent and open communication, I ensured that our solutions aligned with their evolving requirements.

• Continuously researched, interpreted, and evaluated emerging trends which enabled strategies to stay ahead of the competition.

• Strived to gain profound understanding of customers’ organizational needs. Through detailed written proposals and recommendations, I delivered prompt solutions that not only addressed their challenges but also added significant value and productivity to their operations.

• Acted as the primary point of contact for clients, providing efficient problem-solving and resolutions. This dedication to client satisfaction contributed significantly to achieving and surpassing sales goals and KPIs.

• Conducted compelling sales presentations to effectively convey product knowledge and benefits. To stay well-informed, I actively participated in and led In-Service visits, Trade Shows, Conferences, and workshops. This hands-on approach ensured that clients received the most up-to-date information.

Regional Senior Sales Account Executive

Genex Services

06/1998 - 08/2018

• As a Regional Sales Manager at Genex Services, a leading provider in medical evaluations and peer reviews, I spearheaded sales initiatives across Maryland, Washington, DC, and Virginia, focusing on workers' compensation and casualty insurance.

• Drove executive sales for over 10 high-profile clients, resulting in a 20% increase in annual revenue.

• Authored and presented Requests for Proposals, securing long-term agreements, and fostering ongoing vendor relationships through strategic negotiations.

• Secured exclusive visiting rights, outperforming competitors, and leveraging market insights to realign sales strategies against external threats.

• Tailored product presentations by understanding client-specific business requirements, ensuring compliance with jurisdictional statutes.

• Mentored new account managers, fostered open communication with internal teams, and championed initiatives to enhance customer satisfaction.

• Facilitated medical training sessions with diverse medical professionals and orchestrated events, from trade shows to client entertainments, fortifying client relations and business growth.

TECHNICAL SKILLS & TOOLS

CRM: Salesforce, Microsoft Dynamics CRM

Data Analysis: Excel, Lotus Notes, Survey Monkey

Digital Communications: Zoom, WebEx, Outlook, Slack, Microsoft Teams Records Management : RealPage / OneSite

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