Diane Lockhart
Orlando,FL
Summary
As a client relationship professional with more than 18 years of experience, I specialize in group plan administration, commercial plan, and retirement strategy delivery. I am seeking a senior leadership position where I can apply my extensive experience in both individual and group benefits to contribute to a team of strategic leaders dedicated to ongoing growth, highly referable clients, and a diversified revenue stream.
Overview
12
12
years of professional experience
Work History
Client Engagement Leader
Alight Solutions
Orlando
04.2022 - Current
- Oversee the performance and operations of the Client Management team, via dedicated client managers and analysts.
- Manage a portfolio of client implementations and ensure seamless transition to ongoing delivery.
- Foster a culture of accountability for revenue growth by spearheading initiatives to uncover new business opportunities within existing accounts.
- Develop and implement strategies to improve team performance and productivity.
- Engages in the budget development process and makes strategic decisions to achieve annual financial objectives, encompassing both revenue generation and cost reduction.
- Inside sales and education on the capabilities of Alight Retiree Exchange
- Assist the Sales team in formulating sales strategies for potential and current clients, and engage in sales and RFP (Request for Proposal) procedures.
- Collaborating with Operations, Sales, and Service Centers to guarantee the fulfillment of contractual obligations and internal performance benchmarks.
Director, Client Services
bswift
Virtual
01.2022 - 03.2022
- Guided, managed, and cultivated client relationship managers, senior account managers and analysts in alignment with both client needs and company goals.
- Cultivated and sustained relationships with essential clients to guarantee customer satisfaction and reinforce client loyalty.
- Resolved escalated complaints from clients through effective problem-solving techniques.
- Managed and monitored revenue and expense forecasts for a specific client portfolio.
- Oversaw the management of operational scorecards and governance.
- Drive initiatives that enhance efficiency and boost operational performance such as COBRA/ Direct Billing implementations.
Client Relationship Manager
bswift
Virtual
02.2018 - 12.2021
- Oversaw the health and welfare administration for multiple clients, ensuring the precise delivery of benefits as outlined in the scope of services.
- Actively advised clients on best practices and essential system/process modifications to meet industry standards and ensure compliance.
- Enhanced client relationships by offering bswift's value-added products and services, thereby creating opportunities for upselling.
- Managed coordination and completion of contract renewals and accurate invoicing.
- Facilitator of the monthly Direct Team Leads roundtable, which featured key updates and provided training segments.
Experienced Client Manager
Alight Solutions
Orlando, FL
06.2015 - 01.2018
- Contact for health and welfare service delivery across various mid-market clients.
- Project manager specializing in requirements and provisional updates, with a strong focus on Employer Reporting and Annual Enrollment.
- Accountable for total client satisfaction and outstanding service delivery, resulting in the acquisition of four enthusiastic client commendations.
- Achieved over $1 million in revenue by pinpointing and implementing process enhancements that created upsell opportunities.
- Led performance enhancements and growth, culminating in the promotion of five colleagues.
- Actively participated as an extended leader in the rollout of new initiatives to the team.
Benefits Operations Manager
Aon Hewitt
Orlando, FL
09.2012 - 06.2015
- Oversaw daily Health and Welfare operations for two BPO clients.
- Responsible for the accuracy of data, managing file transfers, and overseeing feeds to internal and external parties.
- Reviewed derivations to confirm that Health & Welfare benefit eligibility was correctly established in the system.
- Addressed system-related issues through effective project management and collaboration with both internal and external parties and vendors.
- Performed evaluations of requirements, offerings, pricing, and other elements for the Annual Enrollment period.
- Offered guidance and support concerning changes in the new plan year in relation to recent health care legislation.
- Conducted weekly status calls with clients to discuss ongoing issues and project updates.
Education
Bachelor of Science Communications -
Austin Peay State University
01.2003
Skills
- Client relationship management
- People management
- Business development
- Operational oversight and delivery
- Problem solving
- Internal diplomacy
- Change management
- Implementation life cycles
- Individual insurance market, including Medicare and ACA plans
- Group plan administration
Timeline
Client Engagement Leader
Alight Solutions
04.2022 - Current
Director, Client Services
bswift
01.2022 - 03.2022
Client Relationship Manager
bswift
02.2018 - 12.2021
Experienced Client Manager
Alight Solutions
06.2015 - 01.2018
Benefits Operations Manager
Aon Hewitt
09.2012 - 06.2015
Bachelor of Science Communications -
Austin Peay State University
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