RENEA MYLES
Houston,TX
Summary
Dynamic Client Relationship Manager with 7+ years' experience in sales and service roles for healthcare, insurance, and technology organizations. Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive, and routine communications.
Overview
2027
2027
years of professional experience
Work History
Client Relationship Manager
VOYA FINANCIAL
12.2024 - Current
- Manage enterprise customer accounts representing 10,000+ subscriber lives and $4M in annual recurring revenue, serving as a strategic advisor across customer lifecycle while maintaining 98% month-over-month retention.
- Lead onboarding discussions, customer reviews, training sessions, and strategic planning conversations to align product usage with client goals and business outcomes.
- Acted as strategic point of contact for enterprise client accounts, translating business objectives into coordinated service actions and product initiatives.
- Monitored account activity and platform utilization across healthcare accounts, driving 80%+ utilization of key service resources through proactive customer education and issue resolution.
- Coordinate complex issue resolution with Product, Engineering, Operations, and Support while maintaining client communication, accountability, and follow-through.
- Facilitated renewal readiness and identified expansion opportunities while maintaining accurate Salesforce records and utilizing AI-enabled productivity tools to enhance customer engagement.
Customer Success Manager
GENEDX
12.2022 - 12.2024
- Managed customer onboarding, implementation, and software adoption to align clients with utilization and operational goals.
- Conducted customer training and led business review discussions to drive adoption, increase engagement, and improve satisfaction.
- Facilitated client engagement and software utilization in healthcare technology, collaborating with customers, providers, and internal teams to enhance system use and ensure service continuity.
- Analyzed customer trends, product utilization, and feedback to identify adoption opportunities, support retention, and inform product and process improvements.
- Resolved customer concerns by assessing business impact, coordinating internal resources, and maintaining clear communication throughout the resolution process.
- Reduced authorization turnaround times by 25% and service delays by 30% through workflow standardization and process improvement initiatives.
Service Account Manager Associate (Promotion)
UNITEDHEALTH GROUP
12.2020 - 12.2022
- Served as primary contact for account service inquiries, issue resolution, and relationship management across customer account portfolio.
- Collaborated with account managers, agents, brokers, and internal teams on account management and customer service for healthcare accounts, addressing client needs and resolving complex inquiries to enhance service outcomes.
- Proactively addressed service concerns and monitored customer experience trends, implementing corrective action plans that strengthened relationships and protected account retention.
- Facilitated customer meetings and operational reviews, providing status updates, recommendations, and action plans that aligned with client needs to drive strategic discussions.
- Partnered with technical, operational, and leadership teams to resolve complex customer issues, targeting a 25% reduction in repeat escalations through root-cause analysis and process improvements.
- Documented customer interactions, account updates, escalation records, and follow-up activities in Salesforce and other enterprise systems to ensure account visibility, service continuity, and informed decision-making.
Clinical Administrative Coordinator
UNITEDHEALTH GROUP dba HEALTHSCOPE BENEFITS
2017 - 2020
- Coordinated complex clinical and administrative workflows for cancer and transplant patients participating in the Walmart Centers of Excellence program. Partnered with patients, caregivers, Mayo Clinic, provider organizations, and internal teams to support enrollment, benefits understanding, referrals, and continuity of care.
- Facilitated referrals and appointment coordination for cancer and transplant patients, achieving a 20% reduction in referral-related delays through proactive follow-up and effective stakeholder coordination.
- Coordinated participant intake, enrollment, and eligibility verification to achieve 95%+ documentation completeness for accurate onboarding and timely access to specialized healthcare services.
- Maintained communication among patients, family members, providers, clinical teams, and internal stakeholders to resolve barriers and ensure timely follow-through on participant needs.
- Investigated enrollment, referral, scheduling, and benefits-related concerns, coordinating with teams to resolve issues and keeping stakeholders informed throughout.
- Utilized Salesforce, HubSpot, and reporting tools to maintain accurate records and monitor program activity.
Education
Bachelor of Science (BS) - Public Administration — Healthcare Management
California State University-Dominguez Hills
Carson, CASkills
- Enterprise Client Success
- SaaS Adoption & Product Utilization
- Client Onboarding & Training
- Account Health & Retention
- Client Reviews & Value Demonstration
- Data Analysis & Performance Reporting
- Cross-Functional Project Coordination
- Technical Issue & Escalation Management
- Customer Engagement
Timeline
Client Relationship Manager
VOYA FINANCIAL
12.2024 - Current
Customer Success Manager
GENEDX
12.2022 - 12.2024
Service Account Manager Associate (Promotion)
UNITEDHEALTH GROUP
12.2020 - 12.2022
Clinical Administrative Coordinator
UNITEDHEALTH GROUP dba HEALTHSCOPE BENEFITS
2017 - 2020
Bachelor of Science (BS) - Public Administration — Healthcare Management
California State University-Dominguez Hills
Personal Information
CORE COMPETENCIES
Enterprise Client Success | SaaS Adoption & Product Utilization | Client Onboarding & Training | Account Health & Retention |Client Reviews & Value Demonstration | Data Analysis & Performance Reporting | Cross-Functional Project Coordination | Technical Issue & Escalation Management