Shannon Black
Richardson,TX
Summary
Strategic and people-focused leader with a proven ability to improve operations, build strong teams, and drive organizational success through collaboration and innovation.
Overview
13
13
years of professional experience
Work History
Director, Sales Solutions
BlueCross BlueShield
09.2025 - Current
- Recruited, developed, and directed a team of 2 unit managers, 1 senior supervisor, and 52 individual contributors to enhance support for new sales ranging from 151 to 10,000 lives and existing accounts from 151 to 2,000 lives across all Texas markets.
- Managed state budget for marketing operations cost center, ensuring optimal allocation of resources.
- Facilitated collaboration with internal and external partners to effectively manage and resolve escalated issues.
- Designed and implemented structured procedures and assignments to achieve departmental objectives effectively.
- Monitored and updated records related to account renewals and maintenance status to facilitate seamless account management.
- Engaged with leadership teams to assess and implement strategies that bolster operational efficiency and foster customer growth.
Sr. Manager, Market Delivery
Blue Cross Blue Shield
09.2024 - 09.2025
- Established and led a high-performing team of 2 senior supervisors and 24 individual contributors to drive support for sales and account management initiatives across Dallas-Fort Worth and Austin markets.
- Supervised financial planning to optimize marketing operations expenditures.
- Coordinated efforts to address and resolve escalated issues with internal and external partners, ensuring comprehensive follow-through.
- Achieved streamlined operations by developing departmental objectives and implementing effective procedures and assignments.
- Conducted thorough audits and systematically updated records to reflect current account renewal and maintenance statuses.
- Collaborated with internal leadership to evaluate and enhance processes driving operational efficiencies.
- Oversaw the compilation and analysis of sales and account management data to enhance operational efficiency and performance insights.
Unit Manager, Marketing Operations
Blue Cross Blue Shield of Texas
10.2019 - 09.2024
- Managed and cultivated a high-performing team of 25, including a senior supervisor, to deliver exceptional support for sales and account management operations across Dallas-Fort Worth and Austin regions.
- Managed budget allocation and oversight for marketing operations cost center.
- Coordinated efforts to address and resolve escalated issues with internal and external partners, ensuring successful outcomes.
- Led the development of departmental objectives and oversaw the implementation of structured procedures and assignments to enhance team efficiency.
- Conducted thorough audits and systematically updated records to reflect current account renewal and maintenance statuses.
- Facilitated process reviews with internal leadership to optimize operations and support sustainable customer expansion.
Sr. National Account Manager
BlueCross BlueShield
06.2017 - 10.2019
- Supported sales and account management efforts to enhance client acquisition and retention processes.
- Executed comprehensive research on inquiries to provide informed responses.
- Coordinated efforts among various departments to guarantee prompt and accurate completion of inquiries.
- Conducted research and compiled relevant data to support proposal creation.
- Compiled and analyzed data to generate comprehensive reports.
- Coordinated and led enrollment sessions, ensuring comprehensive information delivery to prospective participants.
Client Service Specialist
Blue Cross Blue Shield
08.2016 - 07.2017
- Collaborated with sales and account management to enhance client retention and expand business opportunities.
- Facilitated client satisfaction through proactive communication and support.
- Managed high-priority member and client issues, facilitating timely solutions and maintaining service quality.
- Coordinated efforts between operations and account management to align plans with client objectives.
- Established and maintained effective communication with clients to ensure satisfaction and retention.
- Performed comprehensive audits and evaluations of plans to ensure system integrity and operational efficiency.
Claims Coordinator (Core and HCSC)
BlueCross BlueShield
12.2014 - 08.2016
- Handle miscellaneous Coordinator claim/inquiry including manually processing complex claims.
- Coordinating testing for contract updates, new group implementation, and system upgrades.
- Act as a liaison between the Full-Service Unit and other departments.
- Assisting management in the implementation of procedural revisions.
- Conducting technical training programs in utilization of new processing functions and procedural matters.
Customer Advocate
BlueCross BlueShield
03.2013 - 12.2014
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Educated members on benefits and claims processes to enhance understanding.
- Collaborated with cross-functional teams to streamline service delivery and improve customer satisfaction.
- Mentored junior staff in customer service protocols and best practices for optimal performance.
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
Professional Summary
Results-driven professional with a passion for managing people, developing high-performing teams and delivering exceptional client-focused service. Committed to building strong relationships, driving operational success, and fostering a culture of accountability and growth.
Timeline
Director, Sales Solutions
BlueCross BlueShield
09.2025 - Current
Sr. Manager, Market Delivery
Blue Cross Blue Shield
09.2024 - 09.2025
Unit Manager, Marketing Operations
Blue Cross Blue Shield of Texas
10.2019 - 09.2024
Sr. National Account Manager
BlueCross BlueShield
06.2017 - 10.2019
Client Service Specialist
Blue Cross Blue Shield
08.2016 - 07.2017
Claims Coordinator (Core and HCSC)
BlueCross BlueShield
12.2014 - 08.2016
Customer Advocate
BlueCross BlueShield
03.2013 - 12.2014