Leah Groos

Part of a clandestine team of creatives brought in to rethink how the future of managing healthcare payments should look, feel, and behave for payer, employer, and consumer.

Lead service innovation, championing an intelligent, automation forward designed to drive down cost of service at scale

• Built and Lead customer experience teams
• Spearheaded Customer Focused cross-functional initiatives
• Responsible for designing and delivering KPI's with a strong focus on customer retention, increasing stickiness and customer obsession (NPS, eNPS, CSAT, FRT, CIR)
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
• Raised NPS from 7 to 52
• Mitigated business risks by working closely with Bank Operations and Compliance/Risk Officer
• Utilized telephone, online chat, social, and email platforms to deliver outstanding customer service
• CSat >90%
• Reduced CIR to
• Build & maintain extensive knowledge base, macros, and AI bot flow logic

• Lead a team of analysts and customer operations specialists to drive tech innovation, efficiency, and control TCoS
• Worked with leadership to set and execute Customer Operations Strategy across all business verticals with a keen eye on Csat, NPS, and regulatory compliance
• Drove tech acquisition, implementation, and optimization to achieve business goals of 100% customer automation and self service enhancements
• Crafted and drove direction for a mature VOC program to build customer-to-product feedback loop for product improvement
• Responsible for meeting OKRs and delivering on KPI's

• Worked with leadership to set the direction of coaching initiatives, defining and developing potential partners, communicating progress, and ensuring business success through well-defined measurement criteria
• A focus on outstanding customer service, strong teamwork with internal and external partners, and inspiring, mentoring and growing team members is essential
• Assess current operations, coach record-keeping processes, and service delivery and implement a plan of action for process and efficiency improvement
• Determine performance metrics for client satisfaction, impact, and outcomes, and enhance dashboard of analytics for coaching team operations
• Collaborate with internal and external partners to effectively implement and promote high engagement client programs
• Work with Insights team to define and deliver client reporting strategy and data story.

• Salesforce, TalkDesk, and ZenDesk admin and owner
• Responsible for hiring, training, & leading a virtual & on the ground team while developing new Customer Service procedures to maximize business performance & client success
• Creating agent efficiency & leveraging technology to increase agent:case, ticket deflection, end user satisfaction, & decrease first response time while keeping head count optimized
• Collaboration with C-suite, developers, marketing, data, & leadership teams to assess end user success & strategies to improve outcomes and product design
• Brought VOC into product development
• Ensured compliance with HIPAA, GINA, ADA & all other regulations
• Implemented customer satisfaction survey system - average 4.5 out of 5.0
• Created and implemented Agent Scorecard for annual reviews and continued growth
• Created Professional Services model to drive new revenue streams & meet customer demands
• Data analytics to drive and influence dev teams, account management strategy, & internal operational process.

• Created & scaled Member Experience department; handling >5000 cases/month
• Set & exceeded primary KPI's
• Key player in building relationships with clients & internal partners
• Designed & managed QA process for new & on-going clients.

• Increased employee engagement & drove wellness initiatives for over 40 clients
• Primary strategist to ensure global enterprise clients met engagement, health, & business goals
• Lead training & on boarding of new Account Managers & other key personnel
• Developed & implemented internal workflows & training standards in high growth

• Created the operational foundation for account management
• Managed 19 clients & resellers from pre-sale through launch
• Developed, implemented, & facilitated client health & well-being initiatives, programs, & provided consultative & thought leadership with strategic solutions
• Organized and lead successful customer implementations, continued interactions from weekly meetings to quarterly business reviews
• Evaluated company culture, surveyed employees & ensured program design & marketing strategies is aligned
• Facilitated collaboration across internal teams & external vendors
• Coordinated, staffed, & managed onsite health screening for clients nationwide.