Don Musselman
Petaluma,CA
Summary
Accomplished Senior Client Service Manager with a proven track record at OptumHealth, enhancing client satisfaction and loyalty through innovative solutions and strategic account management. Expert in data-driven decision-making and relationship management, significantly improving service delivery and operational efficiency. Demonstrated ability to exceed sales targets and drive business growth with a keen focus on performance analysis and customer service excellence.
Overview
19
19
years of professional experience
Work History
Senior Client Service Manager
Optum Financial
09.2023 - Current
- Monitored, measured and drove client services growth and profit objectives by providing excellent service client care, and consultations
- Championed process improvements that led to more efficient issue resolution times without compromising quality standards.
- Demonstrated flexibility in adapting to evolving client requirements while maintaining focus on delivering exceptional results.
- Conducted regular client reviews to assess performance metrics, identify areas for improvement, and develop actionable plans.
Senior Client Service Manager
OptumHealth
09.2009 - 09.2023
- Implemented custom clinical and wellness solutions to meet unique population health needs, ensuring a high level of satisfaction and loyalty meeting and reporting regularly.
- Partnered with UHC and Optum product leads to achieve strategic and performance-based goals to facilitate sales, marketing and product improvements.
- Contributed to the development of marketing materials aimed at showcasing the company''s expertise, resulting in increased brand visibility and new business opportunities.
- Implemented strategic initiatives to optimize service offerings, increasing overall value for clients.
- Collaborated with internal departments to resolve complex issues, maintaining a proactive approach to problemsolving.
Strategic Account Executive
OptumHealth
09.2013 - 09.2016
- Supported customer requirements and allocated resources to align with business needs.
- Maintained comprehensive industry knowledge and studied consumer behavior to identify and present innovative solutions.
- Assessed market trends to identify emerging opportunities and develop targeted sales initiatives.
- Leveraged CRM systems to efficiently manage account information, streamline processes, and track progress towards strategic goals.
Account Executive
Dow Jones & Co
12.2006 - 08.2009
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
Commercial Account Manager
Fedex Kinko's
06.2005 - 10.2006
- Prepared customer presentations and demonstrations of products to solicit new business.
- Managed client risk exposure and coordinated services for development, retention and rounding of accounts.
- Processed daily mail, email and phone calls from customers and producers to generate new business.
- Solicited new loan, deposit and investment business through referrals and member inquiries.
Education
Bachelor of Arts - English Literature
San Francisco State University
San Francisco, CASkills
- Customer Satisfaction
- Data-driven decision-making
- Relationship Management
- Performance Analysis
Timeline
Senior Client Service Manager
Optum Financial
09.2023 - Current
Strategic Account Executive
OptumHealth
09.2013 - 09.2016
Senior Client Service Manager
OptumHealth
09.2009 - 09.2023
Account Executive
Dow Jones & Co
12.2006 - 08.2009
Commercial Account Manager
Fedex Kinko's
06.2005 - 10.2006
Bachelor of Arts - English Literature
San Francisco State University
Similar Profiles
Jay LivelsbergerJay Livelsberger
Client Service Manager at Optum FinancialClient Service Manager at Optum Financial
CATHLEEN A. SCHMIDTCATHLEEN A. SCHMIDT
Business Ops. Coordinator at Optum FinancialBusiness Ops. Coordinator at Optum Financial
Leah GroosLeah Groos
Asst Director General Mgmt at Optum FinancialAsst Director General Mgmt at Optum Financial