James Blaney
Adairsville,GA
Summary
Accomplished professional with a proven track record at Global Healthcare Exchange (GHX). Adept in customer success, account management and customer relationship development. Proficient with Microsoft Office Suite (Word, Powerpoint, Excel and Outlook), Salesforce CRM, Gainsight CRM and other Customer Relationship Management (CRM) Tools. Demonstrated ability to enhance client engagement and loyalty through strategic planning and effective problem-solving. Excelled in multitasking and team collaboration, significantly improving service quality and efficiency.
Overview
25
25
years of professional experience
Work History
Customer Success Manager II
Global Healthcare Exchange, GHX
04.2009 - 06.2024
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Played instrumental role in client satisfaction by working with operation and sales teams for proper resolution of service issues.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established myself as a trusted advisor.
- Acted as voice of customer to communicate customer issues with product to development team for resolution.
Class A Truck Driver, OTR
Covenant Transport
09.2024 - 12.2024
- Provided outstanding customer service with prompt communication, professionalism, and issue resolution when necessary.
- Maximized productivity during each trip while adhering to mandatory rest periods for compliance purposes.
- Performed thorough pre-trip and post-trip inspections, identifying potential issues before they became problems.
- Collaborated effectively with fellow drivers to share best practices and improve overall team performance.
- Ensured timely deliveries by coordinating closely with dispatchers and adjusting routes as needed.
- Updated dispatchers regularly on progress toward destination using GPS tracking technology for accurate real-time information sharing.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Dropped and hooked trailers and changed configuration of equipment.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
Technical Customer Account Manager
Level 3 Communications, Inc.
09.1999 - 12.2007
- Provided high level technical customer support for network related issues
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Streamlined internal processes for better efficiency, leading to quicker resolution times for customer inquiries.
- Exceeded sales targets by strategically targeting key decision-makers within prospective client organizations.
- Trained new employees on best practices in customer account management, resulting in an increase in overall team performance.
Education
Microsoft Systems Administration Certification - Microsoft Systems Administration
Boston University
Lowell, MA06-1999
Skills
- Excellent Communicator
- Skilled in resolving customer challenges
- Customer Success management
- Proficient with Salesforce CRM applications
- Proficient with Microsoft Office applications including Word, Excell and Power point
- Ability to multitask
- Strategic planning
- In Depth Understanding of Logistics
US Army 82 Airborne Division 1990-1996
Received honorable discharge in October 1996. Awarded multiple service related medals including Armed Services National Defense Ribbon, Army Commendation, Army Achievement and Good Conduct Medals. Participated in over 50 Airborne Training Operations. Graduated US Army Basic Training, Military Police School, Jump School and Primary Leadership Development Courses.
Timeline
Class A Truck Driver, OTR
Covenant Transport
09.2024 - 12.2024
Customer Success Manager II
Global Healthcare Exchange, GHX
04.2009 - 06.2024
Technical Customer Account Manager
Level 3 Communications, Inc.
09.1999 - 12.2007
Microsoft Systems Administration Certification - Microsoft Systems Administration
Boston University
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