Joleen Sims
Snohomish,WA
Summary
Dynamic professional with a proven track record at Delta Dental of Washington, excelling in account management and customer relations. Leveraged Salesforce expertise and exceptional organizational skills to enhance client satisfaction and streamline sales processes. Demonstrated ability to foster relationships and drive growth, achieving significant client retention and satisfaction milestones.
Overview
12
12
years of professional experience
Work History
MID-MARKET CLIENT RELATIONS ASSOCIATE
DELTA DENTAL OF WASHINGTON
06.2016 - Current
- Proactively service accounts to ensure customer satisfaction levels with DDWA products
- Resolve client and member issues while working in symphony with the Client Manager to determine the level of face-to-face and phone contact required for each assigned account
- Initiate service calls for designated accounts
- Attend meetings with Executive Management on client success, and retention, and offer ways to build for future growth
- Research technical and benefit questions for assigned accounts
- Co-design processes and workflow as required to meet customer requirements
- Generate and provide reports to clients when requested
- Maintain status on all current projects and ensure timely and accurate project completion
- Identify and implement process improvements with all stakeholders
- Implement changes to plan designs, contacts, benefits, etc
- Within specific turnaround timeframes
- Attend benefit fairs and represent Delta Dental with diplomacy and tact
- Present at broker and employee enrollment meetings
- Coordinate receipt of benefit/claims/contract or booklet changes from producer or group
- Work with dedicated teams for resolution and respond directly to the group/producer
- Maintain group data related to contacts, activities, and changes in Salesforce
- Assist Client Manager with RFP’s and RFI's
- Backup Client Manager and other Client Relations Associates when they are out of the office
- Maintain quarterly and annual Performance Guarantee reports to producers and groups, where applicable
- Coordinate and assist with group and regulatory agency audits
- Manage and validate weekly reports for Kaiser
- Work to implement and educate clients on the new Vision package and other additional benefits provided
SALES ASSOCIATE
DELTA DENTAL OF WASHINGTON
11.2015 - 06.2016
- Coordinate all RFP’s within the 5-499 subscriber range
- Take ownership of the RFP process guaranteeing all deadlines are met and accurate proposals are generated while maintaining strong communication with the Sales Team Executives
- Partner effectively with Sales Executives to ensure their sales strategy is driving the opportunity
- Collaborate and coordinate with Underwriting, the Implementation Team, and the Proposal Team
- Follow up with brokerages for missing RFP information
- Accelerate and escalate competitive bids
- Request and produce reports for the Sales Team
- Conduct User-acceptance testing for online proposals
- Utilize Microsoft Office products, Salesforce, Smartsheet, and other supporting technologies to track information and produce reports as needed
- Identify and implement process improvements
- Provide expertise to brokers regarding our plans, exclusions, limitations, underwriting requirements, contract features, and marketing material
- Join the Exec
- Sales Team at brokerage events and occasional sales calls and presentations as requested
- Professionally represent Delta Dental of Washington in all work
- Execute contract/benefit comparisons
- Participate in any other sales activities or special projects as needed
- Facilitate and participate in cross-functional department or corporate meetings
- Act as Sales Team representative for the Safety Committee and other company initiatives as needed
- Provide backup for the Proposal Writer in the event of their absence
SALES OPERATIONS COORDINATOR
DELTA DENTAL OF WASHINGTON
02.2013 - 11.2015
- Manage Corporate mailings of up to 700 pieces internally multiple times throughout the year
- Maintain excellent working relationships with various vendors and contract employees
- Schedule meeting space (internal/external), including food, A/V support and transportation
- Book flight, hotel, and car for out-of-town/state business trips for Executive management
- Help maintain a budget of $5.2M
- Review/Code/Process invoices timely
- Assisted in arranging Benefit Fairs, including staff and collateral needs
- Prepared minutes for various meetings
- Provided technical support to the team for spreadsheets, power points, copiers, etc
- Managed sporting and other event PR projects for our clients
- Maintain Concur for Executive management
- Provide vacation backup for various desks, including the Producer Licensing department and Sales Administrative Coordinator
Education
Bachelor of Science -
SAN JOSE STATE UNIVERSITY
06-2002
Associates of Arts -
CENTRAL WYOMING COLLEGE
06-1997
Skills
- Account management
- Customer relations
- Research and due diligence
- Inter-department collaboration
- Proficient in Salesforce, SharePoint, Healthentic, Miro, and Smartsheet
- Consultative selling
- Cold calling
- Organizational skills
- Time management abilities
- Customer engagement
- Customer feedback
- Professional demeanor
- Customer satisfaction
- Sales Process
- Relationship building
- Promote products
- Team collaboration
- Time management
Professionalreferences
- Tony Sepanski, Mid-Market Client Manager, Delta Dental of WA - Retired, 206-499-5132, Client Manager with whom I worked in tandem, in the Sales Department.
- Themba Dayton, Former Sales Manager, HUB International, 206-714-0126
- Merissa Thomas, Director of Sales Enablement and Operations, Delta Dental of WA, 253-495-1849
Timeline
MID-MARKET CLIENT RELATIONS ASSOCIATE
DELTA DENTAL OF WASHINGTON
06.2016 - Current
SALES ASSOCIATE
DELTA DENTAL OF WASHINGTON
11.2015 - 06.2016
SALES OPERATIONS COORDINATOR
DELTA DENTAL OF WASHINGTON
02.2013 - 11.2015
Bachelor of Science -
SAN JOSE STATE UNIVERSITY
Associates of Arts -
CENTRAL WYOMING COLLEGE
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