Melissa Glass Schoenfeld

• Managed daily custodial care of child
• Provided guidance and direction pertaining to educational tasks and goals for child
• Volunteered as a classroom assistant from preschool through elementary school and as a support person for school fundraising initiatives
• Acted in the capacity of a chaperone for school educational outings
• Supported swim and hockey athletic organizations in a variety of team management roles
• Member of church group that facilitated the delivery of food to community shelters
• Coordinated management of household daily responsibilities and refurbishment projects
• Developed an online clothing resale business
• Computer and internet skills

• Acted in capacity of Senior Account Executive with primary responsibility for Internet based company’s executive Employee Assistance Program (EAP) and Managed Behavioral Healthcare accounts representing more than 40% of Epotec’s revenue
• Coordinated and managed account renewal and sales processes encompassing identification of product and service up-sell opportunities, cost benefit analysis, proposal development and management of contracts
• Assembled and directed cross-functional Software Project Teams to ensure successful implementation of Web site enhancements and client contractual requirements
• Conducted client training initiatives encompassing Web site product implementation, administration and new service offerings
• Responsible for the development and management of proposal implementation
• Participated in a continuous quality improvement project that resulted in the implementation of a client contract renewal process

• Assumed role of primary customer interface regarding all operational issues for assigned NJ Medicaid line of business and associated State Agencies
• Facilitated implementation of start-up operations on existing line of business
• Prepared feasibility and cost analysis determinations for projects as well as timelines and resources while working within defined budget parameters
• Proactively identified procedural and/or operational inefficiencies encompassing claims, member services, finance, network development and information systems and implemented corrective action plans
• Coordinated and maintained client operational performance data

· Managed a budget of over $400,000 and a staff of 8 account managers and supervisors servicing over 1100 commercial health plan accounts in two locations in the CT region

· Guided account managers’ goals of strategic planning and client retention by designing and implementing business plans for all clients with more than 50 employees. As a result of this action, customer retention goal of over 95% was achieved 4 consecutive years.

· Conducted staff performance and bonus reviews resulting in compensation recommendations

· Organized and implemented continuing education initiatives for corporate clients, brokers and consultants. Topics included Internet proficiency, company services and health insurance legislation

· Successfully managed the transition of the servicing of over 500 commercial group health plan accounts from external service representatives to a team of internal customer service personnel; This significantly improved client accessibility and customer satisfaction

· Worked with department heads in developing strategies and plans to increase Oxford’s presence in the Connecticut region