Alana Prouty
Senior Account Manager
Brea
Summary
Dedicated professional with over a decade of experience in Consumer Benefit Solutions and Customer Service. Proven ability to provide exceptional support and guidance to Account Management teams, ensuring seamless client experiences. Highly skilled in problem-solving, with a keen attention to detail and a proactive approach to identifying and addressing issues. Known for responsiveness to the needs of clients, colleagues, and management, with a strong commitment to delivering excellence in all aspects of service delivery.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Senior Account Manager
AON
06.2018 - Current
- Project manage high-profile and complex enrollment solutions deals, ensuring successful implementation within scope, budget, and timeline constraints.
- Manage a team of account managers and benefit analysts, providing guidance, support, and mentorship to drive performance and achieve team objectives.
- Maintain multiple project plans and ensure key milestones are met, coordinating projects and their interdependencies to optimize efficiency and minimize risks.
- Serve as the main point of contact for clients and carriers/vendors, fostering strong relationships and ensuring clear communication and alignment throughout the project lifecycle.
- Lead implementation calls involving clients, carriers/vendors, and internal stakeholders, facilitating collaboration and driving progress towards project goals.
- Manage risks and issues, implementing corrective measures as needed, and collaborating with the Director of Client Services to discuss resource options and mitigate project disruptions.
- Assist in SOP creation and colleague training as a Subject Matter Expert, sharing expertise and best practices to enhance team performance and ensure consistency in service delivery.
- Act as an additional resource for fellow Account Managers, providing support, guidance, and expertise to address client needs and drive successful outcomes.
- Promoted from Account Manager to Senior Account Manager April 2021
- Named the "Star among Stars" for 2023 in recognition of exceptional performance and contributions to the organization.
Benefits Analyst
AON
08.2016 - 05.2018
- Thoroughly and accurately complete all benefit eligibility and plan design required benefit documentation
- Develop detailed training materials that are to prepare benefit counselors to expertly inform and enroll employees in their company benefits.
Operational Administration Analyst
AON
09.2014 - 07.2016
- Manage, monitor, track, and report office expenses
- Direct management of Office Coordinator and Receptionist by setting goals and objectives and managing day to day tasks
- Department Liaison; provide team and department support
- Manages relationships with building vendors including but not limited to Property Management Company, building maintenance, and Office Security
- Work with HR to plan office events and activities.
Fulfillment Coordinator
AON
03.2013 - 08.2014
- Complete fulfillment requests, which range from printing, folding and mailing 50 letters, all the way to printing, collating and mailing 24,000 benefit enrollment packets
- Completed multiple fulfillment requests simultaneously, while also updating Benefit Analysts on their fulfillment request, receiving deliveries, maintaining several print jobs on multiple copiers, and posting numerous tubs/trays of mail.
Center Consultant
FEDEX OFFICE
08.2012 - 02.2013
Sales Associate
BOWERS MUSEUM
09.2011 - 09.2012
Sales Manager
BORDERS BOOKS
08.2004 - 09.2011
- Responsible for constantly meeting customer service standards, that all merchandising displays are current and complete, maintaining invoices for accounts payable, as well as upholding loss prevention standards.
- Employee of the Month 3 times.
Education
Graduate Certificate - Museum Collections Management And Care
George Washington University
Online Program 08.2010 - 05.2011
Bachelor of Arts - Art History
Chapman University
Orange, CA 08.2005 - 06.2008
Skills
Project / Time Management
Timeline
Senior Account Manager
AON
06.2018 - Current
Benefits Analyst
AON
08.2016 - 05.2018
Operational Administration Analyst
AON
09.2014 - 07.2016
Fulfillment Coordinator
AON
03.2013 - 08.2014
Center Consultant
FEDEX OFFICE
08.2012 - 02.2013
Sales Associate
BOWERS MUSEUM
09.2011 - 09.2012
Graduate Certificate - Museum Collections Management And Care
George Washington University
08.2010 - 05.2011
Bachelor of Arts - Art History
Chapman University
08.2005 - 06.2008
Sales Manager
BORDERS BOOKS
08.2004 - 09.2011
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