Sue Hill

Experience

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  Chartwells (Higher Education Division) - Texas State University

  Jul 2000 - May 2001

  Marketing and Operations Coordinator

  • Assisted the Marketing Director in planning and implementing monthly events to encourage customers (students) to dine at 1 or more of the 5 dining facilities on campus• Aided in the production and presentation of Marketing Plans to senior management• Designed and distributed the monthly newsletter to all resident students to include menu, upcoming events and results of previous months events• Created signage for 5 dining facilities as well as brochures for Catering Department

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  Direct Hit Data, Inc.

  Aug 2001 - Apr 2010

  Business Analyst – Customer Advocate Level IV

  Performed product, market, operational and related research to support business operational management within various departments and programs. Analyzed, assembled and presented a variety of briefings and reports to both clients and senior management on promotion results. Coordinated and supported the development and implementation of projects and survey initiatives. Assisted customers with weekly check runs, promotion set up, and responded to all requests timely. Compiled data and reviewed Excel spreadsheets for accuracy and completeness. Managed and updated client sales force, customer and distributor database for accurate regional sales area reporting.• Streamlined operational efficiencies by working with each employee to learn their role, coach on new techniques and train on software tools to increase employee productivity and eliminate duplication reducing the time to complete processes and reporting.• Documented business and daily operations procedures in user-friendly formats for all employees to use. This helped not only in the onboarding of new employees, but in maintaining current employee processes alleviating inconsistencies between departments.• Implemented daily quality assurance checks by requiring peer review of Customer Advocates’ work to ensure database integrity from data entry errors as well as programing inconsistencies safeguarding the clients’ reputation.• Engaged with 6 major foodservice clients to gather software requirements and business rules then translated to all appropriate internal departments: Client Services, Executive, Information Technology and Fulfillment to confirm data is captured, calculated and reported properly ensuring promotion success and customer satisfaction. Show less

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  Luckie & Company

  Apr 2010 - Dec 2013

  Account Executive – Project Manager

  Coordinated project schedules from initiation to completion and implemented action steps to ensure timely delivery of materials, resolving any issues throughout project life cycle. Collaborated with agency colleagues to recommend and execute advertising strategies for a Fortune 500 brand. Established and nourished sustainable relationships with clients, partner agencies and vendors. • Assigned and tracked an average of 200 toll-free phone numbers for 10 - 15 campaigns each month to ensure 100% accuracy and prevent duplication in tracking and reporting.• Created and presented weekly campaign tracking reports to clients with meticulous attention to detail and accuracy.• Utilized Excel daily to track and report data on campaign progress and results. Show less

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  CaptureRx

  Feb 2014 - Oct 2016

  Manager – FQHC Account Management, Sr. Account Manager – Hospitals

  Managed a team of Account Managers, direct liaisons between pharmacy and key personnel at Hospital and Federally Qualified Health Centers. Coordinated client and department meetings and trainings to include HIPAA compliance, audit questions and assisted with reports. Managed products sold after implementation, performing regular account reviews, as well as encouraged clients to expand current business to increase compliance in support of client business objectives and maximizing client revenue. Compiled, analyzed and reported on client data utilizing Excel and PowerPoint. Resolved escalated client issues or complaints timely and maintained accurate documentation and follow-through in Salesforce.• Restructured the FQHC department through effective management, training and mentoring of my team responsible for over 250 clients. This directly led to an increase in customer satisfaction from a 37% approval rating in 2015, to an 88% in 2016.• Successfully managed a pilot inventory reconciliation project for one of our highest volume clients by coordinating efforts between multiple departments leading to a more compliant, audit-ready program.• Consulted as a subject matter expert for both internal and external stakeholders by providing training and guidance on the complex 340B Program.• Cultivated and managed long-standing client relationships with key health centers through trust building rapport. Delivered impactful solutions by training and providing educational consultations leading to increased brand loyalty and client retention. Show less

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  The Miner Corporation

  Nov 2017 - May 2019

  Project Coordinator – Facility Services Specialist/CSR

  The primary link between a prominent nationwide client and service partners to provide excellent customer satisfaction and expertise in the facilities business.• Coordinated the day-to-day operations of dispatching techs and managing proposals applying Excel formulas to manage the costs and expenses of equipment repair. • Established and nourished relationships with our clients and service partners to encourage new and repeat business opportunities.• Maintained on-going correspondence with clients, service partners, and on-site contacts throughout the entirety of a project utilizing Salesforce, Outlook, and telecommunications. Show less

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  FCE Benefit Administrators, Inc.

  May 2019 - Jan 2021

  Implementation Manager

  Served as a liaison between FCE and the client as an Implementation Coordinator. Oversaw the plan implementation process and workflow within key departments for over 30 new and renewing clients. Promoted to Implementation Manager after 10 months to manage the Implementation Coordinators, ID Card Analyst, and the Document Production and Compliance team members to ensure a smooth implementation process for over 150 clients.• Developed and maintained business relationships, conducted weekly meetings with new and existing clients, C-level executives, HR Personnel, carriers, and vendors to support both client and company goals and initiatives.• Employed client retention strategies that fostered client satisfaction and loyalty by communicating regularly via email, phone and Zoom meetings.• Identified plan performance problems and/or service issues and resourced the departments and stakeholders necessary to rectify; collaborated with Operations departments to fix root-cause issues.• Built reports to communicate progress of new groups and renewals and distributed to Account Executives and Upper Management.• Assisted and advised team timely when questions or escalated issues surfaced, as well as created and implemented new policies and procedures as needed to remain compliant.• Strategized with Account Executives and Sales for annual benefit renewals; worked with marketing department to develop and facilitate open enrollment employee communication campaigns. Show less

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  Accenture

  Apr 2021 - Nov 2022

  Transaction Processing/Implementation Analyst

  * Insurance Implementation tasks and support complex issues/problems in onboarding a client of up to 500 lives for life products, case installation activities and support client inquires.* Work with the sales team and account management team to onboard and integrate new clientsInterprets day-to-day business objectives effectively to support team lead work assignments and priority cases.* Utilize resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency* Learn and be proficient with client’s incident management and knowledge management tools, client information systems, and service desk procedures* Utilize industry experience to support client questions, escalations, problem solving and industry questions.* Support a trusted advisor relationship with key executives, management, and direct service healthcare provides*Understand root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction* Understand and adhere to client Service Level Agreements and department's/product's key performance requirements* Demonstrate understanding of the customer's business needs or market and maintains high customer satisfaction ratings Show less

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  CaptureRx

  Nov 2022 - now

  •The ECRM is the key liaison for service and operational support•Ensures efficient and timely training of new customers by communicating and managing customer expectations and assisting them through successful completion of the training process•Establish communication with entity users to provide guidance and Cumulus training while transitioning out of implementation•Sets clear customer expectations, explain processes and flow of monetization•Performs account maintenance to include updating contracts and ensuring client information is accurate in SalesForce•Ensures appropriate levels of customer service and operational support to clients, so value received by client is CRM responsibility•Evaluate program financials and provide guidance for improvement•Identify clients core values and program needs to build effective processes to support those areas•Compile and review financial reporting of clients 340B program•Advise clients on program opportunities and potential vulnerabilities•Regularly reviews health and frequency of Patient Encounter and Prescriber update files to ensure positive account performance•Recommends and conducts follow-up training with assigned Client and or Team•Ensures all incoming customer requests are acknowledged within one business day•Proactively monitors service performance levels and works across the organization to expeditiously resolve issues•Leverages Salesforce as the customer relationship management tool for documenting all customer contacts and deliverables that require follow-up. (redundant)•Recommends and contributes to internal process improvement for customer service and business operations•Conducts analysis on account performance and identifies customer service strengths and weaknesses to determine and suggest opportunities for improvement•Lead key customer initiatives and discussions ensuring accountability for SalesForce accuracy and provide customer validated documentation Show less

  • Client Management Lead

    Jun 2024 - now

  • Entity Customer Relationship Manager

    Nov 2022 - Jun 2024