Lead Account Executive - Special Projects
NAS United Healthcare Services
Total des années d'expérience :12 years, 6 Mois
Served as a key member of the project team tasked with formulating strategic direction in respect of new revenue streams and the restructuring of core company operations. Created concepts and ideas with in depth planning and research to understand the extent of the value proposition to all stakeholders whilst obtaining supporting revenue models, where applicable. Connected with internal and external parties collectively and intuitively, in order to drive projects to execution. Drew up an approved new department project plan, outlining the service delivery and management delivery models, scope of services, list of processes and operational requirements.
-Managed the second phase of an insured beneficiary web portal by reviewing client feedback, complaints and user analytics, in order to then devise requirements and use knowledge of the client to assess the quality of deliverables in conjunction with the development team; following go live, drove conclusive performance monitoring in an ongoing 360 degree process with the objective of continuously enhancing the user experience.
-Leading a number of aspects of an innovative multi-phase project with two international partners, and one local developer, in what is ultimately an online product consisting of an AI platform, marketplace and healthcare/healthcare facilitator databases, with one of the international parties signing an exclusive regional partnership.
-Solely implemented and managed an ongoing strategic development plan with the objective of maintaining an updated healthcare provider and healthcare professional database for a comprehensive user experience, when searching for healthcare providers, and effectively positioning the initiative to charge healthcare providers for a number of related services.
-Defined and managed a communication channel, through internal system enhancements and process development, for customer complaints and inquiry handling.
Handled major business accounts, including global entities, as an account lead tasked with resolving issues directly or in collaboration with Department Heads. Frequently met with clients, in order to ensure strategic goals remain aligned and on hand to combat any service issues that may affect the portfolios performance.
-Instrumental in the complete project timeline of a web portal application for insured beneficiaries, or customers, with phase one closing successfully. This project was a personally driven system redevelopment following the inadequate customer experience faced as a result of the previous version, in which customer expectations were managed closely and system shortfalls made up for using human interaction and application.
-Created all supporting documents including the corporate profile, customer user guides for the insured beneficiary web portal and application, internal user guides and troubleshooting techniques for optimal complaints handling.
-Held regular presentations at the offices of policy holders/end clients with some live demonstrations and subsequent customer analysis when presenting the web portal and mobile application, furthermore highlighting key involvement in all aspects of the project cycle.
-Conducted marketing initiatives and sponsorship campaigns in line with the overall business strategy and development of the company.
Qualifying and generating sales ready qualified leads through exceptional customer service and targeted campaign management. Regularly collaborated with Marketing and Business Development Heads in light of client requirements with specific areas targeted in strategic planning, according to sales quota. Gained an understanding of the issues facing a broad spectrum of SMEs with the ability to quickly present valuable products & services.
-Consistent top performer with overall performance versus target at 117%.
-Trained new employees as a result of gained knowledge in company CRM systems and customer service & sales techniques.
-Key understanding of the customer journey and needs, obtained through well planned yet intuitive communication over a given period of the customer's business operation.
Successfully researched, analyzed and produced numerous documents and projects examining issues pertaining to the management of new technology in firms operating within high technology industries, as well as key decision making analysis through assessment of the organizational designs of firms and the way this relates to their competitive strategies. Statistical analysis throughout the course was essential in improving problem solving skills with the use of economic models providing an adaptable approach to learning.