KAYLA MESSINA
Parkville,MD
Summary
Experienced Account Manager with strong focus on relationship-building, retention and maintaining partnerships. Proven ability to work cross-functionally to drive company-wide OKRs and contribute to ongoing product improvements. Skilled in data analysis and providing consultative recommendations to partners. Your go-to gal for well-crafted emails and written communication. Interested in leveraging my account management skills and passion for written communication to build stronger relationships and partnerships while developing tailored marketing plans based on the partners' needs.
Overview
13
13
years of professional experience
Work History
Senior Account Manager
ClassPass
08.2024 - Current
- Manage book of business of the top 2 market in the country, Los Angeles
- Lead Cross-sell OKR to develop strategy, written communications and pivot plans to help Account Management and Customer Success teams hit quarterly goals
- Lead trainings for cross-sell and retention strategies for new hires
- Collaborate cross-functionally to ensure upward trajectory of overall market health
- Perform regular data analyses to gauge performance of current initiatives and identify areas of opportunity for internal and external stakeholders
- Identify partner pain points and advocate internally for necessary product improvements to increase investment and satisfaction in partnership
- Utilize industry expertise to consult key partners and assist them in growing their businesses
- Regularly exceed quarterly quota with an average attainment of 150% to goal
Account Manager
ClassPass
01.2022 - 08.2024
- Manage book of business of partners in the DC market
- Collaborate cross-functionally to ensure upward trajectory of overall market health
- Perform regular data analyses to gauge performance of current initiatives and identify areas of opportunity for internal and external stakeholders
- Identify partner pain points and advocate internally for necessary product improvements to increase investment and satisfaction in partnership
- Utilize industry expertise to consult key partners and assist them in growing their businesses
- Regularly exceed quarterly quota with an average attainment of 150% to goal
- Received Collaboration Award for cross-functional work
Account Manager
ArmadaGlobal
06.2020 - 01.2022
- Manage book of business with key focus in retention and client loyalty
- Develop and maintain relationship with clients and brokers
- Develop renewal plan and present renewal offers to client and brokers
- Present onboarding deck for new clients and members
- Respond to a variety of client inquiries, from operational to informational; including commissions and billing, process, renewal and other various inquiries
Account Coordinator
ArmadaGlobal
05.2019 - 06.2020
- Onboard new clients into Salesforce system
- Ensure complete accuracy of all completed documentation
- Initiate onboarding process by working with brokers and administrators to collect census, master application, ACH, broker appointment paperwork and all other appropriate documentation
- Process annual contract renewals
- Process new enrollments and terminations on both group and member level
- Update base plan information in Salesforce system
- Process weekly fulfillment and enrollment file feeds
- Support Account Management by responding to daily inquiries in shared Submission and Enrollment email inboxes
- Coordinate with Account Managers to ensure all client requests are met or exceeded in a timely manner
- Work with Accounting team to ensure accuracy of invoices
Client Administrator
ConnectYourCare
06.2017 - 05.2018
- Support and be a main point of contact for small to medium sized businesses and their brokers
- Manage multiple support email inboxes and answer client inquiries on their healthcare accounts
- Monitor accounts to ensure file feeds, census and enrollments and contributions are being executed properly to keep processes on schedule and maintain great rapport with clients
- Onboard new clients into ConnectedAdmin system while ensuring all agreements are signed, expectations are set and client satisfaction is obtained
- Provide reporting data to clients upon request
- Conduct training via Employer Dashboard to instruct administrators and brokers on the portal functions
Senior Member Services Representative
ArmadaGlobal
11.2016 - 06.2017
- Assist other departments’ needs to quickly resolve client-related issues
- Promptly and methodically respond to customer inquiries to identify and resolve issues
- Manage and escalate service concerns of members, brokers, employer contacts and account managers
- Received A-Class Award for excellent service and contributions
Medical Billing Assistant
Wagner Integrative Therapies
01.2016 - 11.2016
- Post insurance payments in ACOM Health software on a daily basis
- Coordinate with multiple insurance providers for correct payment amounts
Commercial Loans Assistant
Beneficial Bank
06.2015 - 01.2016
- Maintain commercial loan processes and policies for applicants, vendors and corporate
- Serve as a liaison between corporate and branch personnel to establish a depository relationship for new borrowers and up-sell various consumer products
- Provide financial services such as wiring, ACH, digital deposit, and corporate online banking in cash management software
- Ensure quality of loans by tracking delinquencies, maturities, address changes, officer changes and late fee waivers
- Document credit, maturity, exception and closing reports on behalf of administrators
Loan Servicing Specialist
Fox Chase Bank
04.2012 - 06.2015
- Advise and assist with customer inquiries through the customer service phone line and email
- Manage new loan processes, evaluate maturing loans and educate customers of payment options
- Prepare mortgage documents, commercial advances and pay requests from customers, vendors and administrator
- Produce and process loan payoff statements for customers, title companies and collections departments
- Process mortgage documents and satisfactions within the Philadelphia area
Marketing Intern
Greatest Creative Factor
08.2011 - 12.2011
- Conduct marketing research for upcoming projects
- Proofread and edit presentations and projects before going to print
- Perform sales database updates
Education
Bachelor of Science - Business Communication
Stevenson University
12.2011
Bucks County Community College
05.2009
Skills
- Tableau
- SalesForce
- SalesLoft
- Gong
- Asana
- Google Workspace
- Written Communication
- Relationship-Building
- Client Retention
- Issue Resolution
- Project Management
Timeline
Senior Account Manager
ClassPass
08.2024 - Current
Account Manager
ClassPass
01.2022 - 08.2024
Account Manager
ArmadaGlobal
06.2020 - 01.2022
Account Coordinator
ArmadaGlobal
05.2019 - 06.2020
Client Administrator
ConnectYourCare
06.2017 - 05.2018
Senior Member Services Representative
ArmadaGlobal
11.2016 - 06.2017
Medical Billing Assistant
Wagner Integrative Therapies
01.2016 - 11.2016
Commercial Loans Assistant
Beneficial Bank
06.2015 - 01.2016
Loan Servicing Specialist
Fox Chase Bank
04.2012 - 06.2015
Marketing Intern
Greatest Creative Factor
08.2011 - 12.2011
Bachelor of Science - Business Communication
Stevenson University
Bucks County Community College
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