Kelly M. Lavender
Nolensville,TN
Summary
Accomplished leader with extensive experience in client account management at Econocheck Corporation. Proven track record in driving revenue growth and enhancing customer satisfaction. Skilled in Six Sigma methodology and team leadership, with a focus on mentorship and staff development. A reputation for a strong work ethic along with solid planning and organizational skills.
Overview
32
32
years of professional experience
Work History
Vice President, Client Account Management
Econocheck Corporation
Stockbridge, GA
01.2017 - Current
- Manage an account management staff of eight employees that are responsible for approximately $50M in revenue for retail checking and direct response insurance programs.
- Collaborate with management, IT employees and sales to produce successful implementations against demanding scheduled target dates.
- Work directly with external print vendors and insurance carriers for continued successful partnerships.
- Develop and organize policies and procedures to help continue the growth of employees.
- Successfully manage multiple projects and changing priorities by applying strong organization skills and attention to detail.
Junior Director, Corporate Payments
Comdata, Inc.
Brentwood, TN
04.2015 - 12.2016
- Client Services contact responsible for supporting retention, day-to-day client satisfaction and sustaining client growth while reacting quickly and decisively to resolve customer and client issues.
- Managed top five clients that generated approximately $150M in annual expenditure.
- Worked directly with clients to provide account support, problem resolution, research and analysis.
- A business-to-business provider of innovative electronic card payment solutions. As an issuer and processor, the company provides fleet, corporate payment, healthcare, virtual card and prepaid card to over 30,000 customers.
Senior Director, Client Services – Retail Checking & Membership
Affinion Benefits Group, Inc.
Franklin, TN
01.2013 - 01.2015
- Managed Client Services staff, $60M in revenue for the Package product line, and multiple global projects that affected Client Services, clients, and internal departments.
- Generated revenue of $700K, managing a Client Services project team that increased the monthly fee by 5% to all existing clients.
- Championed and developed a team of Client Managers by proactively mentoring and leading by example, which produced promotions for two managers in one year.
- Directed a 28-person Client Services team that produced flawless execution for all client marketing campaigns.
- Played the lead role in working with the Accounts Receivable team by implementing a past due collections process through Client Services. In 2014, the team collected approximately $200K in past due monies owed to Affinion Group.
- Selected by the senior management team to participate in the Affinion Ascending Talent program.
Director, Client Services – Retail Checking & Membership
Affinion Benefits Group, Inc.
Franklin, TN
01.2011 - 01.2013
- Managed Client Services staff, $60M in revenue for the Package product line, and multiple global projects that affected Client Services, clients, and internal departments.
- Project lead on team that generated a revenue savings impact of $1M for the company by increasing the monthly price to all ACH clients.
- Identified and developed measures in the company database to automate client termination notices within the system. The enhancement removed the human error aspect. The process improvement resulted in $200K in savings.
- Built bench strength in client services by providing standards of performance and counseling, career coaching and feedback on associate performance.
Senior Client Manager, Insurance Services Group
Affinion Benefits Group, Inc.
Franklin, TN
01.2006 - 01.2008
- Managed two teams of twelve account managers managing relationships with financial institutions, reporting directly to the Director and managing $20M of AD&D, TERM and HAP business.
- Led and managed a successful project team by completing a mailing campaign that produced a $500K impact to annual earnings. Recognized by senior management with a 'Standing Ovation' award for this project.
- Participated as a group member in a Six Sigma Yellow Belt project that resulted in better customer satisfaction by implementing a Contact Center refund process.
Client Services Operations Manager
Progeny Marketing, Inc.
01.1995 - 01.2006
Graphics Production Coordinator
FISI Madison Financial
01.1994 - 01.1995
Education
Bachelor of Arts - Communications
Illinois College
Jacksonville, IL05-1991
Skills
- Microsoft Word and Excel
- PowerPoint
- Client Account Management
- Customer Relationship Management
- Six Sigma Methodology
- Team Leadership
- Time Management
- Mentorship and Coaching
- Recruiting and Interviewing
- Operations Management
- Customer Service and Support
- Corporate Communications
- Staff Development
- Salesforce
References
References available upon request.
Timeline
Vice President, Client Account Management
Econocheck Corporation
01.2017 - Current
Junior Director, Corporate Payments
Comdata, Inc.
04.2015 - 12.2016
Senior Director, Client Services – Retail Checking & Membership
Affinion Benefits Group, Inc.
01.2013 - 01.2015
Director, Client Services – Retail Checking & Membership
Affinion Benefits Group, Inc.
01.2011 - 01.2013
Senior Client Manager, Insurance Services Group
Affinion Benefits Group, Inc.
01.2006 - 01.2008
Client Services Operations Manager
Progeny Marketing, Inc.
01.1995 - 01.2006
Graphics Production Coordinator
FISI Madison Financial
01.1994 - 01.1995
Bachelor of Arts - Communications
Illinois College