Summary
Overview
Work History
Work History
Education
Skills
Timeline
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CHARLES HUSH

Land O'Lakes,Florida

Summary

Resourceful and experienced client services manager skilled in developing solutions that are uniquely tailored to the needs of the client. Specialized in operations and project management, higher education, benefits administration, insurance and risk management products and services. Accountable for leading client services teams to deliver high quality, efficient service. Demonstrated ability to manage geographically dispersed teams. Creative problem solver, strategic planner, and quality manager, competent in P&L leadership, data analysis and process re-engineering for continuous improvement.

Overview

3
3
years of professional experience

Work History

Client Success Manager

Deltek
Herndon, VA
06.2021 - Current
  • Effective use of Salesforce and Gainsight software to ensure timely management of customer renewal and upsell opportunities.
  • Assigned to large and most challenging customers to drive service improvements during corporate acquisition.
  • Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
  • Reached out to accounts regularly to check on needs, understanding business operations and offer services.
  • Received recognition for using extensive knowledge of account management and professionalism to restore client confidence impacted by organizational transitions.
  • Received Divisional recognition award for outstanding customer service and peer support performance and partnering.

OPERATION MANAGEMENT
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  • Established “customer first” service culture by implementing department and individual performance objectives and accountabilities that consistently exceeded 98% customer responses within 48 hours.
  • Implemented service delivery model that improved customer experience from 7.2 to 2.6 days by structuring team efforts and developing effective service tracking tools.
  • Maintained 100% same day response for all Executive level customer service escalations, ensuring 48 hour updates through full resolution.
  • Led pilot team for new service model that drove positive client loyalty trends and increased responsiveness by 21% in 60 days.
  • Maintained strong collaborative relationships with peer business units leveraging customer experience feedback, root cause analysis and risk avoidance strategies.
  • Developed and refined audit processes for several critical operational areas that resulted in sustained customer service delivery that met or exceeded goals.
  • Provided regular service and project updates to Executive leadership team and stakeholders.
  • Assumed project management responsibilities for client requirements gathering, drive task completion, and finalize project deliverables on schedule.
  • Identified cross-functional team resources to aid in identifying and solving complex problems impacting service.
  • Demonstrated respect, friendliness and willingness to help wherever needed

CLIENT ACCOUNT MANAGEMENT
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  • Managed service delivery for 7,600 clients producing $205 million in annual revenue with 15 Account Managers as direct reports.
  • Improved Outstanding accounts receivable risks by 30% by implementing strategic account management processes including customer communication persistence.
  • Managed delivery services, implementation user acceptance testing, and web base delivery initiatives for $10 million account affecting450,000 members.
  • Directed account management activities of 25 Service Delivery Managers, serving 110 health and welfare clients, with account revenue ranging from $100,000 to$3 million.
  • Exceeded annual financial retention target of 93% for $30 million client portfolio.
  • Implemented client service recovery initiatives as proactive solution to mitigate potential lost revenue and adverse client experiences.
  • Generated $1.5 million in new revenue by leveraging effective project scope, business requirements and project plan execution.
  • Achieved 15% increase in customer loyalty through focused client activities.

PROPERTY AND CASUALTY MANAGEMENT
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  • Reduced costs, saving $1.5 million annually by implementing monthly expense controls.
  • Created and executed territorial business strategies to obtain combined loss ratio of 98%, 5% revenue growth, and client retention of 80% in 18 months.
  • Achieved $6 million in additional revenue and improved P&L exposure by managing large vendor property inspections of 300,000 risks.
  • Improved operational effectiveness by introducing regular data analysis to achieve more effective staffing, productivity, and performance.
  • Hired, trained, and developed high performing management and staff teams processing 50,000 claims annually.
  • Resolved Executive complaints through root cause analysis and prompt responses.

Work History

Client Success Manager

Verizon Connect
Temple Terrace, FL
12.2019 - 06.2021

Interim Director of Student Financial Services

Hillsborough Community College
Tampa, FL
02.2018 - 11.2019

Service Delivery Manager

Morneau Shepell
St. Petersburg, FL
09.2015 - 01.2018

Senior Manager, Client Services

Ceridian HCM, Inc.
St. Petersburg, FL
01.2009 - 08.2015

Territory Manager

MetLife
Tampa, FL
10.2006 - 12.2008

Education

Bachelor of Arts - Sociology - Legal Studies

Bucknell University
Lewisburg, PA

Skills

  • Client Services
  • Risk Management Products & Services
  • Service Delivery Management
  • Service Quality
  • Team Leadership & Development
  • P&L Management
  • Operations Project Management
  • Performance Management
  • Account Management
  • Customer Retention
  • Client Retention / Service Strategies
  • Organizational Transformation
  • Quality Management
  • Benefits Administration

Timeline

Client Success Manager

Deltek
06.2021 - Current

OPERATION MANAGEMENT
-

CLIENT ACCOUNT MANAGEMENT
-

PROPERTY AND CASUALTY MANAGEMENT
-

Bachelor of Arts - Sociology - Legal Studies

Bucknell University

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CHARLES HUSH