Shan Jenkins

• Advised enterprise teams on Copilot AI workflow configuration, evaluation, and adoption across customer environments
• Analyzed usage data and customer feedback to identify workflow improvements and efficiency gains
• Partnered with engineering and product teams to refine automation and virtual agent solutions
• Tracked adoption metrics and success indicators to support customer success planning
• Supported testing, validation, and documentation of AI driven workflows

• Led customer success and service delivery improvements across workforce program operations
• Built reporting tools to track performance, compliance, and service outcomes
• Facilitated leadership reviews to evaluate metrics, risks, and improvement plans
• Standardized intake, documentation, and reporting workflows to increase efficiency
• Delivered training sessions to improve adoption and process consistency

• Managed more than 150 enterprise healthcare clients with retention above 90 percent
• Served as escalation lead for high-risk service issues and resolved cases within SLA targets
• Led cross functional teams across operations, analytics, and network management
• Standardized executive reporting templates and playbooks across client accounts
• Identified growth opportunities within existing accounts and supported contract expansion

• Managed operational performance for enterprise healthcare customers using KPI tracking
• Oversaw customer lifecycle management across enterprise accounts, using customer health metrics and performance tracking to reduce risk and improve service outcomes
• Partnered with internal teams to resolve escalations and improve workflows
• Identified service gaps and created performance improvement plans
• Supported customer lifecycle management across multiple accounts

• Analyzed healthcare operations data to support performance reporting and service improvement
• Worked with leadership to review trends and identify risk areas across provider and health plan accounts
• Supported customer reporting requests and operational reviews for enterprise clients
• Maintained HIPAA compliant documentation and data handling procedures
• Managed operational support for more than 50 healthcare customers while ensuring service delivery met internal quality and compliance standards.
• Promoted from UnitedHealthcare to Optum based on strong performance, customer satisfaction, and ability to manage larger accounts

• Managed SaaS customer success portfolio focused on onboarding, customer lifecycle management, renewals, and expansion across enterprise accounts
• Led implementation projects and customer onboarding programs
• Delivered executive reviews to identify expansion opportunities
• Maintained Salesforce pipeline, renewal forecasts, and performance reports
• Resolved complex customer issues using root cause analysis
• Partnered with product, support, and operations teams to improve outcomes