Tina Dennis
Orlando,FL
Summary
With over 20 years of experience in relationship management, a solutions-oriented leader who consistently implements necessary initiatives to exceed performance metrics. Committed to upholding all laws, regulations, and company policies, strives to deliver exceptional results. Expertise lies in managing relationships and driving success through strategic decision-making and a strong focus on customer satisfaction.
Overview
22
22
years of professional experience
Work History
Client Service Manager
OptumRx
10.2023 - Current
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Managed accounts to retain existing relationships and grow share of business.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Client Account Support Manager
Express Scripts
01.2022 - 10.2023
- Address a wide range of inquiries and requests from internal and external clients
- Plan and coordinate large-scale recovery projects to resolve key account-related issues
- Recommend solutions following in-depth data gathering involving specific client matters
- Utilize Workday and other HR software and tools to manage company data
- Verify compliance with all company policies and procedures during day-to-day operations
- Initiate follow-ups to maintain and strengthen client relationships
- Cigna
Project Manager, Pharma Implementation
Accredo
01.2019 - 01.2022
- Established and evaluated standard policies and procedures while ensuring compliance with all contract requirements and project specifications
- Planned, designed, and scheduled phases for large projects.
- Maintained on-time completion rates of 100% while simultaneously handling multiple projects
- Provided guidance on all facets involving contract negotiations
- Coached staff on various procedures, including project planning, client relations, and policy development
Customer Service Supervisor
CuraScript SD
01.2018 - 01.2019
- Company Overview: Cigna
- Supervised a team of associates within a fast-paced call center
- Established policies and procedures during the development of a new Call Center Program
- Coordinated hiring functions to fill open vacancies
- Created and redesigned new training programs
- Provided coaching and 1:1 sessions to promote skills development among customer service personnel
- Executed staff performance evaluations; shared recommendations for improving overall performance
- Initiated process improvement plans resulting in higher retention rates as well as a notable cost savings
- Identified and resolved employee relations issues in a timely manner
- Cigna
General Manager
Riley Rose
01.2017 - 01.2018
- Managed end-to-end operations, including staff recruitment, onboarding, and sales training
- Met/exceeded sales budget of over $700K annually through staff recruitment and productivity development
- Analyzed store traffic and trends to determine new strategies for revenue growth
- Exceeded payroll goals by 9% YTD through efficient forecasting and strategic execution of task-scheduling
- Developed marketing programs, including innovative social media marketing campaigns
Manager
Ulta Beauty
01.2012 - 01.2017
- Exceeded company performance metrics by 15% while directing day-to-day operations
- Facilitated recruitment, onboarding, and training functions
- Implemented a marketing strategy that increased department revenue by 5% annually
- Analyzed sales, expenses, and trends to determine ongoing standards for weekly goals for revenue, staff productivity goals, and customer retention
- Guided staff toward meeting and exceeding personal sales goals
Store Manager
Ratner Companies
01.2003 - 01.2012
- Oversaw a team of 25 employees while overseeing daily operations of the business
- Managed HR matters, including employee relations, training, and performance reporting
- Collaborated with other personnel and store management to establish growth plans
- Established marketing partnerships with XL106.7 and multiple cities
- Authored proposals accounting for over $3M in company financing and sponsorship opportunities
Education
Master of Arts (M.A.) - Human Resources Development
Webster University
Bachelor of Business Administration (B.B.A.) - Management
Columbia College
Skills
- Project Management
- Contract Administration
- Policy Formulation
- Data Metrics Analysis
- Policy Compliance
- Change Implementation
- Performance Analysis
- Effective Relationship Management
- Cost Reduction
- Strategic Development
- Client Account Oversight
- Team Building
- Financial acumen
- Strong leadership
- Client relationship building
- Client services
Software Technologies
- Workday
- Kronos
- Microsoft Word
- Excel
- PowerPoint
- Windows Operating Systems
Timeline
Client Service Manager
OptumRx
10.2023 - Current
Client Account Support Manager
Express Scripts
01.2022 - 10.2023
Project Manager, Pharma Implementation
Accredo
01.2019 - 01.2022
Customer Service Supervisor
CuraScript SD
01.2018 - 01.2019
General Manager
Riley Rose
01.2017 - 01.2018
Manager
Ulta Beauty
01.2012 - 01.2017
Store Manager
Ratner Companies
01.2003 - 01.2012
Master of Arts (M.A.) - Human Resources Development
Webster University
Bachelor of Business Administration (B.B.A.) - Management
Columbia College
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