Amanda Schwartz

Client Operations Manager, Client Success

• Serve as the interface and translation layer between the relationship manager & client, and the broader plan administration and support teams.
• Ensure efficient & effective execution of all client processes while arming your assigned relationship managers with the results and insight they need to drive the client relationship.

CX Insights Data Analyst:

• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of the best placement for needed resources.
• Utilized data visualization tools to such as looker to effectively communicate business insights
• Created presentations in Google Slides to communicate insights to stakeholders.
• Translated data findings and trends into actionable insights to better understand customer behavior and present findings.
• Used Qualtrics to send and track surveys

Team Lead, Member Advocacy:

• Managed a team of 12 employees and monitored metrics to determine training needs and developed actionable insights for increasing performance and productivity.
• Collaborated with upper management to recommend strategies to improve client and employee satisfaction.
• Aided senior leadership during executive decision-making processes and generated daily reports improve to customer service processes, performance, training, and support structures company-wide.

Member Advocate:

• Resolved issues and inquiries from plan participants regarding healthcare benefits and deductions through telephone and chat.
• Modeled higher standards for customer service and increased efficiency by streamlining operations.

• (promoted from Customer Experience 2019).
• Assisted sellers on issues involving fees, sales data, performance, etc.
• Worked with sellers via phone and email to address urgent seller concerns, providing detailed support from personal platform expertise.
• Acted as temporary team lead, responded to team support questions quickly to maintain call center efficiency and motivated employees to increase productivity and maximize service quality with hands-on leadership style.

• Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
• Established budgetary benchmarks and formulated financial management strategies by researching operating and historical financial records.
• Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
• Developed marketing content utilizing Facebook and Instagram, promotional materials and advertisements for social media.