Prince-Malik Lanier
Hollywood
Summary
Client relations, retention, and operations leader with experience managing large client portfolios, leading cross-functional teams, and using performance data to drive service quality, retention, and operational efficiency. Proven ability to align stakeholders, conduct business reviews, support technology adoption, and execute programs in regulated and logistics-driven environments.
Overview
8
8
years of professional experience
Work History
Director of Client Relations & Retention
American Health Marketplace (AHM)
01.2023 - Current
- Own client relationship and retention strategy within a regulated, high-volume environment
- Lead 60-70 employees across client relations, retention, and operations
- Conduct client and retention reviews using performance, utilization, and quality data
- Serve as senior escalation point for complex client and stakeholder issues
- Partner with executive leadership to align client outcomes, retention, and operations
- Support system adoption and optimization through training and reporting
Sales Manager - Client Operations & Performance
SelectQuote
01.2021 - 01.2023
- Led client-facing teams within a highly regulated insurance environment
- Managed operational performance, compliance adherence, and service quality
- Analyzed productivity and utilization metrics to guide workflow improvements
- Conducted performance reviews and operational assessments
- Ensured CRM accuracy, documentation integrity, and regulatory compliance
Logistics Operations & Training Lead
FedEx
01.2018 - 01.2021
- Supported logistics operations in a time-critical, SLA-driven environment
- Coordinated workflows to ensure on-time movement and tracking accuracy
- Trained team members on operational systems and performance standards
- Identified process inefficiencies and supported continuous improvement
Education
Diploma -
Everglades High School
Skills
- Client Relations & Retention
- Account Management
- Stakeholder Engagement
- Program & Operations Leadership
- Performance Metrics & Data Analysis
- Compliance & Risk Management
- Logistics & Workflow Coordination
- Technology Adoption & Training
- Executive Reporting
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook & Teams
- CRM Platforms
- Performance & Operations Dashboards
- Workflow & Ticketing Systems
- Data Entry, Validation & Documentation
- Process Documentation & SOPs
- System-Based Compliance Tools
- Multi-Platform Navigation in High-Volume Environments
Technology And Systems
- Microsoft Excel (Reporting, Analysis, Dashboards)
- Microsoft PowerPoint (Executive & Client Presentations)
- Microsoft Outlook & Teams
- CRM Platforms (Salesforce-type systems)
- Performance & Operations Dashboards
- Workflow & Ticketing Systems
- Data Entry, Validation & Documentation
- Process Documentation & SOPs
- System-Based Compliance Tools
- Multi-Platform Navigation in High-Volume Environments
Core Expertise
- Client Relations & Retention
- Account Management
- Stakeholder Engagement
- Program & Operations Leadership
- Performance Metrics & Data Analysis
- Compliance & Risk Management
- Logistics & Workflow Coordination
- Technology Adoption & Training
- Executive Reporting
Timeline
Director of Client Relations & Retention
American Health Marketplace (AHM)
01.2023 - Current
Sales Manager - Client Operations & Performance
SelectQuote
01.2021 - 01.2023
Logistics Operations & Training Lead
FedEx
01.2018 - 01.2021
Diploma -
Everglades High School