Manager, Client Management

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BRITTANY MINEROVIC

Manager - Client Relations Department

Mantua, Ohio

330-***-**** ********.****@******.***

linkedin.com/in/brittany-minerovic-486b15124

QUALIFICATIONS

SUMMARY

Passionate forward-thinking manager with proven history of client success delivering immediate and long-lasting results. Engaging communicator dedicated to cultivating lasting relationships with clients, colleagues, and executive leadership teams. Strong background in corporate insurance, skilled in successfully managing top-earning clientele. Natural leader and motivator adept in building high-performing teams that consistently achieve operational goals and promote quality client experiences.

Areas of Expertise:

• Client Relationship Management

• Team Building & Leadership

• Continuous Improvement Initiatives

• Customer Satisfaction & Retention

• Strategic Planning & Development

• Collaborative Communication

• Record-keeping & Documentation

PROFESSIONAL • Microsoft Office Suite

EXPERIENCE

SELMAN & COMPANY Richmond Heights, Ohio 2010 to Present Operate through Third Party Administrator to deliver advanced client services and support for various high- growth national insurance companies.

Manager of Client Relations Team (2019 to Present) Managed a successful client relationship team of client managers who fielded high volume inquiries. On boarded and trained new team members using newly developed executive summaries and documented in depth processes. Led the team’s corporate objective movement with attainable individual goals through communication and dedication. Facilitated as a key participant on 3 significant corporate project initiatives. To which included; project management, success management and following through with lessons learned. Key Achievements:

• Instituted a departmental issue trend tracking reporting system to provide leadership with full transparency of company wide issues and resolutions as reported by clientele in an effort to identify training, resource and system needs.

• Created and monitor departmental KPIs.

• RFP response coordination and data gathering for external insurance partnership bidding.

• Served as the project leader and key resource on two crucial business conversions and one start up block that resulted in 750K in revenue, that equates to 5million dollars in billable premium.

• Ensure that the project team understands the contracted service level standards as agreed upon in the master service agreement.

Client Relationship Manager (2018 to 2019)

Orchestrate all facets of client management, building and maintaining strong rapport through open communication and support. Lead executive meetings to define and address client needs and project requirements. Deliver top-tier service standards and ensure swift resolution of wide-ranging client inquiries. Update client records in CRM database. Utilize root cause analysis to isolate critical operational issues; strategize and implement impactful process improvements to resolve concerns, maximize efficiencies, and secure positive client experiences.

Key Achievements:

• Promoted to Department Manager

• Entrusted to manage top company clients yielding $2.5M to $22M in annual revenue.

• Optimized processes and services by maintaining detailed documentation of department activities; monitored trends to identify and harness opportunities for improvement. BRITTANY MINEROVIC

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• Demonstrated natural leadership skills and strong dedication to continuous professional growth and development.

Customer Service Supervisor (2015 to 2018)

Led several teams of 10+ customer service and call center personnel; conducted performance reviews, peer development, and individual growth coaching. Facilitated seamless onboarding of new staff by developing and integrating focused training materials regarding corporate systems, products, services, and procedural requirements. Supported new client initiatives through proactive communication and training. Key Achievements:

• Drove staff talent development through direct mentorship and coaching; promoted two employees to Team Leads to successfully oversee high-impact clients.

• Regularly liaised with account management, sales, and executive leadership teams to effectively diffuse and resolve escalated customer situations.

• Coordinated team building events to boost morale and promote dynamic organizational culture aligned with established company vision and long-term business objectives. Customer Service Representative (2012 to 2015)

Managed high-volume customer calls, emails, and faxes in fast-paced call center environment, fielding diverse inquiries with friendliness, professionalism, and efficiency. Resolved complaints per contractual and organizational standards; researched Service Level Agreement (SLA) requirements to maintain continuous adherence. Established foundational expertise in corporate insurance products, including Accidental Death, Term Life, Medicare Supplement, Long Term Care, and Disability Insurance. Key Achievements:

• Promoted to Team Lead, tasked with supporting eight distinct lines of business; delivered peer-to- peer training to new hires.

• Organized team building events and peer recognition initiatives to secure strong team dynamics; drove significant overall productivity and performance improvement. Administrative Assistant (2010 to 2012)

Conducted wide-ranging administrative support tasks including file management, scanning, cataloguing, and documentation. Piloted company-wide transition from paper to digital records; managed all facets of file preparation, organization, and processing. Authored detailed reports to communicate ongoing progress to senior management teams.

Key Achievements:

• Consistently prioritized 100% accuracy across all customer records and databases.

• Demonstrated ability to manage sensitive and confidential information with appropriate professionalism and discretion.

EDUCATION &

CREDENTIALS

Business Management

Lakeland Community College Kirtland, Ohio

• Supervisor Development and Training Program (10 weeks)

• ERC Training and Consulting Course

• Excel 2016 Certificate Training Course

Contact this candidate