Sr Account Manger / Sr. Customer Success Manager / Client Relations

TEAM LEADER – OPERATIONS

● Highly skilled and effective Client Executive and Subject Matter Expert with extensive experience in account management, Medicaid/MCO operations, and large-scale client implementations.

● Proven leader who excels under pressure, managing time-sensitive, HIPAA/PHI-compliant information while driving cost savings, operational efficiency, and client retention.

● Adept at cross-functional leadership, audits, compliance, and complex contract management. AREAS OF EXPERTISE

● Leadership People Management/Mentoring Project & Program Management

● Medicaid / MCO Operations Client Implementations / De-Implementations

● Compliance Risk Management Audits DOH / PNDS Submissions

● Client Retention Relationship Management Vendor Management

● Cost Savings Fund Recoupment Financial Stewardship

● Process Improvement Operational Efficiency

● Data Analysis Reporting Executive Presentations PROFESSIONAL EXPERIENCE

Coordinated Transportation Solutions (CTS) 7/2022 – 5/2026 Senior Account / Program Manager (Remote)

● Served as Senior Account and Program Manager overseeing New Hampshire State Medicaid and New Hampshire Medicaid MCO contracts, ensuring full compliance with contractual, regulatory, and performance requirements.

● Acted as primary client liaison for State agencies, MCO stakeholders, facilities, and across the organization, managing day-to-day operations, escalations, and strategic initiatives.

● Led program governance, including KPI tracking, SLA compliance, issue resolution, and continuous improvement initiatives to enhance service delivery and member experience.

● Coordinated and led meetings and quarterly JOC’s with clients, building trust and long-lasting partnerships.

● Partnered cross-functionally with Operations, Compliance, IT, Finance, QA, and Provider Network teams to support end-to-end transportation operations.

● Introduced and executed client initiatives that improved operational efficiency and generated cost savings, including AI call-taking to reduce incoming calls to the Contact Center.

● Worked with a 3rd party vendor and IT to set up and roll out client and member portals, as well as coordinating the rollout of a member app/web-based platform; created training materials in PowerPoint slide decks for portals and app/web.

● Partnered with Operations teams (Contact Center, Provider Relations, and QA) to proactively resolve service and performance incidents; conducted root-cause analysis and delivered performance improvement plans and/or corrective action plans to clients.

● Communicated transportation provider onboarding, credentialing coordination, and performance monitoring to clients to ensure network adequacy and regulatory compliance.

● Analyzed operational and financial data to identify trends, risks, and opportunities for cost containment and service optimization, as well as working to negotiate waiving or reducing any cost implications (successfully completed).

● Supported audits, desk reviews, and data requests by State agencies and MCOs, ensuring accuracy, timeliness, and adherence to HIPAA/PHI compliance standards.

● Developed and delivered executive-level reporting utilizing Power BI and PowerPoint, provided program updates, and recommendations to internal leadership and external clients.

● Project managed and led the implementation and expansion of new program requirements, benefit changes, and operational enhancements, ensuring timely and accurate execution, as well as leading de-implementations of discontinued business lines, ensuring seamless transitions.

● Collaborated with organizational teams to build reporting templates and review/redline RFP’s, SOW’s, contracts, and amendments involving cost, benefit, and scope changes.

● Understands client contract and amendment language; able to identify scope creep.

● Contributed to the development and implementation of operational policies and procedures to ensure compliance with contracts and regulatory requirements.

● Led and supported year-end client changes across all assigned accounts, working directly with clients and across the organization to ensure all changes go into effect timely.

● Partnered on process improvements by taking a proactive approach to identify inefficiencies and assisted with implementing standardized workflows, documentation, and reporting practices. Modivcare (formerly LogistiCare) 8/2015 – 7/2022 Client Executive, Account Management (MCO/MLTC) Operations (Remote)

● Managed 22 NY based MCO/MLTC books of business valued at over $150M, serving as the primary point of contact for complex client portfolios.

● Successfully saved the organization $100K through audit remediation and proactive financial oversight during a full desk audit.

● Introduced and executed client initiatives that improved operational efficiency and generated cost savings, including migration of call-taking operations offshore while exceeding contractual performance metrics.

● Partnered with Operations teams to resolve service and performance issues; conducted root-cause analysis and delivered performance improvement plans and/or corrective action plans to clients.

● Presented findings, trends, and improvement opportunities to senior leadership and external stakeholders.

● Contributed to the development and implementation of operational policies and procedures to ensure compliance with contracts and regulatory requirements.

● Led client implementations and expansions, as well as de-implementations of discontinued business lines, ensuring seamless transitions.

● Collaborated with National Sales and Corporate teams to build reporting templates and review/redline contracts, SOW’s, and amendments involving cost, benefit, and scope changes.

● Led and supported year-end client changes across all assigned accounts.

● Utilized proprietary and enterprise tools (Excel, PowerPoint, Salesforce, Qlik Sense, Tableau, SFTP, Citrix) to analyze and present business intelligence to clients and leadership.

● Oversaw deliverables across Legal, Compliance, Finance, Underwriting, QA, Telecom, Call Centers, and IT departments.

● Served as company ambassador at client meetings, member events, sales expos, and audits, prepared monthly scorecards and quarterly executive presentations. Jimlar Corporation / Global Brands Group New York, NY 7/2010 – 3/2015 Team Leader / Production / Account Manager

● Managed operations for six private-label footwear accounts totaling over $35M in annual revenue.

● Eliminated $50K in damaged shipment fines through improved logistics oversight and vendor coordination.

● Oversaw production schedules, T&A calendars, commercialization timelines, and overseas factory coordination.

● Managed GTIN/UPC creation, SAP data entry, and daily use of GT Nexus, VendorNet, FedEx, and GOL systems.

● Ensured U.S. Customs compliance, international shipping accuracy, and proper documentation flow.

● Acted as subject matter expert for new factory setup in China, including compliance certificates and insurance.

● Led training for data entry associates and cross-trained team members across multiple major retail accounts.

Steve Madden Woodside, NY 1/2007 – 2/2009

Customer Account Executive / International Logistics Coordinator

● Managed large retail accounts including Sears, Marshalls, Payless, Ross, and Shoe Show.

● Oversaw full sales order lifecycle, including samples, look books, production, and logistics coordination with China partners.

● Utilized IBM AS400 Wholesale System to manage orders, quotes, pro forma invoices, and letters of credit.

● Coordinated international documentation and payment processes via SWIFT transfers. Garden Bay Manor Condominium Jackson Heights, NY 2/2003 – 12/2006 Administrative Assistant

● Supported daily operations, contractor coordination, and resident communications.

● Reviewed bids, prepared correspondence, and managed payroll and AP/AR using QuickBooks. SKILLS & TECHNOLOGY

Microsoft Word, Excel, PowerPoint, Outlook Salesforce Classic & Lightning WebEx Teams Zoom Citrix Qlik Sense Tableau Smartsheet SAP Proprietary Transportation & Client Portals Power BI MMIS Platform HelpDesk Ticket Request Submissions Client Secure Portals SFTP Picks Up On New System Tools Quickly

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