Summary
Overview
Work History
Education
Skills
Timeline
Early Career Roles
RegisteredNurse

Elena Perry-Hopkins

Lake City,FL

Summary

Client Services/Contract Manager offering over 10 year-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

14
14
years of professional experience

Work History

Client Account Manager, Recruiting Manager, Compliance Leader

Actriv Healthcare, Inc.
12.2023 - 09.2024
  • Launched VMS/MSP business for travel and school nursing divisions. Secured high-value MSP contracts that contributed to a 15% increase in company revenue within 9 months
  • Provided leadership and oversight writing RFP for enterprise level state contract, valued at 25MM in opportunity for organization, including documenting customer service and recruiting processes, managed pricing for bid.
  • POC for resolving client complaints, client win-back and new contract business.
  • Led an international team of 5 recruiters and a compliance specialist, resulting in a 20% faster talent acquisition process and improved compliance accuracy by 30%, significantly enhancing service delivery leading to TOP 5 Agency status for staffing with vendor partner.
  • Designed and implemented SOPs for travel recruiting, vendor management, and compliance, reducing process inconsistencies by 25% and boosting overall operational efficiency
  • Promoted to the executive leadership team.
  • Leveraged data-driven insights to optimize account performance and identify trends over time.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Developed employees and on-going performance assessment of current employees. Developed Training guides and itineraries for recruiting and compliance team members when onboarding.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Negotiated contracts with vendors, securing favorable terms that benefited both parties.
  • Stayed current on industry developments as well as competitor offerings, utilizing this knowledge strategically when developing recommendations for clients.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Managed accounts to retain existing relationships and grow share of business.

Account Manager

IntellaPro, LLC
04.2023 - 10.2023
    • Enhanced operational efficiency by introducing data-driven strategies, reducing turnaround time by 15% and improving reporting accuracy for better decision-making
    • Developed a client management strategy that improved client satisfaction by 25%, resulting in higher client retention and securing top-tier talent for critical healthcare positions
    • Streamlined management of 20 VMS platforms, increasing productivity and improving client relationships, which led to a 10% improvement in service outcomes
    • Maintained weekly revenue of over $100,000, consistently delivering high performance and overseeing activity with 4 recruiters in driving business growth.

Client Services Manager

Supplemental Health Care
10.2019 - 04.2023
  • Achieved Presidents Club status for two consecutive years by managing 100-125 TOAs, generating up to $1.9 million in weekly revenue across multiple business lines
  • Transitioned seamlessly from recruiter to Client Services Manager, increasing client retention by 30% and boosting placements by 20% through strategic client relationship management
  • Recognized with multiple awards for exceptional business growth, including driving a 40% increase in client satisfaction by delivering top-tier candidates and customized staffing solutions
  • Managed complex contracts for Acute Care, Non-Acute Care, and Government Services clients, overseeing VMS/MSP operations and ensuring compliance with industry standards.
  • Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Vice President – Travel Services

Action Healthcare Staffing, LLC
10.2018 - 09.2019
  • Implemented growth strategies that resulted in a 15% improvement in staffing efficiency, driving higher client satisfaction and operational productivity
  • Oversaw clinical incident reporting, achieving a 98% compliance rate and ensuring adherence to safety standards across healthcare facilities
  • Led office relocations and service diversification initiatives, reducing operational costs by 10% while maintaining continuous, high-quality client service.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.

Regional Director – Client Services

Integrated Healthcare Solutions
01.2011 - 10.2018
  • Drove regional sales growth, generating $3 million in annual revenue and consistently ranking as a Top 10 Tier staffing partner for seven years
  • Maintained a 95% client retention rate by managing direct and VMS client contracts, delivering exceptional service and exceeding client expectations consistently
  • Streamlined contract management processes, ensuring compliance with industry regulations and improving contract negotiation efficiency by 20%.
  • Streamlined operations for improved efficiency by evaluating existing processes and introducing innovative solutions.
  • Served as a mentor to emerging leaders, sharing knowledge and expertise while fostering an environment of continuous learning and growth.

Education

Associate of Applied Science - Healthcare Administration

American Intercontinental University
Schaumburg, IL
05.2026

Skills

  • Data-driven decision-making
  • Technical understanding
  • Upselling strategies
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Excellent Communication
  • Team Collaboration
  • Relationship Building
  • Sales Targeting
  • Business development and planning
  • Sales Presentations

Timeline

Client Account Manager, Recruiting Manager, Compliance Leader

Actriv Healthcare, Inc.
12.2023 - 09.2024

Account Manager

IntellaPro, LLC
04.2023 - 10.2023

Client Services Manager

Supplemental Health Care
10.2019 - 04.2023

Vice President – Travel Services

Action Healthcare Staffing, LLC
10.2018 - 09.2019

Regional Director – Client Services

Integrated Healthcare Solutions
01.2011 - 10.2018

Associate of Applied Science - Healthcare Administration

American Intercontinental University

Early Career Roles

  • Travel Nurse Recruiter, InteliStaf/Medical Staffing Network, Clearwater, FL
  • National Recruitment Manager, Reflectx Staffing, Tampa, FL
  • HR Generalist, St. Anthony's Hospital, St. Petersburg, FL
  • Office Staff, Citrus Memorial Health System, Citrus County, FL

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Elena Perry-Hopkins