Customer Service Success

Alexee Cawthorne

**** ******** **. *******, ** **912 517-***-**** *******@*****.***

Experienced, organized, and detailed professional known for high-quality deliverables that meet or exceed timeline and budgetary targets. Strong communication skills used to provide exceptional internal and external customer service resulting in improved customer satisfaction. Strong analytical and financial skills, including forecasting and budgeting. Successfully manages client accounts through onboarding, upselling, and partnership projects. Excels at juggling tasks to meet deadlines in a fast-paced, dynamic environment.

PROFESSIONAL EXPERIENCE

Michigan Health Council – Okemos MI Mar. 2018 – Present

Customer Success:

Onboard new users, create accounts, conduct one-on-on trainings and follow-up with new members

Outreach to existing members including creating custom reports that outline current usage and feature recommendations. Schedule calls to determine areas of concern and work with members to make account adjustments

Responsible for creating training videos and knowledge base articles

Direct contact for key large accounts

Accounts Receivable Management:

Monthly review of member accounts which includes updating, conducting outreach, tracking data, following up with accounts to collect payment, and adjusting invoices

Answer billing inquiries and advise on best practices regarding how to access bills and review upcoming charges before invoices are issued

Agreement Management:

Create and send agreements for new and existing accounts, including follow up through final execution of agreements

Determination of accounts which need closure

Discussions with new members about the agreement process

Michigan Health Council – Okemos MI Mar. 2016 – Mar. 2018

Account Manager

Conducted market research to target new clients

Consulted customers through email, phone, online presentations and in person meetings

Developed implementation timelines and communications plan with customers

Managed client’s product demands and expectations

Developed web-based software for new and existing clients

Conducted in-person and online training for members

Developed custom training guides and videos

Communicated the progress of monthly and quarterly initiatives to internal and external stakeholders

Forecasted and tracked key account metrics

Program Coordinator Apr. 2017 – Mar. 2018

Implementation and onboarding of all new accounts

Assisted partners and customers with web-based software issues

Conducted research, compiled data, and prepared information for consideration and presentation by the Program Director

Help desk support for ACEMAPP

Hosted online and in-person trainings for customers and partners

Executive Assistant Mar. 2016 – Apr. 2017

Scheduled and maintained calendar for executive

Coordinated complex travel arrangements for executive

Coordinated events and board meetings, including recording meeting minutes

Blue Cross Blue Shield –Lansing MI Nov. 2013 - Mar. 2016

Customer Service Representative

Analyzed data and resolved problems related to account inquiries and claims processing

Knowledge of policies, practices and procedures related to billing, contract coverage and changes, rating and eligibility requirements

Trained representatives and handled complex inquiries, including those that had implications for the retention of a group, contract or provider

Demonstrated command of all skills necessary for excellent oral and written communications with subscribers, beneficiaries, accounts and providers

EDUCATION & PROFESSIONAL DEVELOPMENT

Baker College – Flint, MI

Bachelor of Business Administration Major: Management / Minor: Marketing October 2018

COMPUTER/TECHNOLOGY SKILLS

Microsoft Word, Excel, PowerPoint, Outlook, and SharePoint, Dynamics CRM, Social Media, Web Conferencing, Sage Accounting Software, Quickbooks, InDesign, Canva, NASCO, Content Manager, Metavance, IRIS, Office Communicator

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