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Autumn Gierum Resume – Page
Autumn D. Gierum
961 Waverly Drive ♦ Longwood, FL 32750
Phone: (407) 463-8704 ♦ E-mail:
Professional Summary
Results-driven Account Management Professional leveraging 6+ years of contact center client management success ♦ Top performer who thrives in a high-stress, high-expectation environment ♦ Client management SME, driving revenue growth and solutions development ♦ Efficiency specialist, implementing industry best practices ♦ Quota-breaker, consistently leading internal sales organizations to meet and exceed expectations ♦ Skilled technology analyst, introducing leading-edge solutions ♦ Articulate communicator, building rapport and trust at all corporate levels ♦ Charismatic leader, adept at building talented, peak-performance teams
Core Competencies
P&L management ♦ Business process outsourcing (BPO) ♦ Strategic account relationship management ♦ Multi-channel customer interaction ♦ Analytics ♦ Broad knowledge of CRM solutions and technologies ♦ Committed to exceeding customer expectations ♦ Deep knowledge of customer acquisition, retention, and loyalty programs ♦ Exceptional follow-through and attention to detail ♦ Benchmarking and performance metrics ♦ New program development and launches ♦ Process reengineering ♦ Program management ♦ Implementations ♦ Strategic pricing ♦ Contract negotiations ♦ Telesales ♦ Forecasting ♦ Compensation and quota design ♦ Staffing, training, and mentoring ♦ Passionate about leadership by example ♦ Meticulous about quality control
Professional Experience
Convergys Lake Mary, FL
A $2.8B publicly-traded global leader in BPO services including call center/CRM services, HR, and technology. The company provides inbound/outbound call handling for sales, marketing, customer support, bill processing services and provisioning software, outsourced employee benefits and payroll operations, staffing, and training.
Senior Manager, Client Services – Sep/2010 – Present
Report to Director, Program Management. Responsible for client management team, driving increased revenue within embedded accounts. Serve as primary point-of-contact in strategic client and inbound/outbound program development.
$3.9MM P&L/budget and gross profit of $1.5MM.
Manage 1 direct-report client services manager and 7 indirect reports.
Coordinate all aspects of program setup including IT coordination, forecasting, staffing, scripting, media, telecom, reporting, quality measurement, data processing, floor operations, training, quality, verifications, and billing.
Marquee clients have included Jarden Consumer Solutions.
Portfolio of clients represents $3.9MM - $4.2MM in annual revenue for Convergys.
On track to meet quotas for $3.9MM in revenue and $1.5MM in annual gross profit.
Developed operational expectations, SOW/LOI development, and contractual negotiations, extending contract for 2 years and adding $116K annually to the terms.
Provided best sales practices expertise in consultancy role to benefit senior management, sales, and operations teams (24-Hour Fitness program).
Developed and maintained project plans and action item lists.
Design and modify new-hire SAQP (and other team members) training curriculum.
Audit e-START documents to ensure process adherence.
Serve as SME for information systems, telecom, social media, staffing, capacity planning, scripting, training, quality, verifications, and reporting.
Perform touch-base calls with client contacts and serve as point-of-escalation for client concerns.
Serve as subject-matter-expert in pre-sale meetings/presentations/site visits in order to assist sales representatives to close new business.
Serve on high-level business process improvement teams.
Coach team on how to balance client metrics with internal profit metrics.
Formulate call forecast variance report and vertical revenue forecasts.
Client Services Manager – Nov/2008 – Sep/2010
Reported directly to Senior Client Services Manager. Managed 80-seat inbound sales programs for the $4.2MM Jarden Consumer Solutions account. Responsible for program growth, profitability, and operational excellence. Key driver on the implementation team.
$64K commission budget; managed 80 indirect reports.
Exceeded 20% sales conversion rates by 2-4%.
Grew sales revenues under management from $1.5MM in 2008 to $2.4MM in 2010.
Created agent sales incentives, implementing sales contests, meeting or exceeding all quotas.
Collaborated with operations team to design and implement coaching, effective sales training, performance development, and succession planning.
Responsible for tracking monthly payroll commissions.
Key driver for client meetings, teleconferences, and quarterly business reviews.
Team Leader – Dec/2007 – Nov/2008
Reported directly to Operations Manager. Managed team of 25 agents responsible for providing client services to meet and/or exceed all key performance indicators (KPIs).
Preferred Benefit Administrators, Inc. Longwood, FL
A privately owned Third Party Administrator specializing in self-funded group health administration. Offerings include billing, claims management, drug card programs, employee enrollment, FSA, HRA, & HSA administration to the healthcare industry.
Marketing Coordinator/Client Services – Jan/2006 – Dec/2007
Reported directly to Manager, Client Services and Marketing. Hired to market medical rewards network and preferred benefit administrator programs to insurance brokers and to the general public. Managed strategic account relationships.
Researched target audiences and developed marketing strategy for new product advertising, successfully launching Medical Rewards Network Website.
Created marketing collaterals distributed to self-funded insurance agents.
Developed and maintained customer distribution lists through email marketing.
Organized and executed all marketing initiatives, including trade shows, charity functions, and new business campaigns.
Created RFPs for Preferred Benefit Administrators services, distributed to various carriers for quotes.
Created and delivered sales presentations for agent luncheons including PowerPoint presentations and proposals for TPA services.
Fostered and maintained strong relationships with clients and health insurance agents.
Arnold Palmer Hospital/Pediatric Rehabilitation Orlando, FL
A 158-bed pediatrics hospital facility located in Orlando, Florida. The hospital is part of Orlando Regional Medical Center complex. Arnold Palmer Hospital was ranked as one of the nation's top 30 pediatric hospitals for heart care and heart surgery.
Registration Coordinator II – Aug/2004 – Jan/2006
Reported directly to Account Manager. Managed hospital registration process, delivering high-touch external and internal customer satisfaction and gathering accurate patient financial, guarantor, insurance, benefits, and demographic information through efficient work process flow design. Responsible for new hire training; served as department head during supervisor’s absence. Scheduled evaluations and therapy as needed. Provided financial counseling for self-pay patients.
PRIOR POSITIONS HELD
Hospital Benefits, Inc. / Cobra Administrator / 2000 – 2002; 2004 – 2004Team Care Infusion Pharmacy / Intake Coordinator / 2002 – 2003
Humana Workers Compensation / Customer Service Claims Lead / 1998 – 2000
Education
UNIVERSITY OF PHOENIX, Maitland, FL
Masters of Business Administration
UNIVERSITY OF PHOENIX, Maitland, FL
BSBM, Business Management and Marketing (dual major)
Professional Development, Notables
Social Media Webinar Certification, WOMMA (Word of Mouth Marketing Association)
First Aid, CPR, and AED Certified for Adults in the Workplace, American Safety & Health Institute (ASHI)
Community contributions have included:
- Convergys Community Actions Team, Volunteer
- Habitat for Humanity, Volunteer
- Seminole County School, Volunteer Teacher
- Charity Chicks of Orlando, Florida, Volunteer
Willing to consider domestic or international relocation
Able to travel up to 50%
US Citizen, willing to travel internationally