Yolanda VanOost
Mount Pleasant,WI
Summary
Results-driven Account Manager with a robust background in cultivating strong client relationships and ensuring exceptional customer satisfaction. Proven track record of driving revenue growth through strategic account management and effective cross-functional collaboration. Expertise in analyzing client needs and delivering customized solutions consistently enhances client retention and improves overall business outcomes. Passionate about leveraging insights to foster long-term partnerships and contribute to organizational success.
Overview
2018
2018
years of professional experience
Work History
Account Management, Specialty Manufacturer Service
CVS Specialty Pharmacy
2018 - 2025
- Collaborated with cross-functional teams to streamline processes and improve customer satisfaction ratings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information ina timely manner.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Led quarterly business reviews to review the quarterly metrics and to set goals for improvement.
- Trained new Account Managers on departmental operations, and service.
- Coordinated and facilitated capability and strategic meetings with my pharmaceutical partners
Senior Affinity Consultant
Metropolitan Life Insurance Company
01.2009 - 01.2018
- Provide hands-on support to the following business initiatives to attain set-forth goals:
- Account planning and renewal;
- Plan update and additional coverage;
- Benefit proposal presentation and finalist meetings participation;
- Underwriting with specialty market requests for proposal (RFPs).
- Effectively supervise over 500 customer implementations; and a five-member team accountable for completing monthly renewals for a block of business.
- Facilitate in-depth discussions on complex policy/certificate issues with customer and their legal representatives.
- Administered the annual average of 40 unions, professional employer organizations (PEO), associations, and specialty market business.
- Preside over comprehensive training to new hires regarding their new roles in specialty market area.
Client Manager
Trustmark Insurance Company
01.2002 - 01.2008
- Served as a head of the Disaster Recovery Team, ensuring data integrity and security.
- Administration of new and existing fully insured and self-insured client accounts of up to 500 lives;
- Observation of regulatory compliance and implementation of Health Insurance Portability and Accountability Act (HIPAA);
- Facilitation of quarterly meetings with client groups and brokers, providing updates on utilizing benefits and suggesting alternative products.
- Functioned as a member of the Product Implementation Committee in rendering seamless transition for new administrative procedures and products.
- Boosted customer satisfaction and timely plan implementation by training a team of 10 full-time and contractual employees, including premium auditor, group contractor, employer service representative, underwriter, and claims specialists.
- Received Letter of Appreciation from the vice president of client management for outstanding customer services.
Education
Accounting
Oakton Community College
Des Plaines, ILSkills
- Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)
Accomplishments
- Through my relationship with a strategic partner, CVS was able to add three gene therapy products to their drug list.
- Made a major contribution to the MetLife team's project planning, a step-by-step document, detailing necessary details for a successful project implementation for new clients, thus reducing errors by 60% and leading to customer satisfaction and retention.
- Improved business revenue for Trustmark by approximately 5% to 10% annually through inclusion of new products to client plans.
Timeline
Senior Affinity Consultant
Metropolitan Life Insurance Company
01.2009 - 01.2018
Client Manager
Trustmark Insurance Company
01.2002 - 01.2008
Account Management, Specialty Manufacturer Service
CVS Specialty Pharmacy
2018 - 2025
Accounting
Oakton Community College