Valerie Garrander
Keyport
Summary
Results-oriented Director of Client Services with 17 years of experience leading client-facing teams, driving customer satisfaction, and achieving revenue growth. Demonstrated expertise in process optimization and fostering long-term client relationships. Skilled in developing and implementing operational automation and service strategies that enhance client retention and maximize value. Committed to delivering exceptional customer experiences and building high-performance teams.
Overview
17
17
years of professional experience
Work History
Director of Client Services
Zelis
Morristown, New Jersey
07.2019 - Current
- Lead and manage a team of 26 client service specialists, ensuring seamless execution of client initiatives and high customer satisfaction ratings
- Act as a direct liaison between internal teams and clients
- Lead the team responding to daily client and internal staff inquiries including client setup, intake, tracking of disputes, and claims data entry
- Partner with Sales & Account Management on any client-related issues, such as claim processing, EDI, and product issues
- Work with SVP of Service Operations on enterprise projects and initiatives as they relate to support services or other operational/IT areas
- Establish KPIs and performance metrics for the client services team, regularly analyzing data to drive continuous improvement
- Responsible for optimizing process and system functionality for assigned teams
- Key contributor in the rebuild of a proprietary claim management system, client portal, and client ticketing system
Client Services Manager
Premier Healthcare Exchange
Bedminster, New Jersey
06.2016 - 07.2019
- Oversought the day-to-day operations of the team
- Built training materials for the Client Services team members, new or tenured
- Reviewed weekly inventory reports, identifying aged items and trends with clients and/or internal teams
- Served as the escalation point of contact for clients and internal department heads regarding Client Services or client claim-related issues
- Managed the daily, weekly, and monthly KPI reporting
- Monitored inventory turnaround to ensure timely processing of claims
- Updated and maintained Standard Operating Procedures (SOPs), identify gaps, and adjust as needed
- Conducted department and employee 1x1 meetings
- Identified efficiencies and improved processes
- Worked closely with P&C on recruiting efforts relating to hiring needs within the Client Services department
- Identified and communicated professional development needs and opportunities for the Client Services Team
Client Services Supervisor
Premier Healthcare Exchange
Bedminster, New Jersey
12.2007 - 06.2016
- Supported Management and Client Service Specialists team members with process or workflow questions as necessary
- Supported new hires and Client Service Specialists training on departmental workflows
- Reviewed weekly inventory reports, identifying aged items for review and resolution
- Worked closely with internal staff/departments and respond to claim-related inquiries
- Monitored turnaround to ensure timely processing of claims
- Conducted department and employee 1x1 meetings
- Supervised and managed Client Services Team time and attendance
- Completed and reviewed Client Services Team annual performance evaluations
Education
Bachelor’s degree - Marketing
Rider University
Lawrenceville, New Jersey05.1998
Skills
- Customer Relationship Development
- Leadership Development
- Workflow Optimization Expertise
- Customer Success Metrics
- Data-Informed Strategy Development
- Experienced with Salesforce and OnBase
- Experienced with Excel, Power BI, and Tableau
Timeline
Director of Client Services
Zelis
07.2019 - Current
Client Services Manager
Premier Healthcare Exchange
06.2016 - 07.2019
Client Services Supervisor
Premier Healthcare Exchange
12.2007 - 06.2016
Bachelor’s degree - Marketing
Rider University
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