Jacqueline L. Colom
Summary
Seasoned leader in operations and client services with a proven track record at Sedgwick, enhancing client relationships and spearheading successful project implementations. Expert in Lean Six Sigma methodologies and adept at fostering cross-functional collaboration. Achieved over $10M in annual revenue through strategic planning and team management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Vice President, Client Services
Sedgwick
05.2019 - Current
- Manages a team of account managers responsible for total book of business over $10M annual revenue
- Provides support, guidance, leadership and strategic direction
- Supports client relationships, internal relationships and business development
- Builds executive relationships
- Responsible for business planning and budgeting
- Plans for staffing needs including succession, bench-strength, and new business
- Ensures contract compliance and handles financials including accounts receivable, invoicing and pricing support
- Responsible for client knowledge including threatened status and relationship with the company
- Handles renewal process timely and negotiates new contracts
Resolution Analyst Manager
ReedGroup
05.2016 - 05.2019
- Manage a team of Resolution Analysts responsible for analyzing data, identifying trends in operational deficiencies, and managing projects to drive client satisfaction
- Drive the project life cycle from root cause analysis to action plan to implementation and monitoring in alignment with Lean Six Sigma methodology
- Provide guidance at gate reviews
- Track all projects in project management tools, assign milestones/deadlines, develop communication plans, and engage stakeholders
- Schedule and lead client meetings and internal update meetings
- Manage process changes and update SOPs
- Provide sign off for project plan and closure
Coordinator, Corporate Affairs and Communications
Marriott Vacations Worldwide
01.2014 - 05.2016
- Responsible for event management of the Annual Marriott Vacations Worldwide Caring Classic Golf Tournament
- This includes planning with golf course, negotiating contracts with vendors, obtaining merchandise and raffle/auction items, organizing volunteers, developing signage, and day of event management
- Responsible for managing company-wide corporate responsibility efforts, implementing new efforts and attending events
- Developed the Corporate Social Responsibility report and communicated Corporate Social Responsibility efforts and awards both internally and externally
- Responsible for daily media monitoring, developing relationships with journalists/bloggers and responding to media requests
- Required to draft/distribute press releases and media alerts as needed
- Worked as a member of the social media team to monitor, develop content strategy and manage content for over 50 social media pages
- Worked closely with Internal Communications team to communicate company news and events with associates
- Developed Social Media Rules of Conduct and Guidelines for Associates
- Responsible for mentorship and professional development of department interns
Director, Client Services and Implementation
Sedgwick
- Responsible for overall account management of client programs, including all Client Service Director responsibilities as well as managing team of Implementation Project Managers
- Responsible for prioritizing and workload management of all middle market program implementations, aligning programs to project managers and overseeing project health
- Represents and acts as a liaison with clients to assist in meeting their needs and expectations
- Identifies and engages internal resources as needed to meet client requirements and objectives
- Responsible for development and rollout of implementation artifacts, project schedules and sales meeting materials
- Provides support for the sales lifecycle including RFP review and response, capabilities meetings, finalist meetings and sales handoff to the implementation team
Implementation Project Manager
Sedgwick
- Coordinate between clients, internal resources and third parties/vendors for flawless execution of implementation projects ensuring all implementation projects are delivered on-time, within scope and within budget
- Assist in defining key objectives, deliverables and ensuring all key stakeholders understand requirements
- Responsible for several projects running simultaneously, managing within various stages of the project life cycle
- Responsible for managing projects for clients of various size and complexity resulting in custom project timelines
- Responsible for overall delivery of absence management products and services
- Provide subject matter expertise and consult clients to organizational standards while actively managing client needs
- Proactively identify, document, and resolve client issues
- Develop detailed project plans and monitoring/tracking of project progress
- Manage changes to the scope of the project and help to identify potential risks
- Perform risk management to minimize project risks
- Establish and manage the client/stakeholder relationships during implementation
- Prepare for and conduct ongoing client status meetings and distribute meeting minutes
- Participate in potential sales presentations and sales finalist meetings
Client Services Director
Sedgwick
- Responsible for overall account management of several client programs with a book of business totaling approx
- $3M annual revenue
- Maintain business relationships, act as a trusted advisor and consultant, provide benefit plan design recommendations and ensure compliance with all applicable quality initiatives
- Partner with clients to determine strategic initiatives aligning with key business goals and develop projects to meet initiatives
- Prioritize and manage projects; identifying and aligning the appropriate resources and develop reasonable timelines for project completion
- Supervise and direct personnel assigned to programs
- Resolve all major customer service issues
- Provide stewardship reporting to clients, identifying and educating clients on issues and trends impacting programs
- Participate in client site visits, presentations, benefit fairs and sales finalist meetings
- Perform client renewal, contract revision, and negotiate changes or improvements to service plan
- Coordinate client invoicing, audits and accounts receivable follow up for assigned clients
- Facilitate the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations, and business development
Operations Manager
ReedGroup
- Responsible for daily management of a team of Disability Case Managers
- This includes daily workload management and prioritization, payroll/time off requests, human resource issue resolution, and case load alignments
- Assist with claim issues, denial review requests and escalations
- Ensure all deadlines are met
- Review various metrics/reporting and take action to improve team productivity, metrics and customer service quality
- Encourage professional development of direct reports through monthly 1 on 1s, coaching/performance improvement plans as necessary, annual performance reviews and assignment of special projects
- Facilitate weekly huddles and trainings as needed
- Assist with ongoing knowledge checks and monitor case manager work to ensure training gaps or consistent errors are corrected
Case Manager
ReedGroup
- Responsible for providing total claim management from intake to closure for employees on a medical leave of absence
- Assure timeliness and customer service metrics are met
- Consistently recognized as a top performer
- Required to compose and send communications to client and claimants
- Act as a liaison between employees and various client departments such as payroll, health & welfare, human resources, etc
- Meet with client to determine opportunities for communication improvements
- Assist with developing and coordinating client specific training, both in a classroom style and one-on-one
- Mentor other staff in increasing their proficiency in claim management
- Analyze monthly reporting data and audits for the client company reporting
- Provide rebuttals to meet client service level agreements
- Maintain knowledge of Family Medical Leave, Short-Term Disability, Worker’s Compensation and Employee Relations guidelines, implementing updated processes as necessary
Intern, Corporate Affairs and Communications
Marriott Vacations Worldwide
- Assisted with organizing volunteers, sponsorships, signage and raffles for 17th Annual Marriott Vacations Worldwide Caring Classic Golf Tournament
- Assisted tournament directors on day of event
- Assisted in developing and managing marketing material for the company’s 30th anniversary
Education
B.S. - Event Management
University of Central Florida
Skills
- PMP certified
- Lean Six Sigma certified
- Operations Management and Team Management experience
- Ability to develop interpersonal relationships and work independently
- Ability to develop and maintain client relationships
- Project leadership
- Customer retention
- Six sigma certification
- Systems implementation
- Workforce management
- Client relationships
- Cross-functional collaboration
- Business and operations management
Certification
- PMP Certified
- Lean Six Sigma Green Belt
Timeline
Assistant Vice President, Client Services
Sedgwick
05.2019 - Current
Resolution Analyst Manager
ReedGroup
05.2016 - 05.2019
Coordinator, Corporate Affairs and Communications
Marriott Vacations Worldwide
01.2014 - 05.2016
Director, Client Services and Implementation
Sedgwick
Implementation Project Manager
Sedgwick
Client Services Director
Sedgwick
Operations Manager
ReedGroup
Case Manager
ReedGroup
Intern, Corporate Affairs and Communications
Marriott Vacations Worldwide
B.S. - Event Management
University of Central Florida
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