Customer Experience & Client Success Leader
Resume:
Customer-focused business leader with **+ years of experience driving supporting thousands of customer interactions across healthcare, insurance, hospitality, and startup environments while driving client retention, operational excellence, and revenue growth. Recognized for building trusted client relationships and achieving 100% client retention, lead cross-functional initiatives, solve complex customer challenges, and improve retention through consultative support and data-driven decision making. Passionate about helping team members and customers achieve measurable results while creating scalable processes that enhance the overall customer experience.
Core Competencies
● Customer Success Client Relationship Management Customer Experience
● Business Strategy + Execution Sales Financial Management + Revenue Growth
● Operational Efficiency Project Management Data-Driven Decision-Making
● Talent Acquisition & Retention Leadership Development Change Management
● Brand Strategy Web Design Digital Transformation Crisis Resolution Professional Experience & Business Impacts
HealthMarkets, Pickerington, OH
Health Insurance Agency helping individuals, families, and small businesses to analyze their healthcare needs and choose a tailored plan that fits their needs.
Licensed Sub Agent Nov 2025 to July 2026
Reporting to Sponsor Agent Revenue: $900k
Client-focused insurance sub-agent affiliated with HealthMarkets Insurance Agency, with experience supporting individuals and families in navigating health, life, Medicare, and supplemental insurance options. Skilled at building trust with clients through consultative, needs-based conversations and committed to delivering personalized coverage solutions. Proficient in comparing plan options across multiple carriers to match clients with the most suitable and cost-effective coverage. Demonstrated ability to meet compliance standards while providing an exceptional client experience from first contact through enrollment and continuing services through policy reviews.
Key Achievements:
Enrolled 24 clients within the first 5 months of licensure, achieving a 100% retention rate through proactive service and ongoing policy support.
Self-generated the majority of new business through networking, referrals, and community outreach, building lasting client relationships that contributed to a 100% retention rate.
Proficiently compared plan options across multiple carriers to match clients with ACA Marketplace, Medicare Advantage, Medicare Supplement, and ancillary insurance plans suited to their individual needs and budgets.
Consistently maintained compliance with CMS regulations and HealthMarkets agency standards across all client interactions and enrollment submissions.
Served as the primary point of contact for post-enrollment support, resolving coverage questions and plan changes to strengthen client satisfaction and long-term retention. Jessica L. Sweigart
Professional Summary
************@*****.***
Pickerington, Ohio
Corazon Holistic Health, Columbia, SC
Privately owned start-up Holistic Health Practice offering a variety of modalities and services to support mental, physical, emotional, and intellectual wellness.
Chief Operations Officer Customer Success Client Experience Business Operations Sept 2021 to Aug 2025
Reporting to CEO Direct Reports: 2 Indirect Reports:10 Revenue: $460,000.00 Oversaw day-to-day operations and drove strategic initiatives for a holistic health start-up. Directed operations, HR, marketing, finance, revenue growth, technology systems, and healthcare administrative processes. Managed insurance claims processing, medical coding support, and reimbursement workflows to improve revenue cycle performance while ensuring operational efficiency across multiple business divisions.
Key Achievements:
Grew revenue by 90% and significantly improved bottom-line performance in two years.
Developed and implemented scalable processes, workflows, and agreements (NDAs, contracts, leases) aligned with business goals.
Designed and built the company's website from inception, creating a seamless digital customer journey while increasing brand visibility and lead generation.
Self-taught in medical insurance processing and medical coding; submitted, tracked, and corrected insurance claims, improving reimbursement accuracy, reducing claim delays, and enhancing the client billing experience.
Managed contractor onboarding, offboarding, payroll, credentialing, and documentation while ensuring a seamless experience for new team members and operational compliance.
Collaborated with the CEO and CFO to assess financial health and ensure sustainability, while monitoring KPIs and operational metrics to guide decision-making.
Supported educational initiatives and industry innovation.
Built and maintained a high-performance culture through talent development.
Researched and integrated technology solutions to streamline operations.
Consulted a team of three small business owners in conducting a SWOT analysis to evaluate their strategic direction, leading to a collective decision to restructure or decouple their business operations for greater long-term viability.
Collaborated with the CEO to establish an Advisory Board composed of industry professionals to provide feedback and guidance on business goals, strategic direction, and sustainable growth initiatives.
Oversaw the client onboarding journey from initial intake through scheduling, insurance verification, and ongoing communication, creating a seamless and supportive customer experience. The Goat, LifeStyle Communities, Columbus, OH
Social hub of residential communities dedicated to bringing people together to connect, belong, and love where they live. Training Specialist General Manager Leadership Team June 2011-Sept 2021 Reported to the Director and VP of Operations Direct Reports: Varied Indirect Reports: Varied Revenue: $25M Led the creation and execution of training programs for multi-site restaurant operations, enhancing team performance, consistency, and engagement. Operated within a multi-faceted company that encompassed hospitality in dining and events, and functioned as a residential company developing single-family apartments and condos. These properties featured comprehensive amenities including dining, pools, fitness facilities, and concierge services. Collaborated cross-functionally to align service delivery, resident experience, and brand consistency across all business segments.—each with unique revenue goals—while working cross-functionally to align service delivery and brand experience. Key Achievements:
Designed and implemented company-wide training for all positions across new and existing locations.
Developed effective onboarding programs to drive new hire success.
Improved training effectiveness through feedback, metrics, and performance reviews.
Mentored store managers, fostering a culture of continuous learning.
Partnered with leadership to develop and implement operational strategies.
Increased employee retention by 30%, creating more consistent service teams that improved guest satisfaction and customer loyalty.
Rolled out cross-training and goal development initiatives to support team growth.
Championed progressive practices to elevate employee experience in the restaurant industry.
Handled and improved customer service operations, increasing guest satisfaction and loyalty through staff coaching, service standards, and conflict resolution practices. Training + Awards
Pinnacle Award for Achievement Corazon Holistic Health, Columbia, SC July 2024 Safe + Sound Protocol Unyte July 2024
Trauma Informed Care Training Corazon Holistic Health Dec 2024 HIPAA Compliance Training Corazon Holistic Health Dec 2024 Education
Bachelor of Arts in Psychology Keiser University, Jacksonville, FL 2015 Coursework in Bioengineering University of Toledo, Toledo, OH 2006-2008
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