Erica Crosby

• Strong history of effectively maintaining client/customer retention along with building and developing new client relationships.
• Confident in ability to provide excellent customer service, customer support and ability to work with all groups inside and outside of organization.
• Committed to continuous improvement and contributing to overall success of organization.
• Monitor metrics and develop actionable insights to improve efficiency and performance.
• Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Conduct training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Contribute significantly to client satisfaction by collaborating with operational teams to properly resolve service-related issues.
• Generate reports and communicated results to stakeholders to provide insights into customer success.
• Plan, create, test and deploy system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Manage entire client relationship, including onboarding, new and add-on implementations, adoption, growth, and retention/renewals.
• Department subject matter expert (SME).
• Improved client relationship and retention for health plan and non-profit clients by conducting proactive outreach, consulting on projects, overseeing requests, providing best practice guidance, expediting resolution of issues, and presenting business reviews.
• Project management for implementations/outreach, maintaining 100% on-time delivery.
• Collaborate with Infosec security team to provide security assessments for clients.
• Create reports to demonstrate ROI and prove compliance for government requirements.
• Collaborate directly with sales executives as well as cross-functionally with multiple departments to ensure positive client experience and to advocate for client.
• Draft order forms, statements of work, amendments, and create manual invoices.
• Resolve routine concerns by detecting issues, conducting timely research, and following through on research until resolution is obtained.
• Document all issues thoroughly maintaining department files in companies CRM and Salesforce system.
• Establish and maintain professional relationship with internal and external customers, team members and department contacts.
• Cooperate with team members to meet goals or complete tasks
• Provide quality customer service that exceeds client expectations and improves level of service being provided.
• Establish excellent working relationship with clients and continuously strive to improve level of overall service that assigned business segment is providing.
• Serve as client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in timely manner.
• Maintain current and up-to-date knowledge of clients, internal tools, and products and services of designated business segment.
• Collaborate with clients to renew expiring contracts and update and maintain BAAs, MSAs, and SLAs.
• Collaborate with legal team to provide feedback on redline acceptance or denials.
• Thorough understanding of Dynamics 365, CRM System, Log Me In, Lab Calls, Microsoft Office, Microsoft Teams, Webex, Excel, PowerPoint, Adobe Acrobat, Microsoft Outlook, DocuSign, House Calls Pro, Jira and HubSpot.
• Collaborate with clients using Epic, ECW, Greenway, Allscripts, Cerner, NextGen, FL Shots, and GRITS EMR software.
• Monitor customer progress and address customer inquiries with timely and accurate updates.
• Conduct periodic user training sessions to support customer understanding and product feature utilization.
• Utilize customer feedback to inform changes and improvements to customer success plans.
• Analyze customer data to identify trends and develop strategies to improve customer success metrics.
• Create customer support strategies to increase customer retention.
• Establish team priorities, maintain schedules and monitor performance.
• Develop detailed plans based on broad guidance and direction.
• Launched quality assurance practices for each phase of development.

• Participate and coordinate activities involved in client management and provide level one support resolution for all existing clients in adherence to established corporate and departmental policies and procedures.
• Conduct initiative-taking follow-ups to ensure client satisfaction of all clients.
• Maximize return on investment by reviewing client application setup and support to determine any gap in best practices.
• Resolve Tier 1 technical or financial contract requests.
• Frontline technical support via phone, chat and email.
• Assist live clients and clients in testing phase with trouble shooting their accounts.
• Accepted payments and processed them on behalf of client.
• Adjustments and updates to clients’ accounts as requested.
• Responsible for opening cases for engineering and senior technicians when problem cannot be quickly resolved.
• Work closely with product build team about client account updates.
• Advise clients on how to maximize their services with company by reviewing their current services and offering additional services that company offers.

• Successfully conducted inside sales of pharmacy services, achieving and exceeding sales targets through effective communication and persuasive sales techniques.
• Provided comprehensive customer support for all incoming home delivery calls, addressing inquiries, resolving issues, and ensuring positive customer experience.
• Proactively contacted Workers' Compensation claimants to promote and sell home delivery and retail services for medications, effectively increasing revenue.
• Collaborated with Workers' Compensation adjusters to secure approvals for workers' compensation medications and durable medical equipment, demonstrating excellent coordination and negotiation skills.
• Assumed responsibility for training and mentoring new Pharmacy Service Sales Representatives, ensuring their successful onboarding and development within team.
• Managed portfolio of over 200 files post-implementation, overseeing all aspects of case management, from approvals to issue resolution.
• Proactively addressed and resolved customer complaints, ensuring high levels of satisfaction and retention.
• Worked closely with Workers' Compensation adjusters to facilitate approvals and denials, maintaining positive working relationships.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Established and nurtured relationships with industry stakeholders to stay informed about industry trends and developments, allowing for strategic planning and adaptation.
• Set and achieved company defined sales goals.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Developed and maintained strong working relationships with professionals within assigned territory.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

• Spearheaded implementation of company-specific business rules across all online processes, ensuring compliance and efficiency.
• Successfully submitted errors, enhancements, and requests related to online products, contributing to development of more efficient and customer-friendly products.
• Created testing scripts, training manuals, and pamphlets for various departments, facilitating seamless onboarding and knowledge dissemination.
• Supervised team of testers for both Quality Assurance and Production environments, ensuring accuracy and reliability of online products.
• Recreated and reported all issues discovered during testing in production and test environments, driving continuous improvement efforts.
• Conducted phone and remote access training sessions for company producers on newly developed products, providing comprehensive support.
• Offered phone customer service for company agents and sister companies, addressing inquiries and concerns.
• Trained independent agents and sister company business analysts, fostering collaboration and knowledge sharing.
• Proficiently worked with insurance quoting systems, including AccuAuto, CCI, Quote Pro, and ITC.

KEY ACHIEVEMENTS

• Increased growth of active managed care accounts by 40% through strategic initiatives by expanding postcard, IVR, SMS and email outreach.
• Successfully implemented Territory Manager Pediatric vaccine outreach program, expanding outreach efforts.
• Implemented Immunocompromised vaccine outreach program, enhancing community health.
• Successfully implemented Bi-Lo, LLC -Winn Dixie, Fresco y Mas, Harvey's Pharmacy vaccine outreach program, expanding pharmacy outreach efforts.
• Created documentation for go-live process, streamlining product launches.
• Improved client retention for Pharmacy clients through effective communication and support.
• Achieved 100% data quality by meticulously documenting customer engagements and reports in CRM.
• Applied problem-solving skills to analyze and resolve business operational issues.
• Conducted interviews with key business users to gather essential information on processes and requirements.
• Collaborated with stakeholders to define project objectives and criteria.
• Interacted with internal customers to understand business needs and translate them into requirements and project scope.
• Conducted gap analysis to identify areas for improvement.
• Provided technical support for troubleshooting analytics and reporting issues.
• Implemented business intelligence solutions to enhance operational efficiency.
• Developed and implemented data governance policies and procedures, ensuring data integrity.