Angie Lawson
West Des Moines
Summary
Results-driven Enterprise Client Relationship Manager with over a decade of leadership experience specializing in high-value portfolio management, account recovery, and strategic retention. Proven track record of managing complex, jumbo client lifecycles, driving client retention, and transforming critical, at-risk enterprise accounts into stable, high-growth revenue streams. Expert at bridging the gap between sales and operations to ensure seamless collaboration and exceptional client experiences.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Client Relationship Manager
Benefitfocus/VOYA
06.2022 - Current
- Recognized as Client Relationship Manager of the Year for outstanding performance.
- Saved and retained multiple clients, driving revenue to 6.802 billion and supporting over 200,000 lives.
- Manage a book of business exceeding 9.5 billion with over 500,000 lives.
- Achieved 15 percent increase in client retention through tailored service plans and proactive engagement.
- Maintained average Net Promoter Score of 9 over past four years.
- Participated in RFP processes, securing over 50 million in sales and covering 100,000 lives.
- Led onboarding processes, training clients for successful service implementation.
- Mentor all incoming client relationship managers
Manager Care Navigator
Carrot Ferlity
08.2021 - 04.2022
- Led a high-performing team of care navigators supporting patients undergoing fertility treatments.
- Collaborated with physicians, nurses, and healthcare professionals to optimize treatment outcomes.
- Developed and implemented care navigation protocols and best practices.
- Built strong relationships with fertility clinics, insurance providers, and community resources.
Call Center Supervisor
Businessolver
04.2019 - 08.2021
- Led team of 29 representatives and trained 100+ new hires.
- Recruited and trained customer service representatives, enhancing team capability and service quality.
- Monitored key performance metrics: Non-Talk, Adherence, ACW, Handle, and Hold.
- Collaborated with enterprise clients to optimize workflows and establish service standards.
- Managed payroll, timesheets, attendance, and data security procedures.
Operations Manager
Mercer Marketplace
07.2017 - 04.2019
- Oversaw operations of 20 licensed benefit counselors to ensure compliance and quality service.
- Directed staffing, performance reviews, and developed talent initiatives to support team growth.
- Managed client services to retain key accounts and enhance satisfaction.
- Analyzed client coverage gaps and mitigated portfolio risk.
Call Center Supervisor
Businessolver
05.2014 - 07.2017
- Oversaw KPIs including AHT, adherence, and ACW to enhance service quality and operational efficiency.
- Provided one-on-one coaching that improved department-wide performance metrics.
- Proposed staffing adjustments that aligned resources with operational goals.
- Coordinated payroll, attendance, and compliance to ensure adherence to protocols.
Education
Graphic Design & Commercial Art -
DMACC
12-2005
Skills
- Client retention and growth
- Enterprise account management
- RFP and sales presentations
- KPI and performance analytics
- Account recovery and remediation
- Cross-functional leadership
- Team coaching and mentorship
- Conflict resolution
Awards
Employer Client Relationship Manager of the Year Benefitfocus/Voya
Certification
- AI Copilot Certified
Timeline
Client Relationship Manager
Benefitfocus/VOYA
06.2022 - Current
Manager Care Navigator
Carrot Ferlity
08.2021 - 04.2022
Call Center Supervisor
Businessolver
04.2019 - 08.2021
Operations Manager
Mercer Marketplace
07.2017 - 04.2019
Call Center Supervisor
Businessolver
05.2014 - 07.2017
Graphic Design & Commercial Art -
DMACC