Sales Customer Service

PATRICK CARLTON

*** ******** **** ********, ** **064 615-***-**** ***************@*******.***

PROFILE

Dynamic sales professional with 13 years of experience and documented success in expanding sales territories and generating record revenue growth for national accounts. Offer versatility in developing and implementing unique sales strategies and solutions in highly competitive markets, with a focus on building long-term customer relationships with medical professionals using successful consultative sales and support strategies. Proven performer with a track record of consistently capturing market share. Versed in overseeing pre-renewal internal strategy meetings to discuss customer issues, problems, needs, opportunities, competitive threats and alternative courses of action.

Strategic Marketing Plans Formal Presentations Clinical Procedures

Business Development Customer Service RFP Preparation

Lead Generation Competitor Business Analysis Pricing Strategy

Territory Management Contract Renewal Sales Team Leadership

Service Implementation Financial Data Interpretation Change Leadership

Offer consultative support for Account team members in developing long-term strategic plans for clients designed to ensure account retention, along with short-term tactical plans to ensure customer satisfaction.

Unique ability to manage a team’s day-to-day marketing and operational tasks while developing long-term strategic vision for future corporate growth.

Market-focused professional with the ability and willingness to shift territory management strategy to maximize performance and market share growth.

PROFESSIONAL EXPERIENCE

PHAROS INNOVATIONS – NORTHFIELD, IL

Offers IVR and Web-based real-time monitoring and early warning behavior change platform that enables health plans and healthcare providers to cost-effectively and efficiently manage their chronic care populations.

VICE PRESIDENT OF ACCOUNT MANAGEMENT FEB. 2011-MAY 2012

Spearheaded sales and account management for the current book of business for the company’s new Transitions of Care, COPD, CHF and other chronic disease management solutions. Work with and deliver presentations to C-suite executives in hospital environments to market suite of products using a consultative sales approach. Grow enrollment in current modules and identify new modules based upon customer needs within current book of business. Target new hospitals with high readmission rates.

Credited with growing business by 30% with a 100% client renewal rate.

Identify up-sell opportunities in current book of business and cold call new leads.

Provide leadership in the design and execution of sales strategy.

AEGIS HEALTH GROUP – BRENTWOOD, TN

Aegis specializes in the execution of proven business development strategies that drive measurable top line revenue growth for your hospital.

VICE PRESIDENT OF MARKET OPERATIONS JAN. 2010-FEB. 2011

Managed relationships with client representatives including hospital administrators and business development teams; developed / implemented strategies that drove revenue to client hospitals. Supervised employer relations specialists located at hospitals across the nation charged with building relationships with local employers. Implemented a sales-focused, measurable and results-driven physician-relationship management strategy that enhanced relationships between hospitals and their medical staff. Hired and trained new account managers.

Managed 15 hospitals in book of business and 6 remote Account Managers, achieving a 100% contract renewal rate and exceeding hospital clients’ goals by 10%.

Led team's sales training and built relationships with C-suite level hospitals and primary care physicians.

Facilitated high rate of contract renewal for all book of business and provided marketing support for each hospital.

HEALTHWAYS – FRANKLIN, TN

Offers comprehensive solutions that improve well-being, decrease healthcare costs, enhance performance and generate economic value for customers.

SENIOR ACCOUNT EXECUTIVE/DISTRICT MANAGER/ACCOUNT MANAGER 2004-2010

Oversaw health plan expansion, renewals and account management activities that included managing market segment accounts, strategic planning, lead contracting, reporting, implementation, and service delivery. Established consultative partnerships with health plan executives. Managed and developed customer facing Senior Account Managers/Account Managers and oversaw supporting Account Management Consultant Associates. Aggressively identified and pursued contract expansion / up-sell opportunities. Monitored and analyzed competitors’ sales activities and gathered general competitive intelligence. Maintained pipeline report of all potential sales activity in salesforce.com. Oversaw contact renewal strategy development, packaging, presentation and negotiation activities. Developed business relationships with assigned market segment accounts; established / improved strategic relationships with senior executives.

Directed efforts in the management of eight regional health plan accounts, accounting for $10.1 million in revenue and a 100% client renewal rate.

Managed an eight-state territory (NC, SC, AL, TN, MS, AR, LA and GA) and 21 Direct Account Managers. Grew market 60% while managing $8.5 million in revenue (2005-2008) with 100% client renewal, resulting in promotion to Senior Account Executive (2008).

Grew the Nashville, Memphis and Chattanooga markets by 40% (2004-2005) with 100% client renewal, resulting in promotion to District Manager (2005).

JOHNSON & JOHNSON – FRANKLIN, TN

ACCOUNT MANAGER 1998-2004

Served as field liaison to Core Performance corporate office for issues related to customer implementation, engagement, problem resolution, administration and communication across sites and overall client experience. Provided oversight and general management of up to 20 workplace fitness / wellness centers. Built operational relationship with clients on behalf of all assigned Core Performance centers. Managed P&L and created / monitored individual and overall site budgets. Communicated and deployed strategic goals and initiatives for the on-site operations team.

Implemented processes that significantly improved overall performance of individual sites, including membership, engagement, customer service and efficiency.

Documented and reported metrics to client and operations team on a monthly, quarterly, and as needed basis.

Worked with clients and Core Performance sales team to identify expansion opportunities, which included new / existing service offerings and provided guidance for service integration.

Managed client engagement, which included client advocacy, education, wellness, and worksite promotions.

EDUCATION

B.S., Exercise Science (Minor in Business)

Morehead State University – Morehead, KY 1998

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