Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kyle Madden

Tampa,FL

Summary

Dependable Product Support Partner skilled at forming lasting bonds with clients and customers by carefully addressing needs and fulfilling business goals. Perpetually available to address customer concerns. Keen to help connect clients with solutions to perfectly meet needs while driving internal revenue growth.

Overview

10
10
years of professional experience

Work History

Product Support Partner

Sterling
11.2021 - Current
  • Champion new and existing client drug and health strategic program needs.
  • Managed and prioritized multiple projects simultaneously, worked independently and drove results.
  • Implementation of drug and health services for large and complex Retail, Staffing, and Healthcare clients.
  • Conducted comprehensive product training sessions for both internal staff and external customers.
  • Assisted sales teams in closing deals by showcasing product functionality and addressing potential concerns during client presentations.
  • Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.

Client Success Associate

Sterling
02.2021 - 11.2021
  • Built strong relationships with clients through consistent communication, understanding their needs, and delivering on expectations.
  • Generated custom and standard reports.
  • Managed a portfolio of clients with $4 million in annual recurring revenue.
  • Implemented automated process for client reducing manual intervention by 60%.
  • Investigated and resolved customer inquiries and complaints quickly.

Client Service Analyst

UnitedHealth Group (OptumRx)
08.2018 - 02.2021
  • Team leader and Subject Matter Expert
  • Project and innovation support which included creating custom processing form reducing errors by 30%
  • Collaborated with Department manager to create and update SOP documents for all required procedures
  • Produced and led training for existing and new employees.
  • Enhanced team productivity by collaborating on projects, sharing knowledge, and addressing issues promptly.

Enrollment Specialist

UnitedHealth Group (UMR)
01.2017 - 08.2018
  • Provided ongoing support to clients and members, fostering strong relationships and high satisfaction levels.
  • Researched and resolved escalated inquiries and corrected as needed
  • Updated, entered, and reviewed member data.
  • Built and maintained critical working relationships with clients and internal partners

Customer Service Advocate

UnitedHealth Group (OptumRx)
08.2014 - 01.2017
  • Communicated with members, pharmacies, and other professionals in high-volume call center setting
  • Quality Subject Matter Expert
  • Responsible for supporting top-tier complex clients’ accounts.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.

Education

Associate of Science - Cybersecurity

University of Phoenix
Virtual
10.2023

Skills

  • Client Support
  • Product Support
  • Business Analysis
  • Process Improvement
  • Mentoring and Coaching
  • Oracle
  • Salesforce
  • ServiceNow
  • Confluence
  • Microsoft Office
  • SharePoint
  • Smartsheet
  • Jira
  • Looker

Timeline

Product Support Partner

Sterling
11.2021 - Current

Client Success Associate

Sterling
02.2021 - 11.2021

Client Service Analyst

UnitedHealth Group (OptumRx)
08.2018 - 02.2021

Enrollment Specialist

UnitedHealth Group (UMR)
01.2017 - 08.2018

Customer Service Advocate

UnitedHealth Group (OptumRx)
08.2014 - 01.2017

Associate of Science - Cybersecurity

University of Phoenix

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Kyle Madden