Deanna Clarke
Aubrey,TX
Summary
Customer Success Manager with 10+ years of Customer Service and Account Management experience. Vast knowledge in implementing protocols, streamlining operational efficiencies, communicating with clients, and hosting meetings. Conceptualize and manage office protocols and referrals. Raised client satisfaction by 33%. Core competencies include Ability to articulate information clearly and effectively, both verbally and in writing. This includes active listening skills and the capacity to empathize with customers. Understanding and anticipating customer needs and delivering excellent service, the ability to handle challenging situations. Capability to analyze issues, identify root causes, and propose solutions.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Account Manager
Gainwell Technologies
04.2023 - 06.2024
- Lead client meetings and engage various stakeholders while having strong presentation skills
- Served as the primary liaison with clients
- Responsible for overall client satisfaction
- Works with Operations and IT resources as well as leaders to ensure key client deliverables, SLAs, and mitigate risks
- Identifies sources of revenue through process improvements, client relationships, local policy initiatives, and strategic agendas and partnerships
- Conducted comprehensive financial analysis, including trend analysis, forecasting, and budgeting, resulting in a 10% increase in annual revenue
- Collaborated with cross-functional teams to gather and analyze data from various sources to identify market trends and opportunities
- Managed escalations to ensure consistent application of customer service philosophy and accuracy of customer service processes across all channels
Education Program Manager
UT Southwestern
03.2022 - 05.2023
- Responsible for managing relationships within the Residency program, define and outline project goals, and create efficient resolutions.
- Managed up to 5 Residents during their residency program.
- Liaison between the Program Director and internal/external offices
- Create, plan, lead, and organize team and supporting staff members
- Coordinating weekly staff meetings, ensuring continuing of education courses for Doctors
- Ensure budgetary allocations are adequate for doctors in accordance with regulations
- Assist in contract review
- Assist the GME Program Director with implementation and management of the administrative/academic program operations
- Manage and coordinate educational activities that support the program's curriculum and adhere to ACGME requirements
- Implement, review, and maintain policies and procedures in accordance with University and accrediting agency standards to ensure compliance
- Manage confidential/critical materials and implement corrective action plans
- Organized and allocated resources required to meet needs of 6+ residents and 2 faculty members.
Clinic Staff Associate II
UT Southwestern
03.2014 - 02.2017
- Onboarded and scheduled new clients
- Answered over 150 calls per day exceeding quota by 15%
- Provided prompt customer support with a professional, friendly and patient attitude
- Proactively memorized over 40 procedures, products and services as pertained to each provider
- Complete customer insight reports and input sensitive data
- Responsible for training 20 new hires on department specific policies, procedures, and compliance guidelines
- Served as the main point of contact for clients by being the liaison for coordination of care
- Maintained dialogue to determine client needs in order to refer to appropriate departments
- Received accolades for patient satisfaction through voice, and email communications
- Listened, diagnosed and resolved technical issues guiding patients through step-by-step solutions
- Collect and document member demographics, health history, and chief complaint
Administrative Assistant II
UT Southwestern
03.2014 - 02.2017
- Directly impacted budgetary savings by establishing purchasing control checks and monthly audits of inventory for labs
- Identified scope and allocated budget, for multiple projects from contract execution through transition to support
- Managed up to 6 faculty member's calendars
- Partnered with lab staff, grants and contracts team, accounting and other stakeholder groups to deliver and sustain operational efforts of supported labs
- Provided moderately complex administrative assistance to multiple providers
- Prepared, maintained, and posted records reports and budget information
- Scheduled and held meetings with internal and external stakeholders
- Ensured collection of client invoices
- Worked directly with the grants and contracts team to review provider contracts and ensure accuracy of all documentation
- Utilized referral nurses as a resource to ensure clients received the proper level of care
- Used MCO guidelines to verify insurances that are currently accepted at UT Southwestern
- Provided resources for clients regarding their insurance coverage
- Maintained client confidentiality in accordance with university and department policy
Education
Business Administration -
Devry
New York, NY06.2015
Skills
- Orbit Reports
- Epic
- QGenda
- Sales Force
- Microsoft Project
- Salesforce
- Google Suite
- Tableau
- Jira
- Peoplesoft
- Converting leads
Websites
Timeline
Account Manager
Gainwell Technologies
04.2023 - 06.2024
Education Program Manager
UT Southwestern
03.2022 - 05.2023
Clinic Staff Associate II
UT Southwestern
03.2014 - 02.2017
Administrative Assistant II
UT Southwestern
03.2014 - 02.2017
Business Administration -
Devry
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