Justin H.

Experience

1. Sr Customer Success & Portfolio Manager

   Florida Blue

   Sep 2023 — Present

   As a leader at Blue Cross Blue Shield of Florida, I manage a $120M portfolio of technical initiatives within the Enrollment and Billing domain, driving enterprise-wide value through meticulous oversight of scope, feature prioritization, and vendor engagement. My role encompasses end-to-end initiative management, including the execution of change management and operational readiness for a multi-year legacy system replacement, ensuring seamless migration on schedule. I also oversee the development and implementation of a comprehensive customer experience strategy, which has led to significant year-over-year improvements in key digital metrics, including a 41% average increase in First Contact Resolution (FCR) and a 12-point rise in Net Promoter Score (NPS). Additionally, I lead various business architecture work streams for numerous initiatives, craft impactful strategic communications for executive leadership, and manage processes that my team has established for capturing customer insights that continually enhance service delivery and digital platform utilization.

Education

• Jacksonville University

  Master of Science - MS, Health Informatics

  2020 — 2021

• University of Central Florida

  Bachelor of Business Administration - BBA, Marketing, International Business

  2013 — 2017

Skills

• Event Planning
• Digital Photography
• Online Marketing
• Customer Service
• Report Writing
• Retail Sales
• Content Writing
• Photography
• Social Media
• Video Production
• Digital Marketing
• Web Content Management
• Web Content
• Website Development
• Social Media Strategist
• Networking
• Management
• Social Networking
• Social Media Marketing
• Leadership
• Proposal Writing
• Microsoft Office
• Creative Writing
• Public Speaking
• Marketing
• Photoshop