Allelou Gumapac
Houston,TX
Summary
Accomplished professional with a track record of success in commercial management of third-party resellers and direct employer clients within the employee health industry. Backed by 12 years of account management experience in marketing, advertising, and the healthcare industry. Adept at conceptualizing, developing, and implementing client retention and growth strategies, including achieving a $7M 2023 variance as a Client Success Executive. Demonstrated ability to surpass targets in high-pressure environments through adaptability and strategic thinking.
Overview
13
13
years of professional experience
Work History
Client Success Executive
Labcorp Employer Services
06.2019 - Current
- Earn outstanding performance review in 2022 by regaining key client from competitor, demonstrating effective negotiation skills, resulting in 30% year-over-year growth
- Excel in exceeding growth and retention goals by delivering value-added offerings and solutions while addressing risks to partnerships, leading to continuous growth within customer business
- Orchestrate successful implementation of client strategies through comprehensive analysis of tests and services tailored to client's key verticals in targeted geographic markets, resulting in continuous revenue growth from $1.3M in 2021 to $1.7M in 2022 and $7M in 2023
- Facilitate transparent and collaborative client partnerships through monthly standing meetings, resulting in enhanced communication, alignment on account reviews, timely inquiry updates, and effective issue resolutions
- Influence decisions through demonstration of industry knowledge and leveraging of internal resources, establishing trust as trusted advisor to both internal and external partners
- Optimize clients' services by mitigating issues and implementing preventive measures based on analytical insights, leading to improved efficiency and strengthened partnerships, as evidenced by Net Promoter Score (NPS) of above 35 and Client Satisfaction Score (CSAT) of above 75
- Simplify complex functionality issues within proprietary systems by creating reference guides with screenshots of steps, improving user experience and increasing productivity.
Account Service Representative
Clinical Pathology Laboratories
10.2015 - 05.2019
- Excelled in surpassing $2,500 monthly quota, averaging $8,854, earning recognition as Houston's top Account Service Representative for four years
- Consistently met monthly quotas by employing test utilization and profitability analysis while introducing new offerings; achieved 6 quotas in 2016, 8 in 2017, 10 in 2018, and 7 in 2019
- Identified and upsold physician-specialized tests and services, leveraging deep understanding of office workflows and physician behavior to increase revenue within assigned territory
- Minimized account attrition by efficiently managing queries and issues, resulting in high client retention and strong partnerships.
Client Program Coordinator
Valassis
01.2011 - 10.2014
- Successfully interpreted client marketing solutions requirements and aligned cross-functional departments (Sales, Logistics, Print Manufacturing) with client expectations, driving $3M revenue increase and elevated client satisfaction
- Reduced order processing time by 20% and improved order accuracy by 15% by implementing Excel functions, Macros, V-Lookup, and pivot tables, leading to successful account management
- Initiated thorough investigation and resolution of job-related issues, taking full ownership of escalations until resolution, leading to 95% client retention.
Education
BBA - Marketing
University of St. Thomas
Houston, TX12.2009
Skills
Effective Communication
Analytical and Problem Solving
Stakeholder Management
Critical Thinking
Data Analysis
Organizational Skills
Detail-Oriented
CRM
Timeline
Client Success Executive
Labcorp Employer Services
06.2019 - Current
Account Service Representative
Clinical Pathology Laboratories
10.2015 - 05.2019
Client Program Coordinator
Valassis
01.2011 - 10.2014
BBA - Marketing
University of St. Thomas