Paulina Brennessel
Account Management Team Lead at FloresHR
- Role
- Account Management Team Lead at FloresHR
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Paulina Brennessel
Account Management Team Lead with 8+ years of experience in the benefits administration industry. Successfully managing a book of enterprise level clients while leading a team of 13 direct reports.
Experience
Account Management Team Lead
Oct 2020 — Present · Charlotte, NC, US
Led and mentored fully remote & hybrid team of 13 Account Managers, conducting weekly 1:1 meetings, bi-weekly team meetings, and yearly performance reviewsCoached and developed a top performing team through targeted feedback, accountability check-ins, and monthly metrics reviewsDelivered monthly performance reports to VP and COO with deep analysis on strengths, areas of opportunities, and developmental plansMonitored and managed daily performance metrics of direct reports via our CRM system and internal operational systems. Ie. ensuring team maintained 24 hour response window to clientsLed the creation and implementation of department-wide SOPs, enhancing process clarity and cross-team compliance.Served as a key resource for managing client escalation calls to resolve complex issues and deliver effective solutions in a timely manner.Assist direct reports with varied questions and escalations daily; provide timely feedback and direction to help them support their book of clients.
Education
Forest Park Senior High School
Advanced Diploma
2009 — 2014
James Madison University
BBA, Business Management
2013 — 2017
Universidad Tecnológica de Bolívar
Bachelor of Business Administration (B.B.A.), Logistics, Materials, and Supply Chain Management
2016 — 2017
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