Janean Scarborough

Experience

• 

  Colonial Electric Supply

  Jan 2000 - Jan 2001

  Receptionist

  • Maintained administrative, financial & office management activities, greet persons entering establishment, determine nature of visit & escort to appropriate destination.• Collect, sort, distribute and prepare mail, messages and courier deliveries, process and prepare memos, correspondences, travel vouchers, or other documents

• 

  Aria Health Care Inc

  Jan 2001 - Jan 2005

  Switchboard Operator

  • Operate high volume switchboard for 3 hospital campus locations to answer, screen and forward calls, provide patient information, task management, and emotional support.• Report telecommunication network malfunctions• Maintained physician and communication technicians work schedules & contact information

• 

  International SOS

  Apr 2006 - now

  • Lead the Americas Client Services Centre of Excellence, ensuring exceptional support and guidance to internal teams and external clients. Drive productivity, enhance customer experience, and boost service adoption in alignment with the global client success strategy.• Lead regional initiatives and projects, ensuring seamless adoption and collaboration with other CoE teams and regional Heads of Client Success.• Focus on customer retention and growth by refining and optimizing the client implementation process, enhancing satisfaction and productivity.• Leverage data to identify areas for enhancement that boost operational efficiencies, foster a culture of continuous improvement, and communicate essential trends to collaborate effectively with other functions and regions.• Cultivate robust cross-functional networks to support initiatives, ensuring that Client Success teams deliver optimal and effective support throughout all project phases.• Standardize processes while accommodating local business environments, implementing innovative ways of working to enhance client satisfaction and team productivity. Show less • Own and cultivate client success relationships, ensuring a seamless onboarding, implementation, training, and retention process for a diverse portfolio of specialist clients.• Collaborate with internal stakeholders to deliver exceptional service, driving elevated levels of client satisfaction and long-term loyalty.• Empower and elevate the Delivery Specialist Team through targeted skill development, particularly in complex areas, ensuring the growth of sustainable talent and high-performance culture.• Drive process streamlining for enhanced efficiency and standardization by partnering with global and regional leadership to successfully scale and implement innovative initiatives.• Establish and oversee robust escalation processes, focusing on providing rapid, client-centric solutions that address concerns and enhance satisfaction.• Lead continuous improvement initiatives by maintaining comprehensive client risk registers and systematically enhancing the client experience through thorough process reviews.• Cross-functional Collaboration: Collaborate closely with the Customer Success organization to innovate and enhance service quality, compliance standards, and stakeholder relationships, fostering a unified approach to client engagement. Show less • Administratively and functionally manages Client Delivery Specialists and Implementation Specialists who support the clients and sales team of the US Central, Gulf States & EMI, US West, and West Canada.• Hire, mentor, and coordinate training of new team members.• Monitor inbound requests and act as escalation point for team, internal stakeholders, and client contacts.• Track productivity and timeliness of task management of team, as well as individual output.• Serves on project team for Service Cloud integration, participates in user testing, setting processes and requirements for Client Services team, and how we operate with other internal stakeholders within the system.• Works with Business Process Optimization team to streamline and standardize client implementation process, including proposing the consolidation of multiple Digital Travel Risk Mitigation (DTRM) systems. Show less • Led Central & West Client Delivery Specialist (CDS) Team by driving productivity and quality for team, delegating product implementations, serving as escalation point for internal and external parties, and providing consistent supervision to the team. Collaborated to construct cross-training program and facilitate sessions to educate and upskill CDS Team. • Created workflows and processes for CDS Team based on resources and systems available. Continuously monitored progress and feedback, identified gaps and inefficiencies, eliminated redundancies, and executed solutions to ensure service levels were achieved.• Implemented assistance and digital products working with multiple client stakeholders from their Medical Department, Security Department, Human Resources, Global Benefits, Travel, and Marketing Teams. Show less Implement and manage Digital Travel Risk Mitigation solutions for 100+ high utilization clients to ensure product adoption following deployment to drive optimal program success. Related responsibilities: • Client liaison for global travel management company integration. • Collaborate with Product Directors and key stakeholders to troubleshoot technical issues and optimize the client service model in the Americas, improving operational effectiveness and efficiencies.• Facilitate travel management and risk mitigation training for relevant stakeholders. Show less • Managed relationships within multi-million dollar client portfolio in corporate sector. • Assist clients in integrating International SOS solutions into their existing business culture. • Managed 80+ contractual renewals of existing business while expanding on growth opportunities.• Client consultant and subject matter expert for best practices to assist with risk mitigation solution strategies. • Facilitate training with new & existing clients on how to leverage our global infrastructure, benchmark utilization trends against industry standard to increase cohesion. Show less • Support Account Managers and Regional Sales Directors with administrative & financial responsibilities related to new business and renewal processes. • Maintained accurate client accounts, developed operations & billing procedures & administratively support contractual activities.• Participate in process improvement teams in order to streamline processes and enhance service levels• Served as a backup for Corporate Account Management team members when appropriate• Manage client-facing Marketing Database for internal and external contacts; provide Proof of Coverage for corporate and scholastic travelers. Show less

  • Head of Client Success | Americas Region

    Jul 2024 - now

  • Senior Manager, Client Services | Americas Region

    Dec 2020 - Jul 2024

  • Manager, Client Services | Americas Central & West Regions

    Nov 2018 - Dec 2020

  • Lead Client Delivery Specialist

    Nov 2017 - Nov 2018

  • Service Delivery Manager

    Aug 2013 - Nov 2017

  • Associate Account Manager

    Jan 2012 - Aug 2013

  • Client Services Coordinator

    Apr 2007 - Jan 2012

  • Administrative Assistant & Receptionist

    Apr 2006 - Apr 2007