Denise Monroe

Experience

1. Client Engagement Manager

   Palco, Inc

   Jan 2025 — Present

   Provides the critical link between Palco and its various partners nationwide, while also supervising a small to medium-sized staff. CEMs are the one-call, one-stop solution to all client needs, questions and issues. CEMs are the subject matter experts for the program or programs they support and provide expert level knowledge to internal and external audiences alike. CEMs balance their commitment to the company with an unyielding attitude of process and programmatic improvement. While still bound by all program rules, guidelines and state and federal law, the CEM never fails to consider how a program may be improved in terms of responsiveness, effectiveness and service by Palco and by extension to the program participant.CEMs are the subject-matter experts in Palco processes and have an acute understanding of the interconnectedness of company departments in the execution of program responsibilities. This enables the CEM to pinpoint bottlenecks and suggest comprehensive solutions by understanding how departments function and how changes in one area affect operations in another. CEMS are also expected to build long-term relationships with new and existing clients and business partners, and conduct research to identify new business opportunities (markets) and client needs- Provide leadership and guidance to a small to medium-sized staff-Develop and implement strategic plans to achieve contract objectives and ensure contract deliverables are met-Monitor and analyze key performance indicators to identify areas for improvement-Implement process improvement initiatives to enhance operational efficiency-Provide expert level information of the workings of the program across all departmental workflows-Collaborate with senior leadership to develop and execute business development strategies-Ensure compliance with company policies, procedures, and regulatory requirements.