Client Operations & Training Leader

TASHA COLLINS

Houston, ***** TX

**********@*****.*** / 281-***-****

EXECUTIVE PROFILE

Client Operations & Training Leader with 15+ years of progressive experience driving revenue enablement, launching new business divisions, managing complex corporate client portfolios, and leading enterprise training and quality assurance initiatives across financial services, insurance, employee benefits, and sales-driven environments. Recognized for transforming operational gaps into structured, scalable processes including co-launching a Retirement Benefits division that achieved national production ranking within 18 months, establishing a formal Quality Assurance function within a large benefits administration organization, and overseeing multi-account corporate benefits portfolios serving Fortune 500 clients. Promoted into increasing levels of responsibility throughout career based on performance, trust, and leadership capability. Brings a reputation for loyalty, discretion, and long-term relationship stewardship, with the ability to bridge executive strategy and frontline execution. Seeking a permanent W2 role within a mission-driven organization that values stability, integrity, and sustained contribution. CORE COMPETENCIES

• Revenue Enablement & Sales Support

• Division Launch & Territory Development

• Client Portfolio Management

• Corporate Benefits Administration

• Training & Onboarding Program Design

• Quality Assurance Leadership

• Operational Process Design

• Cross-Functional Team Leadership

• Executive Support & Strategic Coordination

• Customer Retention & Relationship Development

PROFESSIONAL EXPERIENCE

Independent Operation & Client Services Consultant / Working Solutions - Houston, TX 03/2021 - Current KEY ACHIEVEMENTS

Delivered contract-based client service and operational support across travel services, building materials distribution, and administrative environments while maintaining long-term client continuity.

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Managed invoicing, payroll processing, and accounts receivable functions supporting weekly payroll cycles and customer billing operations.

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Coordinated complex travel modifications involving domestic and international routing across multiple reservation platforms.

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Supported builder and contractor accounts by preparing custom lumber package quotes for single-family construction projects.

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• Engaged through referral and prior employer relationships, reflecting sustained professional trust and reputation. Inside Sales Representative / Scholl Forest Lumber - Houston, TX 11/2021 - 11/2022 KEY ACHIEVEMENTS

Managed quoting and processing for custom lumber packages supporting single-family residential construction projects across the Houston market.

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• Coordinated new business processing for multiple sales associates, overseeing order intake through delivery scheduling.

• Handled pricing requests, billing reconciliation, and service recovery for builder accounts.

• Recruited back into organization after extended leave to support renewed housing market demand.

• Supported operational workflow during peak housing cycles, maintaining order accuracy and timely fulfillment. Executive Assistant / AXA Advisors - Houston, TX 01/2003 - 01/2004 TC

KEY ACHIEVEMENTS

Partnered directly with VP of Sales to launch a new Retirement Benefits division specializing in 403(b) plans targeting school districts.

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• Designed territory assignments and onboarding structure for newly recruited financial consultants.

• Supported 13 financial consultants in application processing, marketing coordination, and compliance documentation. Played integral role in expanding relationships with multiple school districts, contributing to division achieving #1 national production ranking within 18 months.

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• Implemented digital marketing request tracking system within first 60 days to streamline consultant support workflows. Account Services Manager / Bowen, Miclette & Britt - Houston, TX 01/2001 - 01/2002 KEY ACHIEVEMENTS

• Managed 47 corporate accounts serving as liaison between HR departments and insurance carriers.

• Coordinated benefits presentations, claims resolution, and billing reconciliation for corporate clients.

• Supported four Account Executives with daily client relationship management and account stabilization efforts.

• Oversaw service coordination for multi-policy corporate insurance portfolios. Customer Service Project Manager / Hewitt Associates (now Aon) - The Woodlands, TX 01/1997 - 01/2001 KEY ACHIEVEMENTS

Promoted from call center representative to Project Manager supporting a Fortune 500 oil and gas client's employee benefits program.

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• Managed full-scope benefits administration including health, 401(k), pension, disability, and union-based legacy plans.

• Led transition support for acquired companies with grandfathered pension and union benefit structures. Selected to establish new Quality Assurance function, developing call monitoring standards and performance evaluation frameworks.

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• Served as Subject Matter Expert on plan provisions, IRS updates, and employee appeals processes. CAREER SABBATICAL & COMMUNITY LEADERSHIP

Family-focused career pause during which served as VP of Fundraising for local school district PTO Board, leading event planning initiatives, budget coordination, and volunteer organization. Maintained professional development through coursework in Medical Terminology and Medical Billing & Coding (University of Houston). (2011–2021) EDUCATION AND TRAINING

Medical Terminology & Medical Billing 2021

University of Houston - Houston, TX

REFERENCES

References available upon request.

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