Renaldo Bonnaire
Orlando
Summary
Strategic account manager leveraging deep client insights to develop tailored solutions that align with business objectives. Successfully improved client ROI by 15% and reduced churn rates by 30% through proactive relationship management and cross-departmental collaboration. Proven ability to drive revenue growth and enhance customer experiences.
Overview
14
14
years of professional experience
Work History
Senior Client Service Lead
Businessolver
01.2025 - Current
- Led client onboarding process to ensure smooth transitions and satisfaction.
- Managed day-to-day client inquiries and provided timely resolutions.
- Coordinated with internal teams to streamline service delivery and improve client experience.
- Developed strategic account plans to align services with client goals and objectives.
- Presented product updates and innovations to clients during regular business reviews.
- Managed contract negotiations, ensuring favorable terms for both parties involved.
- Oversaw key account relationships by gaining in-depth understanding of needs and interacting directly with key clients.
- Identified new business opportunities with existing customers.
- Managed client relationships through regular communication channels.
Client Operation Lead
Businessolver
02.2023 - Current
- Organized operational activities for clients and handled day-to-day issues.
- Supervised production efforts and completed various quality control
- Conducted quarterly business reviews with clients, analyzing performance metrics and presenting strategic recommendations that resulted in a 15% increase in their ROI.
- Collaborated with the product development team to gather client feedback and prioritize feature enhancements, resulting in a 30% decrease in customer churn rate.
- Managing a complex global account, coordinating with international teams and ensuring seamless service delivery across multiple regions.
- Monitored performance metrics of implemented systems and took corrective action when necessary.
- Led successful contract negotiations, securing a long-term partnership with a major client that accounted for 20% of the company’s annual revenue.
- Implemented a CRM system, streamlining processes and enabling better tracking of client interactions, resulting in a 25% improvement in team efficiency.
- Conducted market analysis and identified emerging trends, positioning the company as an industry leader and capturing a 15% increase in market share within the first year.
- Developing tailored training sessions for clients, to improve their product knowledge and increasing user adoption rates by 30%.
- Developed project plans and timelines for each implementation process, tracking progress against these plans to ensure completion on schedule.
Health Account Manager
Alight/Aon Hewitt
07.2020 - 01.2023
- Share in-depth client understanding with others, and use that understanding to identify ways clients can be better served
- Coach others on providing high quality service and building strong client relationships
- Proactively managed a portfolio of 30 clients, ensuring high levels of customer satisfaction and retention
- Conducted regular check-ins and account reviews to understand customer needs, address concerns, and identify opportunities for upselling or cross-selling
- Maintained comprehensive records of all activities related to system implementations.
- Developed and implemented personalized customer success plans to drive product adoption and achieve customer goals
- Tracked and analyzed customer success metrics, such as customer satisfaction scores, churn rates, and upsell/cross-sell opportunities
- Generated regular reports and presentations to showcase the value delivered to customers and communicate successes to internal stakeholders.
Sr Account Manager/Relationship Manager
Alegeus Technologies
09.2017 - 05.2020
- Built strong relationships with key stakeholders, including executives, managers, and end-users, resulting in increased customer loyalty and referrals
- Acted as a trusted advisor, providing strategic guidance and best practices to help customers maximize the value of products or services
- Collaborated with cross-functional teams, such as sales, marketing, and product, to align customer needs and drive overall customer success
- Was responsible for completing RFP questionnaires from new business and participated in new business onsite meetings.
- Utilized CRM or customer success platforms to manage customer interactions, track progress, and maintain accurate customer records
- Demonstrated in-depth knowledge of the product or service, effectively communicating its features, benefits, and census file overview.
- Conducted product trainings and workshops for customers, empowering them to effectively utilize the product and achieve their desired outcomes.
- Performed quality assurance testing prior to releasing updates or new versions into production environments.
- Assessed customer feedback upon completion of each project in order to identify areas for improvement.
Operation Manager/Business Analyst
Aon Hewitt
12.2015 - 09.2017
- Determined reasons for errors which may include working directly with client or third party vendors to obtain correct data/information
- Facilitated and led client calls to go over adhoc related issues that needed to be resolved for customers.
- Successfully created and automated day-to-day funding activities that required 1 hour and half of work to verify funding to 30 minutes of time
- Successfully managed a “Year end” HSA project, ensuring all HSA reject contributions were not over the IRS MAX, so our customers wouldn’t incur any penalties/fees
- Manages HSA payroll activity for our Multi- client group for accuracy and timing, to ensure payments are paid and applied accordingly to our customers’ accounts
- Researched complex participant benefit issues and formulates resolutions by analyzing fact patterns and applying plan provisions and best practices
- Ability to shift gears and complete ad-hoc request for leadership including financial reports, benefit summaries and client escalations.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
Client Specialist/Instructor
Aon Hewitt
06.2014 - 12.2015
- Conducted market research and competitor analysis to stay updated on industry trends and client needs, providing strategic recommendations
- Resolved complex customer issues promptly, resulting in a 40% reduction in escalations and a 95% customer retention rate.
- Facilitated Tier I to Tier II training initiatives for benefits team to allow universal understanding of spending account administration, in conjunction with core benefits available to our clients
- Worked with clients for a clear understanding of customer issues.
- Actively engaged in coaching and mentoring of other associates while maintaining core day to day responsibilities
- Developed and created training material (power points, quizzes, etc...) that still is being used for current and future training classes.
- Supported sales team members to drive growth and development.
Customer Service On Floor Supervisor
Aon Hewitt
05.2012 - 05.2014
- Managed Quality and development for a team of twenty customer service representatives
- Participated in Client meetings to solicit new business and explain the importance of our products to bring growth to our firm
- Dedicated employment contact for executive escalations task to resolve high complex situations for CEO’s, Account
- Executives and other notable employees who contribute to business decisions for our clients
- Served as the subject matter expert in all spending account departments (FSA, HSA, Commuter and Dependent care accounts)
Education
Bachelor’s degree - Business, Administration
University Of Central Florida
High School Diploma -
Winter Springs High School
Skills
- Experience Preparing Sales Projections
- People Management Proficiency
- Strong Team Building Skills
- Project Management
- Customer Relationship Management
- HR Knowledge
- Supervision & Leadership
- Power BI
- Pre Sale Meetings and Finalist Meetings
- Code and Quality Standards
- Java Programming Language
- Project Planning
- Implementation leadership
- Salesforce
Timeline
Senior Client Service Lead
Businessolver
01.2025 - Current
Client Operation Lead
Businessolver
02.2023 - Current
Health Account Manager
Alight/Aon Hewitt
07.2020 - 01.2023
Sr Account Manager/Relationship Manager
Alegeus Technologies
09.2017 - 05.2020
Operation Manager/Business Analyst
Aon Hewitt
12.2015 - 09.2017
Client Specialist/Instructor
Aon Hewitt
06.2014 - 12.2015
Customer Service On Floor Supervisor
Aon Hewitt
05.2012 - 05.2014
Bachelor’s degree - Business, Administration
University Of Central Florida
High School Diploma -
Winter Springs High School