Business Development Client Success

ANDREA DIECKOW

Lakemoor, IL ***** 847-***-**** *************@*****.***

Professional Summary

Experienced Client Success Executive with a strong background in benefits administration, managing multi-million dollar revenue streams and leading high-performing teams. Expertise in strategic planning, client retention, and data-driven decision making. Strong background in healthcare navigation, advocacy services, and employer tax reporting. Recognized for innovative solutions, operational efficiency, and exceptional client consulting skills. Dedicated to driving business growth and exceeding performance expectations through continuous improvement and effective leadership. Skills

• Strategic Planning & Business Development

• Client Retention & Customer Engagement

• Project Management & Team Leadership

• Data Analysis & Reporting

• Healthcare Administration & ACA Compliance

• Revenue Forecasting & Budget Control

• Operational Efficiency & Process Improvement

• Vendor Management & Contract Negotiation

• Performance Optimization & ROI Initiatives

• Cross-functional Collaboration & Stakeholder Management

• Client Consulting & Domain Expertise

• Innovative Solutions & Problem-solving

Work History

Client Success Executive – Alight Solutions, Healthcare Navigation & Clinical 05/2020 to 06/2024

• Managed a $7+ million revenue Benefit Administration book of business, focusing on strategic planning and direction.

• Oversaw client retention, ensuring high satisfaction and effective customer engagement for lasting relationships.

• Supervised the Client Success Management team, enhancing project plans and developing comprehensive client reporting.

• Directed ROI initiatives, driving significant value for clients through strategic oversight and hands-on management.

• Consistently improved member experience through NPS and CSAT, focusing on client satisfaction and retention.

• Advocated for new technology and product offerings, enhancing member experience and operational efficiency.

• Executed innovative strategies to retain customers, addressing and resolving complex challenges promptly and efficiently.

• Collaborated cross-functionally to align departmental goals with overall business objectives, ensuring seamless operations.

• Implemented data-driven approaches to enhance customer experience, leading to increased client loyalty and satisfaction.

• Led continuous improvement efforts, streamlining processes and boosting team productivity to meet and exceed targets. Performance Team Leader – Alight Solutions, Advocacy Services 03/2017 to 05/2020

• Managed a team of 4 client managers overseeing a Large Market book of businesses worth $5+ million.

• Handled daily operations, ensuring smooth workflow and efficient management of client accounts and projects.

• Prepared and delivered direct reports for investors, maintaining transparency and fostering strong investor relations.

• Provided domain consulting, offering expert guidance to clients and supporting their business objectives effectively.

• Identified revenue-generating opportunities, contributing to the financial growth and success of the company.

• Streamlined processes and implemented best practices to enhance team productivity and client satisfaction. Employer Tax Reporting Leader – Aon Hewitt, Health & Welfare Shared Services 08/2015 to 03/2017

• Consulted with over 240 clients on health administration and IRS regulations for ACA compliance requirements.

• Managed preferred vendor relationships to successfully deliver over 6 million 1095 forms annually.

• Provided accurate forecasting and budgetary controls, ensuring effective management of $18 million in revenue.

• Developed and implemented strategies to enhance client compliance with ACA requirements, ensuring legal adherence.

• Streamlined processes for 1095 form delivery, improving efficiency and accuracy in client reporting.

• Fostered strong client relationships through effective communication and exceptional service delivery. Eligibility Reporting Leader – Aon Hewitt, Health & Welfare Shared Services 08/2010 to 07/2015

• Led the Daily Delivery initiative, revolutionizing health industry data transmission from weekly to daily updates.

• Managed the delivery of 600 million participant records to 120 health plans with a 99.99% accuracy rate.

• Implemented process improvements, significantly enhancing the efficiency and reliability of data transmission.

• Fostered collaboration with health plans to ensure seamless integration and adherence to data accuracy standards.

• Developed and maintained robust reporting systems to support daily delivery and client satisfaction.

• Provided leadership and strategic direction, driving innovation and excellence in eligibility reporting services. Education

Bachelor of Arts – 05/2004

Illinois State University, Bloomington-Normal, IL

Aon Impact Program – 07/2015

Aon Corporation, Chicago, IL

• Certification for future leaders with a performance rating of Exceeds Expectations or above.

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