Michael Dee
Duluth,MN
Summary
Hard working friendly and flexible, understands the importance of being a team player. Passion for customer service and, an understanding of the importance in customer satisfaction. Experience with face-to-face customer relations. Excellent communication and people skills. Excellent and building relationships both with internal and external partners.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
ConnectureDRX
01.2024 - Current
- Responsible for my own clients supporting tickets via Jira/Atlassian, loading provider data and providing prompt customer service to our carriers upon and completing the implementation life cycle
- Assigned and oversaw our top 5 client relationships from an implantation and customer service perspective
- Responsible for new product implementation and seeing them through for the entire life cycle
- Lead Project Manager on a Voice of the customer project to improve and implement customer satisfaction
Sales Operations Senior Consultant
UNITEDHEALTH GROUP
06.2022 - 08.2023
- Responsible for Medicare Supplement online enrollment systems technologies and vendor management from a business perspective for the agent distribution channel
- Responsible for inputting system enhancements and projects to prioritize with digital teams and development teams from feedback from agents to create a better sales experience
- Collaboration with external partners and vendors based on feedback to drive sales and agent / customer needs
- Ticketing system quarterback for all incoming tickets for the online enrollment system 'LEAN' as well as Serivicenow and JIRA
- Lead SME for Medicare Supplement rates implementation for external vendors and systems
- Project Management – Major contributor in assisting it the redesign of multiple enrollment systems
- Drive Sales – Lead for current project to implement enrollment tool for 2 external partners
- Convinced 2 more external partners to connect to our rate API for the most accurate and real time rates
- Complex Issues – Knowledge of all systems / CRMS to solve complex customer issues
- Vendor Management – Experience building relationships from agents, internal partners and external vendors and partners
- External Providers - Was the main contact for external partners such as Sunfire Matrix, ConnectureDRX, CSG
Supervisor of Business Development – Agent Distribution Channel
UNITEDHEALTH GROUP
01.2008 - 06.2022
- Helpdesk ticketing online enrollment systems lead
- Trouble shooting issues reported from the Producer Help Desk and identifying defects and working with IT and Development teams to get those issues fixed and tested
- Direct work with corporate call center brokers to onboard new partners from an implementation perspective in regard to enrollment systems and reporting
- Responsible for day-to-day work with Vendors that display our plans and rates
- Sales Contribution – Major role in creating an online enrollment platform with one of our external vendors CSG Actuarial
- Rate Distribution – Responsible for getting rates to all vendors and partners to be displayed on their sites and platforms
- Process Improvement – Responsible for setting up vendors and partners on our internal rate API system so they can access our rates directly taking out the manual process
- System Quality Improvement - Auditing and testing of system limitations to help develop fixes and ideas for problem tickets and enhancements for future releases
- Process Improvement – Self-taught to make macros for our team to be more efficient
- People skills – Constantly chosen by leadership to represent our team as an ambassador to other groups and meetings to discuss process flows for better global operations
Education
University of Wisconsin Superior
01.2005
Situational Leadership -
United Healthcare training
01.2011
Skills
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Access
- SharePoint
- ISET
- Macro Express
- Jira
- Atlassian
- Servicenow
Timeline
Customer Success Manager
ConnectureDRX
01.2024 - Current
Sales Operations Senior Consultant
UNITEDHEALTH GROUP
06.2022 - 08.2023
Supervisor of Business Development – Agent Distribution Channel
UNITEDHEALTH GROUP
01.2008 - 06.2022
University of Wisconsin Superior
Situational Leadership -
United Healthcare training
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