Katia Avila
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Account Manager
Mission Healthcare
07.2025 - Current
- Cultivated strong client relationships, ensuring satisfaction and retention through proactive communication.
- Developed and implemented account strategies to align with client goals and company objectives.
- Collaborated with sales and marketing teams to create targeted campaigns, driving engagement with clients.
- Conducted regular reviews of account performance, proposing adjustments to optimize service delivery and results.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Leveraged CRM tools to maintain accurate records of client interactions and transactions.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Built relationships with customers and community to promote long term business growth.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Growth Lead (Business Development)
Optum
06.2022 - 07.2025
- Leveraged innovative strategies to increase customer retention by 20%
- Championed a detail-focused approach in managing strategic partnerships
- Mentored a team of 15, elevating team performance and project delivery.
- Refined campaign metrics, leading to a 15% improvement in reporting accuracy.
- Boosted team agility, expediting project timelines by 30%.
- Facilitated peer training, enhancing team skillsets.
- Pioneered new market expansion strategies, gaining first-mover advantage.
- Streamlined process flows, enhancing operational efficiency by 25%.
- Strengthened team dynamics, ensuring high morale and productivity.
- Conducted regular skill-upgrade workshops, boosting team efficiency.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Identified new business opportunities through market analysis and competitive intelligence.
- Developed and executed strategic partnerships to enhance market presence and drive revenue growth.
- Led cross-functional teams to implement innovative solutions that improved client satisfaction and retention.
- Managed sales pipelines using CRM software, ensuring accurate forecasting and reporting.
- Conducted presentations to stakeholders, articulating value propositions and securing buy-in for new initiatives.
- Mentored junior team members, fostering a collaborative environment focused on professional development.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
- Led cross-functional teams to successfully execute complex projects, ensuring timely delivery and client satisfaction.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
Patient Relations Liaison
Optum
03.2019 - 06.2022
- Developed and implemented effective strategies to enhance patient satisfaction, resulting in a 15% increase in positive feedback and a 10% decrease in patient complaints.
- Collaborated with healthcare providers and staff to ensure seamless communication and coordination of care for patients, leading to improved patient experiences and reduced wait times.
- Conducted regular patient surveys and feedback sessions to gather insights and identify areas for improvement, resulting in the implementation of targeted initiatives to enhance patient relations and overall satisfaction.
- Facilitated resolution of patient concerns and grievances by acting as a liaison between patients, families, and healthcare teams, ensuring timely and satisfactory resolution and maintaining positive relationships.
Medical receptionist
Healthcare Partners
09.2016 - 03.2019
- Managed patient appointments, ensuring efficient scheduling and minimal wait times, resulting in improved patient satisfaction scores by 20%.
- Coordinated and maintained medical records and patient documentation, utilizing electronic health record systems to ensure accuracy and compliance with HIPAA regulations.
- Welcomed and greeted patients, providing excellent customer service by addressing inquiries, managing phone calls, and promptly resolving issues, resulting in positive feedback from 95% of patients.
- Collaborated with healthcare providers and insurance companies to verify patient insurance coverage, obtain necessary authorizations, and assist in resolving billing and reimbursement disputes, resulting in a 15% reduction in claim denials.
Education
BS - Healthcare Administration- Leadership
Capella University
Skills
- Data analytics
- Strategic planning
- Customer acquisition
- Partnership Building
- Communication Coordination
- Patient Satisfaction Strategies
- Account management
- Teamwork and collaboration
- Client relations
- Client relationship management
- Customer satisfaction
- Relationship building
- Goal oriented
- Sales development
- Networking skills
- Team Training
- Project management
- Customer relationship management (CRM)
- Account servicing
- Operations
- Territory management
- Client meetings
- CRM proficiency
- Client acquisition
- Cold calling skills
- Sales expertise
- Brand management
- Employee mentoring
- Lead generation
- Event planning
- Management collaboration
Languages
Spanish
Native or Bilingual
Timeline
Account Manager
Mission Healthcare
07.2025 - Current
Growth Lead (Business Development)
Optum
06.2022 - 07.2025
Patient Relations Liaison
Optum
03.2019 - 06.2022
Medical receptionist
Healthcare Partners
09.2016 - 03.2019
BS - Healthcare Administration- Leadership
Capella University