Clara Bennett

Lead service improvement programs across patient support, billing operations, and regional account teams.

• Reduced escalation turnaround time by 31% by redesigning intake ownership, weekly review cadence, and status reporting.
• Built operating dashboards used by directors to compare volume, staffing pressure, and customer response quality.

Mapped client onboarding workflows and removed duplicate approvals across implementation, support, and finance.

• Managed a portfolio of process changes from discovery through training, documentation, and adoption tracking.
• Partnered with managers to introduce service-level scorecards and weekly exception reviews.

Analyzed account activity, service defects, and renewal risks for a client success team supporting national accounts.

• Created Excel and Salesforce reports that helped leaders identify recurring issues before quarterly business reviews.
• Prepared executive summaries, meeting notes, and action registers for strategic customer accounts.

Coordinated project schedules, vendor milestones, creative review meetings, and budget updates for marketing programs.

• Maintained project trackers and follow-up notes so account managers had a clear view of deadlines and risks.
• Supported internal training sessions for new workflow templates and document naming standards.