Hetal Patel
Account Manager
Irving,TX
Summary
Goal driven, highly motivated professional, eager to leverage 15 plus years of client relationship management experience. Core competencies include excellent interpersonal and communication skills, project management, successful management of multiple accounts, sales force development, team building and leadership with exceptional client service and retention.
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Account Manager
CVS/caremark
Irving, TX
02.2022 - Current
- Lead for all implementation tasks (CET/BPG/CIF setup).
- Handle all Member and Issue Service Warranties.
- Research on Integrated Accumulations.
- Create Open Enrollment Weblinks.
- Handle all PrudentRx Research Inquiries.
- Lead for all Prudent prior to go live reports(15 day,20 day,45 day lag reports).
- Leads RxDC reporting for CareFirst for the last 3 years.
- Handle all CIF requests, research, client approvals and making the updates.
- Handle all research cases for Digital Portal/SSO issues.
- Lead for Retiree Drug Subsidy (RDS) for CareFirst, ensuring smooth account coordination for the 7 sub clients for CareFirst account.
- Handle all CareFirst Reporting Requests Cases.
- Handle all the Molina teams service warranties, service warranty ambassador for the last 2 years.
- Handle CareFirst command Center emails on a weekly rotation.
- Investigate and reprocess all CareFirst CSR Claims requests
- Set up SFTP Subscriptions for CareFirst reports.
- Handle User Provisioning requests.
- Handle Vendor Transition requests- New/Terminated Business
- Lead for prompt pay reporting.
Office Support Lead
Pacific Dental Services
Irving, New York
04.2021 - 01.2022
- Build client relationships and handle all operational duties for 192 PDS office clients across Florida and North Carolina. Key liaison between dental office and PDS Call center
- Facilitate, lead and resolve all concerns from PDS field offices and perform QSI/Epic audits
- Create agenda, participate and present in quarterly meetings with Contact Center leadership team
- Audit calls, educate and mentor contact center staff on customer service performance and EPIC operations
- Develop efficient policies and procedures to enhance dental office teams' efficiency and opportunity for success
- Research and process Contact Center Service Desk tickets on Salesforce, and track and communicate resolution.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
- Helped streamline repair processes and update procedures for support action consistency.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
Contact Center Representative
Pacific Dental Services
Irving, TX
09.2020 - 03.2021
- Answered inbound calls to assist new and existing patients with scheduling dental examinations. Surpassed call level working rate expectations and was promoted to Senior representative within 4 months.
- Expertise in SalesForce and EPIC, enabling delivery of exceptional customer and provider service
- Coached team members on how to navigate internal work systems
- Excellent multi-tasking skills, successful in handling inbound calls while navigating multiple systems; QSI, EPIC and SalesForce
- Proven ability to handle emergency requests for treatment and/or pain management to get timely resolution for patient. Received an EE (exceeded expectations) in the PPE (Perfect Patient Experience) score
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Assessed caller accounts to determine benefits, identify service needs and resolve issues
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
Assistant Vacations Manager
Riya Travel and Tours
Irving, TX
09.2015 - 07.2020
- Provide excellent customer service to corporate clients through execution and coordination of their travel packages.
- Work professionally in fast- paced environment delivering highest level of services to multiple clients.
- Develop and execute strategic operations in target markets and subsequent expansion of sales by 25% in 2018-2019 fiscal year.
- Interact with corporate client account leaders, discuss all issues with travel packages, and assist with driving practical and creative solutions.
- Host client meetings and maintain minutes of discussion items.
- Act as advocate for client and field all customer and sales representatives’ issues, logging them and ensuring are resolved.
- Reviewed operational records and reports to project sale and determine profitability.
- Maintained client database and implemented client outreach programs to generate and increase business.
- Started as senior vacation consultant and promoted to Assistant Manager within 2 years.
- Awarded employee of year: 2019.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Manager
Prime Technology and Banking Group
Eldoret, Kenya
11.2010 - 04.2014
- Prepared technical reports by collecting, analyzing and summarizing information and trends.
- Onboarded new employees with training and new hire documentation. Led a team of 8 colleagues
- Up-sold financial services to customers, provided customer care, established and maintained customer relationships.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
Senior Travel Consultant
Elgeyo Travel
Eldoret, Iowa
08.2007 - 08.2010
- Used company and vendor marketing resources to educate customers and close sales, exceeding target sales by 170% in 2009
- Top 5 achievers in the Geneva Based International Travel Agents Exam
- Assessed client needs and recommended appropriate products and services to meet preferences and budget
- Secured major contracts with corporate groups and boost sales significantly by maintaining high sales
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions
- Communicated with clients to confirm itineraries, methods of transportation, and travel regulations
Education
Bachelor of Business Administration - Business Administration
Geo Credentials
Laredo, TX 01.2020 - 01.2021
Bachelor of Business Travel Administration - Bachelor of Business Travel Administration
Universal Federation of Travel Agents Association
Nairobi,Kenya 01.1996 - 01.1998
Skills
Client relationship management
Problem solving
Issue resolution
Reporting and documentation
Teamwork and collaboration
Goal oriented
Timeline
Account Manager
CVS/caremark
02.2022 - Current
Office Support Lead
Pacific Dental Services
04.2021 - 01.2022
Contact Center Representative
Pacific Dental Services
09.2020 - 03.2021
Bachelor of Business Administration - Business Administration
Geo Credentials
01.2020 - 01.2021
Assistant Vacations Manager
Riya Travel and Tours
09.2015 - 07.2020
Manager
Prime Technology and Banking Group
11.2010 - 04.2014
Senior Travel Consultant
Elgeyo Travel
08.2007 - 08.2010
Bachelor of Business Travel Administration - Bachelor of Business Travel Administration
Universal Federation of Travel Agents Association
01.1996 - 01.1998
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