Account Manager Insurance Agent

Cynthia Michelle Lawhon

**** **** ****** #** ************, Florida 32218

512-***-**** · ********.******@*****.***

Insurance Professional with more than 15 years’ experience managing large accounts as well as managing a team of Account Managers overseeing key aspects of customer account base including contract terms, revenue and overall contract health and renewal activities. Excellent communication skills and ability to deal with a diverse range of people with proven ability to understand client business needs and operational constraints. High retention rate through building a team of responsive to inquiries for solutions, knowledgeable about risk management strategies.

PROFESSIONAL EXPERIENCE

National Account Manager January 2022-Present

Prime Health Services-Nashville, Tennessee

• Act as a liaison between the client and departments within Prime to convey information, ensure understanding, and communicate updates to ensure all task are followed through timely.

• Assist Sr. Client Executive and Sales Team in increasing sales and profitability for assigned accounts

• Manage and oversee volume accounts independently

• Respond to all client requests for information via phone or email

• Generate and analyze client specific reports, identifying trends to address with the client

• Attend and participate in client meetings

• Handle all escalated requests from beginning to end to ensure resolution is obtained

• Provide training on the client portal

• Update provider information in the PHS internal system as needed

• Assist clients with locating in-network provider options

• Prepare Stewardship Deck

• Collaborate with Upper Management to for process improvements

• Assist with special projects as required

• Collaborate, maintain, and improve client relationships across varying products Licensed Insurance Agent – Product Advisor September 2020 – December 2021 United Health Group (United Healthcare) - Jacksonville, Florida

• Develop new business through strategic product overview for Medical, Indemnity, Dental, Vision, and Life insurance to prospective clients

• Demonstrates the ability to perform proficiently in a licensed agent role for UHOne nationally

• Experience in team interactions and improvement methods (i.e. Coaching, Quality, Productivity)

• Responsible for taking inbound phone calls from customer leads

• Match customers with insurance products that best fit their individual needs

• Responsible for working 25+ sales opportunities per day, guiding customers to the right insurance product solutions

• Follow up with prospective clients to close sales opportunities

• Responsible for achieving monthly sales metrics

Licensed Insurance Agent May 2020 – September 2020 PMA USA (Performance Matters Associates, Inc.) - Jacksonville, Florida

• Prospected and developed new relationships

• Developed new business primarily through prospecting, in-person contacts, phone follow ups and sales presentations

• Implemented Sales Strategy and ensured the company met revenue and profit projections through new business development and maintenance of existing accounts.

• Tracked and monitored accounts in Salesforce.com program Sr. Account Manager- Broker Reseller Account Management Team January 2011 – August 2018 Teladoc, Inc.

• Managed the Teladoc Account Management Team-Broker/Reseller client base

• The Account Management team is dedicated to meeting the processing and operational needs of assigned accounts, as well as, supporting the growth of the business through proactive and consultative servicing

• Provided proactive and responsive day to day account management to 75 national accounts including retention, in-group growth and the sale of new products and services.

• Facilitated all aspects of implementation over 50 clients

• Conducted monthly/quarterly onsite and virtual meetings with clients to make recommendations as well as to provide account status reviews

• Prepared and presented enrollment/benefit presentations for client meetings

• Worked effectively at all levels of organization to resolve service, file and finance issues MultiPlan September 2006 -November 2010

Manager of Account Management March 2009 – November 2010

• Responsible for leading and developing a team of Account Managers dedicated to meeting the processing and operational needs of assigned accounts, as well as, supporting the growth of the business through proactive and consultative servicing.

• Accountable for ensuring that the department meets or exceeds the goals set for efficiency and quality.

• Oversaw key aspects of customer account base, including contract terms, revenue, and overall contract health and renewal activities.

• Developed and lead a team of Account Managers to meet the needs of the client by providing proactive business support including an understanding of client business needs and operational constraints.

• Ensured maximum customer satisfaction by building a team responsive to inquiries for solutions, knowledgeable about risk management strategies, and actively share information with the merchant.

• Identified opportunities and assisted the Account Manager staff in delivering consultative support services

• Lead completely including regular meetings with direct reports to review performance goals, progress reviews, coaching needs, and skill development

• Worked with peer managers to leverage best practices, understand new trends, and provide consistent coaching on cross-sales, business strategies, and the identification of opportunity within each Account Manager’s portfolio. Created and maintained performance standards to accomplish and exceed department goals for productivity and quality.

Sr. Account Manager September 2006 - March 2009

• Worked closely with clients in the integration of Multiplan, Beech Street Network, PPONEXT and Texas True Choice Networks

• Responsible for overall account management including retention, in-group growth, and the sale of new products and services to 51 accounts with annualized revenue of $5m

• Averaged 14% revenue growth and over 92% revenue retention

• Client base crossed all aspects of health care markets: TPAs, Unions, Large Self-Funded Employers, International, Limited Benefit Plans, Consumer Cards, HMOs, Insurance Carriers, National Aggregators and Regional Health Plans

• Prepared and presented client quarterly reports demonstrating savings/ROI while recommending new products and services to assist client in meeting their business needs EDUCATION

XCEL a STC Company 2019-2020

Field of Study Health and Life Insurance

Licensed Insurance Agent -Health and Life Insurance (Licensed in all 50 states) Golden West College 1985 – 1986

Armstrong-Georgia Southern University 1983

Savannah Vocational Technical Institute 1981-82

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