Tatiana Ntim-Mackins
Minneapolis,MN
Summary
Versatile Senior Manager specializing in change management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
9
9
years of professional experience
Work History
Senior Manager - Client Services
Surest
06.2021 - Current
- Implemented new client service teams, trained on new product servicing post company acquisition.
- Advocated on behalf of client stakeholders to make changes and introduce initiatives to achieve superior account performance.
- Achieved departmental goals by developing and implementing strategic plans and initiatives.
- Streamlined operations for increased efficiency with process improvements and automation.
- Led cross-functional teams to successfully launch new products, meeting deadlines and budget.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Enhanced internal communication channels, resulting in improved information flow and decision-making processes.
- Maintained employee turnover rates during company acquisition by creating a positive work environment with clear expectations and support systems in place.
- Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
- Led projects to boost client experience using change methodologies to decrease response time by 1.65 business days, and increase self resolution rates by 29% YOY.
Escalated Client Manger
Bind Benefits
06.2020 - 06.2021
- Educate customers about benefits, claims, and support policies and procedures.
- Collaborated with cross-functional teams to identify opportunities for growth and expansion of services offered.
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Provided comprehensive reports on account performance, offering insight into areas of improvement and potential growth opportunities.
- Enhanced client satisfaction by effectively addressing concerns and resolving issues in a timely manner.
- Consistently worked with Account Partners to provide specialized support to promote an improved experience.
- Implemented new processes to streamline workflow and improve overall efficiency within the team.
- Collaborated with internal IT teams to identify system technology gaps, create solutions, and provide training.
Service Operations Manager
Gravie Agency
09.2017 - 05.2020
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations processes.
- Improved service operations efficiency by implementing standardized processes and procedures.
- Enhanced customer satisfaction through proactive problem resolution and consistent communication with clients.
- Developed a high-performing team by providing ongoing training, coaching, and performance evaluations.
- Streamlined workflow for increased productivity with the introduction of new software tools and technologies.
- Successfully retained above 80% of renewing small business clients.
- Conducted monthly reports on client costs, enrollment, and employee inquiries.
- Collaborated with cross-functional teams to develop strategies for improving overall business performance.
- Reduced customer complaints by enhancing communication channels and providing timely resolutions.
Insurance Agent
AllState
02.2015 - 09.2017
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on importance of adequate insurance coverage, fostering trust and loyalty amongst existing client base.
Education
Kaplan Career Institute
Bloomington, MN01.2017
Skills
- Proficient in Salesforce, and Looker
- Skilled in Microsoft Suite
- Experience at digital health companies and healthcare startups
- Superior communication and listening
- Strong collaborator and leadership
- Exceptional client satisfaction
Timeline
Senior Manager - Client Services
Surest
06.2021 - Current
Escalated Client Manger
Bind Benefits
06.2020 - 06.2021
Service Operations Manager
Gravie Agency
09.2017 - 05.2020
Insurance Agent
AllState
02.2015 - 09.2017
Kaplan Career Institute
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