KAITLAND EYER
Northeast Middle Market Account Manager
Greencastle,PA
Summary
Dedicated Operational Account Manager professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Northeast Middle Market Account Manager
Aetna A CVS Company
Hartford, CT
10.2017 - Current
- Managed, supported and grew business relationships with existing clients, brokers and file vendors.
- Handled all concerns as single point of contact.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Reached out to clients frequently to check on satisfaction, inquire about needs and propose new offerings.
- Conducted annual business reviews, quarterly reviews, RFP meetings and health benefit enrollment fairs in person on- site and virtually using Brainshark, Skype, Perkscon, WebEx and more.
- Built and delivered engaging and polished presentations to highlight products.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Manage book of business worth over $900,000 in revenue across 50 accounts.
- Contributed to annual revenue goals by upselling products to current clients with add on business.
- Collaborate across multiple teams such as Sales, IT, development, bill teams and more to effectively assist my clients.
- Efficiently resolved sales, service and account issues to maximize customer satisfaction.
- Oversaw implementation lifecycle processes for add on additional products to my current clients.
- Outlined work plans, determined resources, wrote timelines as part of implementation process.
- Resolved implementation and operation issues with product manufacturers.
- Pulled from knowledge of technical industry and technological developments to drive IT deployments.
- Provided product demonstrations to share features, answer questions and overcome concerns.
- Complied with policies and quality standards to maintain consistency in quality of services.
- Remained current on industry trends to better understand customer needs and product effectiveness.
Senior Customer Relations Manager
Citibank N.A
Hagerstown, MD
10.2016 - 10.2017
- Promoted to Senior Customer Relations Manager
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Scheduled and attended meetings with management and employees weekly.
- Delegated tasks to existing support team members and made sure all call backs were completed in 24 hour timeframe.
- Made customers aware of current and new programs and services.
- Created customer support strategy to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed new employees and on-going performance assessment of current employees.
- Established performance and service goals and held associates accountable for individual performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created training guides and in-person and online training courses to improve customer user experience.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Lead Billing Specialist
Citibank N.A
Hagerstown, MD
03.2014 - 10.2016
- Promoted to Lead Billing Specialist
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Handled more than 150 calls per day with high volume of in-bound calls pertaining to billing dispute concerns.
- Analyzed, researched and resolved payment claims within required timeframes.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Achieved specific team objectives and collection activity.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Mentored employees on how to use programs, keeping operations consistent and efficient for maximum performance.
- Organized weekly team meetings for upper management and coordinated availability of conference rooms for participants.
- Trained team members on policy and systems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Fraud Operations Specialist
Citibank N.A
Hagerstown, MD
11.2012 - 03.2014
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Provided exemplary level of customer service to clients and company personnel.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Investigated cases of credit card fraud, which involved upwards of $6,000 per case.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained excellent attendance record, consistently arriving to work on time.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Managed team of 30 employees, overseeing training, and professional growth of employees.
Cross Trained Employee
Bob Evans Restaurants
Chambersburg, PA
03.2010 - 11.2012
- Corrected employee behavior that did not reach accepted standards, and recognized performance that met or exceeded those criteria.
- Maintained updated training records for all employees.
- Presented training concepts through instructional methods.
- Trained waitress and host employees to execute tasks in accordance with applicable specifications and procedures.
- Evaluated skills assessment and observations to review effectiveness of training material.
- Presented training material with varied instructional methods to maintain attention of participants.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
- Collaborated with kitchen to inform customers of wait times and answer questions about food.
- Kept detailed payment records throughout shift to complete cash and card payments.
- Recorded available tables after seating each party using specialized seating software.
- Assisted managers with quickly resolving service- and food-related issues.
Education
Bachelor of Science - Health Administration
University of Phoenix
Tempe, AZ 02.2014 - 03.2016
Associate of Arts - Health Administration
University of Phoenix
Tempe, AZ 05.2012 - 02.2014
Skills
Renewal Contracts
Microsoft Office
Leadership
Management
Sales
Product Demos
Benefit Administration
Negotiation
Accounting
Presentation Skills
Timeline
Northeast Middle Market Account Manager
Aetna A CVS Company
10.2017 - Current
Senior Customer Relations Manager
Citibank N.A
10.2016 - 10.2017
Lead Billing Specialist
Citibank N.A
03.2014 - 10.2016
Bachelor of Science - Health Administration
University of Phoenix
02.2014 - 03.2016
Fraud Operations Specialist
Citibank N.A
11.2012 - 03.2014
Associate of Arts - Health Administration
University of Phoenix
05.2012 - 02.2014
Cross Trained Employee
Bob Evans Restaurants
03.2010 - 11.2012