Wendy Martin
Omaha,NE
Summary
Ambitious Senior Account Manager with a tenacity for increasing profits and maintaining client relationships through persuasion and fantastic communication. Dedicated to innovation, forward-thinking and modern sales techniques used to cultivate a productive workspace and long-lasting client and customer relations. Detailed Senior Account Manager offering experience in delivering client-focused solutions and successfully managing multiple projects. Excellent critical thinking, problem-solving and communication skills.
Overview
21
21
years of professional experience
Work History
Senior Account Manager/Implementation Project Manager
PayFlex/ Millennium Trust/Inspira Financial
02.2016 - Current
- Administer open enrollment annual operational budget from $3k-$200k while collaborating with leadership to achieve the company’s long-term goals while aligning with the organization vision
- Provide progress updates, reports, and performance metrics per contractual requirements to the Senior leadership, clients, and brokers
- Collaborate with other account managers within the organization and outside consultants and brokers to achieve growth and renewal goals
- Maintain successful retention of assigned clients, by responding timely and providing excellent service
- Lead meetings with the clients, brokers and internal management and colleagues
- Coordinate and attend Open Enrollment meetings on and off site
- Provide virtual open enrollment presentations as needed
- Coordinate plans and specifications with the file team to manage successful file transmission for clients and vendors
- Strong time management, organizational skills and diligence managing book of business of 25+ clients
- Provide support to implementation with the add on of new products to existing clients
- Upsell products to existing clients to help their business and increase revenue internally
- Part of the Virtual OE team to help clients during the pandemic
- Participate in all meetings and assist in the presentation of materials to upper management
- Provide training and support to new colleagues.
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Mentored junior account management professionals to develop skills and increase company revenue.
- Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
- Conducted regular reviews of each managed portfolio''s performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Boosted client satisfaction by effectively managing and resolving account issues.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Negotiated favorable contract terms with suppliers/vendors on behalf of clients while maintaining strong relationships with them at the same time.
- Monitored and tracked project progress to support timely completion.
- Updated customers and senior leaders on progress and roadblocks.
- Partnered with project team members to identify and quickly address problems.
- Established and enforced project timelines and deadlines.
- Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
- Improved client satisfaction with thorough requirement analysis and timely communication of progress updates.
- Fostered a culture of continuous improvement by soliciting feedback from team members and implementing changes to enhance efficiency and productivity.
- Maintained detailed records of all projects completed within scope, budgetary constraints, and specified deadlines.
- Developed comprehensive project plans to ensure on-time delivery and successful outcomes.
- Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
- Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.
- Recorded accurate and efficient records in customer database.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Business Office Manager
Marquis Place Assisted Living
04.2015 - 04.2016
- Manage A/P in Oracle software and A/R in Health Medex software
- Resident billing and statements for family members
- Payroll process for 80 Employees
- Manage team member benefit elections
- Manage enrollment, terminations, FMLA and leave of absence
- Manage open positions and posting to job boards
- Manage Long Term Care policies for residents and family members
- Assist Marketing with tours of the facility as needed
- Manage day to day operations at Marquis Place
- Answer phones and assist customers
- New hire paperwork and onboarding
- Financial reports and reconciliation.
- Updated reports, managed accounts, and generated reports for company database.
- Managed financial operations for the business, ensuring accurate budgeting and timely invoice processing.
Office Manager
Morning Star Lutheran Church
10.2014 - 03.2015
- Organization and maintenance of church calendar
- Prepare, proof, print, and disburse weekly bulletins and PowerPoint
- Create monthly newsletter and weekly reminders for church members
- Coordinate scheduling for weddings and baptisms
- Prepare Annual Reports
- Prepare and maintained an Office Procedures & Reference Manual
- Kept accurate membership records (new members, baptisms, weddings, deaths, etc.) Manage employee files, payroll, and benefit elections.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Business Office Manager
Esprit Whispering Ridge
04.2014 - 09.2014
- Onboarding every two weeks for new team members
- Team member benefit elections
- Insurance enrollment, terminations, FMLA and leave of absence
- Reconciled monthly Insurance billings for all insurance plans
- Manage Isms applicant tracking system
- Manage open positions and posting to job boards
- Payroll process in Kronos for one hundred employees
- Manage A/P in Lawson software and A/R in Service Minder software
- Month End reports and reconciliation.
Human Resource Generalist-Benefit Specialist
Hillcrest Health Services
06.2012 - 11.2013
- Manage the applicant tracking system
- Forward applicants to hiring managers for review
- Onboarding every two weeks for new team members
- Responsible for all team member benefit elections
- Managed enrollment, terminations, FMLA and leave of absence
- Reconciled monthly Insurance billings for all insurance plans
- Track change of status/terminations for eligibility of insurance or Cobra
- Manage all work comp incidents at all service lines
- Provide monthly reports to management for turnover and unemployment
- Manage open enrollment process for 700+ employees.
- Developed strong customer relationships through attentive listening and prompt resolution of concerns.
- Coordinated schedules, set appointments, and prepared related materials.
Human Resource Coordinator
Advance Services, Inc
09.2011 - 04.2012
- Recruiting, screening applicants, scheduling interviews, background checks and extending job offers to qualified candidates
- Conducted orientation and new hire training for all new employees
- Payroll process for all clients and time entry for 100+ employees
- Manage multiple clients daily and communicate effectively to ensure smooth processes
- Manage all Work Comp cases through our office to ensure our Claims Manager received all paperwork
- Responsible for weekly and monthly reports to the Regional Manager.
Office Manager
Mid-Plains Podiatry P.C
05.2005 - 04.2011
- Over 6 years of customer service relations in an office environment with patients and customers, both positive and negative issues
- Manage over ten employees and responsible for the hiring/firing and training of new/ existing staff members
- Implement and trained all staff members on the new Practice Management System
- Increased collections by 20% from the previous year after the implementation of the new medical software
- Responsible for all aspects of billing and collections from entering charges, posting insurance payments, managing re-files to insurance carriers, and dealing with patients regarding billing questions
- Ensure all credentialing and licensing for the physician is current
- Manage all aspects for the transition of practice to new location.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Implementation Manager
Misys Healthcare System
08.2003 - 05.2005
- Travel 100% to client sites within the United States, primary territory in the Midwest
- Train Physician staff on all applications of the software to enhance profit and office procedures
- Train individuals and large groups on functionality of software programs
- Implemented all phases of the set up and training.
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
Education
Bachelor’s degree in forensic psychology -
ASU-Arizona State University-Online
01.2024
Skills
- Business Development
- Schedule Management
- Excellent negotiation skills
- Partnership Development
- Customer Relations
- Client Relationship Management
- Goal-Oriented
Knowledge And Skills
- Strong verbal and written communication skills, including presentation development, meeting facilitation, agenda/minutes creation/documentation, and other communication development preferred.
- Experience communicating directly with clients at the senior level.
- Portfolio Management experience
- Advanced knowledge of Microsoft Office, SharePoint, Teams, and all internal systems within PayFlex.
Timeline
Senior Account Manager/Implementation Project Manager
PayFlex/ Millennium Trust/Inspira Financial
02.2016 - Current
Business Office Manager
Marquis Place Assisted Living
04.2015 - 04.2016
Office Manager
Morning Star Lutheran Church
10.2014 - 03.2015
Business Office Manager
Esprit Whispering Ridge
04.2014 - 09.2014
Human Resource Generalist-Benefit Specialist
Hillcrest Health Services
06.2012 - 11.2013
Human Resource Coordinator
Advance Services, Inc
09.2011 - 04.2012
Office Manager
Mid-Plains Podiatry P.C
05.2005 - 04.2011
Implementation Manager
Misys Healthcare System
08.2003 - 05.2005
Bachelor’s degree in forensic psychology -
ASU-Arizona State University-Online
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