CANDICE BILLUPS
Cumming
Summary
Dynamic and passionate Director of Client Success and Operations with over 20 years of comprehensive experience in people and operational management. Expertise in building and retaining an engaged customer base through employee engagement, effective staff development, workforce analysis, and results-driven KPI management. Proven track record in leading client success initiatives and fostering long-term relationships, complemented by strong strategic thinking and problem-solving skills in high-pressure environments. Committed to developing exceptional customer success teams that enhance organizational culture and deliver outstanding customer experiences.
Overview
24
24
years of professional experience
Work History
Director of Client Success
Hanoun Institute of Health
05.2022 - Current
- Established a robust client onboarding process that ensured smooth transitions from sales to ongoing support teams.
- Analyzed client feedback and data trends to develop targeted improvement plans for individual accounts.
- Negotiated mutually beneficial contracts with key partners to strengthen long-term collaborations and boost overall revenue.
- Spearheaded initiatives aimed at improving internal processes and workflows, resulting in more efficient service delivery to clients.
- Implemented innovative strategies for client success, including tailored services and proactive support.
- Headed off issues and proactively implemented plans and actions to mitigate.
Director of Customer Success
ProCare Rx
03.2018 - 05.2022
- Manage Customer Success Representatives, Supervisors, and Workforce Analyst
- Full-cycle recruiting
- Quality assurance management and coaching
- URAC compliance committee chair, ensuring mandatory measures are clearly defined and met across company platform
- Manage workforce analyst role to obtain efficiencies in scheduling and time off
- Coach and mentor leadership and agent development, to promote a positive and professional customer experience
- Collaborate with executive team and clients to build lasting relationships
- Client-facing implementation training and ongoing support to promote customer success and retention
- Established, managed, and reported KPIs and SLAs
- Determined quality assurance benchmarks and set standards for improvement
- Conducted performance reviews to reduce attrition, resolution times and improve customer satisfaction ratings
- Created and implemented clear and effective policies and procedures
- Implemented process improvements to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow
- Conducted strategic and technical reviews and audits to verify compliance with quality control standards, schedule constraints, and budget parameters
- Built relationships with customers and team to establish long-term business growth and retention.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Actively participated in industry events to network with potential clients and stay informed about emerging trends in Customer Success management practices.
Senior Operations Manager
ProCare Rx
02.2013 - 03.2018
- Oversight and management, of PBM and Hospice, 24x7 operations, customer success staff, supervisors, training department, and quality assurance
- Collaborated with workforce analysts to obtain efficiencies in scheduling and time off
- Managed payroll, attendance, and updated work schedules to account for changing staff levels and expected workloads
- Enhanced corporate training, creating more robust content
- Conducted 30/60/90 day, monthly and yearly reviews
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
- Allocated resources to planned programs according to business objectives.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
Director of Patient Care Services
Premier Kids Care Pharmacy
06.2001 - 02.2013
- Oversight of day-to-day operations in the specialty/mail-order pharmacy, including technician responsibility, pharmacy audit oversight, billing, accounts receivable, managing patient compliance reporting, coordination of benefits, and medication schedule with follow-up
- Obtained pharmacy, insurance, and manufacture contracts on national or single case agreements
- Oversight and facilitation of all external audits to include, state Medicaid, private insurance, and monthly state-controlled drug regulations
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance.
- Worked with providers to define quality metrics and outcome reporting process.
- Analyzed key performance indicators to assess and manage risk, evaluating patient care and creating procedural changes to increase efficiency.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
Education
Certified Pharmacy Technician (CPhT) -
Pharmacy Technician Certification Board
06.2016
Bachelor of Arts - Business Management
GAINESVILLE STATE COLLEGE (UNG)
05.2004
Skills
- KPI & SLA Management
- Coaching and Mentoring
- Customer Experience
- Workforce Analysis
- Compliance and Regulations
- Client Relations
- Full Cycle Recruiting
- Onboarding and Training
- Escalation Resolution
- Employee Engagement
- Performance Improvements
- Audit Management
- Strategic Planning
- Business growth and execution
- Sales Statistics Analysis
- Customer Trend Analysis
- Organizational Leadership
Timeline
Director of Client Success
Hanoun Institute of Health
05.2022 - Current
Director of Customer Success
ProCare Rx
03.2018 - 05.2022
Senior Operations Manager
ProCare Rx
02.2013 - 03.2018
Director of Patient Care Services
Premier Kids Care Pharmacy
06.2001 - 02.2013
Certified Pharmacy Technician (CPhT) -
Pharmacy Technician Certification Board
Bachelor of Arts - Business Management
GAINESVILLE STATE COLLEGE (UNG)