Summary

Overview

Work History

Education

Skills

Websites

Military Service

Timeline

JAMES M. ZITO

Casselberry,FL

Summary

Senior Account Executive with expertise in aligning business objectives with technology solutions. Demonstrated success in managing complex client relationships and driving revenue growth across multimillion-dollar portfolios. Skilled in account management, operational efficiency, and project coordination, with a strong foundation in instructional design and process improvement.

Overview

years of professional experience

Work History

Senior Account Executive / Lead Account Manager

ION247

07.2019 - Current

Serve as primary client contact and trusted advisor, bridging the gap between clients and internal technical teams to deliver effective IT and technology solutions.
Manage a $3M book of business, driving growth with key accounts through renewals, upsell opportunities, and long-term relationship development.
Oversee budgets, timelines, renewals, and contract deliverables to ensure successful project execution and client satisfaction.
Coordinate internal resources for solution design, implementation, and ongoing support.
Lead day-to-day client communications, proactively addressing needs, risks, and opportunities.
Track, report, and communicate account performance, service delivery metrics, and financial results.
Responsible for revenue input, billing accuracy, and processing to ensure financial integrity.
Drive operational efficiency improvements and assist with receiving and coordinating product delivery.

Lead Instructional Design Consultant

TTEC Inc / Optum Inc.

Orlando, FL

08.2016 - 05.2019

Acted as primary client point of contact for training development initiatives, managing scope, priorities, and deliverables.
Led assessment, design, and maintenance of curriculum aligned to client business and technical requirements.
Developed project training plans, estimated effort, tracked milestones, and communicated status to stakeholders.
Consulted clients on training strategy, delivery methods, and performance improvement opportunities.
Applied ADDIE principles to design and develop instructor-led, virtual, and computer-based learning solutions.
Created technical documentation, performance support materials, and facilitated Train-the-Trainer sessions.

Operations Manager

Aon Hewitt / Reed Group

Orlando, FL

01.2014 - 08.2016

Managed day-to-day operations for large national disability and leave management accounts.
Directly supervised and coached a team of 7 Case Managers to meet service level agreements.
Served as client-facing leader, managing communications, business requirements, and approved change orders.
Monitored operational metrics, audited cases for accuracy, and implemented process improvements.
Recommended and executed new initiatives to improve efficiency, compliance, and client satisfaction.

Senior Instructional Design Consultant

The Hartford

Maitland, FL

01.2003 - 01.2013

Lead developer for strategic initiatives including system implementations and process improvements for an organization of 1,300 employees.
Partnered with leadership and subject matter experts to analyze training needs and recommend solutions.
Designed and delivered classroom, virtual, and distance learning programs.
Coordinated with IT teams to resolve technical issues and support system rollouts.
Led implementation training sessions and trained new hires using adult learning methodologies.
Earlier Role: Lead Disability Claim Examiner (1999 – 2003)
Managed national account relationships and adjudicated disability claims.
Mentored and led a team of claims examiners while managing large caseloads.