Imani Hahn
Vallejo,CA
Summary
Versatile Senior Manager specializing in Client Success and Partnerships and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
10
10
years of professional experience
Work History
Business Consultant and Operations
Reno Mens Health
01.2016 - Current
- Performed as consultant for business in areas of marketing, logistics, and training to various behavioral healthcare service professionals.
- Evaluated existing business models, identifying areas of improvement to increase revenue generation potential.
- Developed actionable strategies from customer insights, contributing to a 15% increase in customer loyalty.
- Revamped customer behavior analysis process, resulting in a 20% increase in identifying pain points and actionable recommendations
Project Manager
100 Plus
01.2022 - 05.2023
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Led API and interoperable software integration project; 4 EMR systems were connected in 8 months, optimizing business efficiency and addressing customer needs.
- Optimized post-sales strategies, resulting in improved retention, customer satisfaction, and a 30% increase in customer success and delivery metrics.
Senior Account Manager
100 Plus
04.2021 - 12.2021
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Provided extensive support in sales, technical and business areas to key accounts.
- Managed 135 strategic accounts, onboarded new accounts, and conducted anniversary account business reviews every quarter, leading to 98% satisfaction and increased client retention by 25% in 6 months.
Provider Relations Specialist
Progyny
05.2017 - 03.2020
- Answered provider inquiries via email, telephone and written correspondence.
- Managed provider relations mailbox by triaging inquiries, facilitating resolution of incoming requests and forwarding requests to appropriate parties.
- Drove creation of user stories to pitch automation, resulting in a 25% reduction in authorization processing time in 1 year, demonstrating strategic partnerships and KPI-driven results.
- Coordinated weekly reviews of customer success and delivery metrics, resulting in 25% faster time to market and improved customer satisfaction.
Senior Office Assistant
Stanford Children's Health
01.2015 - 04.2017
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Prioritized tasks effectively under tight deadlines while ensuring accuracy and attention to detail in all deliverables.
- Prepared comprehensive reports for upper management utilizing advanced skills in Microsoft Office applications such as Word, Excel, PowerPoint.
- Led clinical operations, training, and escalation management to achieve a 15% increase in customer service scores, driving impactful results.
- Awarded Rose Award, 2017 for operational excellence, communication with cross-functional team collaborations.
Education
Master Of Business Administration (MBA) - Healthcare
George Washington University
Washington, D.C.01.2019
Advanced Project Management Professional Certificate -
Stanford University
Stanford, CA06.2017
B Sc. In Biology -
University Of Nevada, Reno
Reno, NV01.2009
Bachelor of Arts - Spanish
University of Nevada, Reno
Reno, NV01.2009
Skills
- Basic SQL
- Business Analysis
- Client Success
- Customer Service Management
- Customer Service Surveys
- JIRA
- Journeys
- Performance Improvement
- Project management
- Presentation Skills
- Staff Mentoring
- Business Planning
Timeline
Project Manager
100 Plus
01.2022 - 05.2023
Senior Account Manager
100 Plus
04.2021 - 12.2021
Provider Relations Specialist
Progyny
05.2017 - 03.2020
Business Consultant and Operations
Reno Mens Health
01.2016 - Current
Senior Office Assistant
Stanford Children's Health
01.2015 - 04.2017
Master Of Business Administration (MBA) - Healthcare
George Washington University
Advanced Project Management Professional Certificate -
Stanford University
B Sc. In Biology -
University Of Nevada, Reno
Bachelor of Arts - Spanish
University of Nevada, Reno
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