Katie Reisman

• Lead and develop a team of client support specialists, consistently meeting SLAs and client deadlines.
• Provide training, coaching, and performance feedback to ensure exceptional client service delivery.
• Act as an escalation point for high-level client issues, achieving resolution and satisfaction.
• Partner with Implementation, Product, and Payroll teams to optimize workflows and improve client outcomes.
• Supervised client service team to enhance customer satisfaction and service delivery efficiency.
• Analyzed client feedback to identify trends, implementing strategies for service improvement.
• Coordinated communication between departments to resolve client issues promptly and effectively.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Developed strategies to improve customer retention rates through proactive engagement and targeted outreach efforts.
• Maintained open lines of communication between clients and internal teams, fostering strong partnerships based on trust and transparency.
• Managed escalated client issues, collaborating with various departments to achieve successful resolution.

Built trusted relationships with executives and HR leaders, serving as a strategic business advisor.

• Developed strategic account plans to enhance customer engagement and retention.
• Collaborated with cross-functional teams to streamline service delivery and improve client satisfaction.
• Managed client relationships, ensuring timely resolution of inquiries and issues.
• Analyzed customer feedback to identify areas for service improvement and innovation.
• Led training sessions for clients on software features and best practices, enhancing user experience.
• Utilized CRM tools to track sales activities, monitor account performance, and forecast revenue trends.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Negotiated contract terms with clients, securing favorable agreements for both parties.
• Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
• Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
• Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
• Cultivated portfolio of high-value clients by leveraging industry knowledge and strategic networking.
• Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
• Drove revenue growth by identifying new business opportunities within existing accounts.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

• Analyzed subrogation claims to determine liability and recover costs effectively.
• Reviewed policy provisions and legal documentation to ensure compliance with regulations.
• Coordinated with internal teams and external vendors to facilitate smooth claims processing.
• Developed case files and maintained comprehensive records for ongoing audits and reviews.
• Negotiated settlements with third parties, optimizing recovery outcomes for the organization.
• Monitored industry trends and regulatory changes, adjusting claims strategies accordingly.
• Mentored junior team members on best practices in claims management processes.
• Streamlined communication with claimants, insurance adjusters, and attorneys for more efficient case management.
• Strategically prioritized workload based on claim complexity, potential recovery amounts, statute limitations, and other factors critical to achieving successful outcomes.