Kimberly Morales
Cincinnati,OH
Summary
Results-oriented Client Relationship Manager offering 10+ years of experience in Group Benefits and SaaS sales and service roles. Proven history of excellent performance. Ambitious and focused with an aptitude for client acquisition. Proficient in client solutions management.
Overview
8
8
years of professional experience
Work History
Senior Client Relationship Manager
Chard Snyder a WEX Company
Mason, OH
12.2018 - Current
- Serve as the primary client contact that is responsible for the overall satisfaction and management of the client relationship for over 200 clients
- Work with the account executives on Finalist meetings and product demonstrations for potential clients
- Held the highest number of finalist meetings along with the largest percentage of closed business among the CRM team
- Work with a product lineup including FSA, HSA, HRA, COBRA, Retiree/Direct Billing and FMLA Administration
- Maintain knowledge about the assigned clients, their key internal contacts, vendor partners and benefit program details
- Evaluate assigned client plans and provide recommendations for efficiencies and/or other services that may improve the client experience and generate additional revenue through cross-selling while exceeding retention goals
- Serve as primary contact for clients' renewal and re-enrollment process, and act as liaison for internal and external client communications
- Collaborate with internal departments to ensure routine successful plan administration, re-enrollment and to manage client expectations
- Communicate with advisors and brokers effectively to enhance market reach and to improve client benefit plan offerings
- Facilitate troubleshooting and resolution of high-level client and plan-wide questions or concerns by using client database and operational systems access to research and provide solutions
- Educate clients on applicable federal and/or state regulations
- Present at client employee meetings or benefit fairs to foster understanding of plans and enrollment process
- Used Salesforce as a way to keep track of activity with clients along with capturing information in order to identify cross-sell opportunities.
- Developed strong relationships with clients through effective communication and problem solving.
- Negotiated contracts with new clients to ensure mutual understanding of the relationship expectations.
- Implemented process improvements to increase efficiency in handling client inquiries and requests.
- Coordinated cross-functional activities between departments to provide timely responses to customer queries.
- Maintained an up-to-date database of client information including contact details, preferences, interests.
- Collaborated with sales teams on strategies for acquiring new business from existing clients.
- Identified opportunities within existing accounts by recognizing potential revenue sources or cost savings measures.
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
- Present at client employee meetings or benefit fairs to foster understanding of plans and enrollment process
- Acquire and maintain knowledge of general health benefits, insurance carrier and processes
- Meet or exceed retention goals
- Collaborate with Internal departments
- Manage ongoing client service relationships for clietns through regularly scheduled meetings and effective communications
- Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
Senior Client Support Specialist
Paycor
Norwood, OH
10.2016 - 12.2018
- Act as a trusted payroll advisor to clients to recommend changes in products, services, and policies by uncovering payroll needs and evaluating product configuration; educate and counsel them on payroll best practices
- Provide Assistance and support to client for incoming payroll queries and issues related to Paycor's Software applications
- Build strong relationships with a dedicated client base and educate and train them on Paycor Applications
- Maintain knowledge of current payroll practices and issues along with knowledge of complex retirement and benefit plans, as well as federal, state and local rules for various payroll and benefit related deductions.
Mobility Retail Sales Consultant
AT&T
Cincinnati, OH
10.2015 - 10.2016
- Sales goals are met and exceeded in areas such as expanding the AT&T customer base in both business and consumer markets
- Communicate with customers to create tailored solutions for each individual's needs
- Delivered excellent customer service by answering questions to represent AT&T policies and procedures
- Apply problem-solving techniques to troubleshoot devices, network issues, and to effectively resolve billing disputes.
Education
Some College (No Degree) -
Marshall University
HuntingtonHigh School Diploma -
Russell High School
05.1998
Skills
- Business Development
- Contract Negotiation
- Customer Engagement
- Relationship Building and Management
- Presentation Development
- Salesforce
- Team Leadership and Collaboration
- Business Needs Assessment
- Sales Presentations
- National Account Management
- Software Feature Demonstrations
- Relationship Building
References
Available upon request.
Timeline
Senior Client Relationship Manager
Chard Snyder a WEX Company
12.2018 - Current
Senior Client Support Specialist
Paycor
10.2016 - 12.2018
Mobility Retail Sales Consultant
AT&T
10.2015 - 10.2016
Some College (No Degree) -
Marshall University
High School Diploma -
Russell High School
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