1. ELIZABETH MARY RAMSEY 195 Hamilton Way
Roswell, GA 30075
770-826-3077
tbram@comcast.net
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PROFILE
Results-oriented, focused professional experienced in all facets of sales, loyalty, customer
service and management. Excels in consultative selling and leading teams to meet and
exceed company objectives. Committed to excellence.
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Education Bachelor of Science, Marketing and Management Information Systems
Indiana University of Pennsylvania, Indiana, PA
Employment History
Kaiser Permanente Health Plan, Atlanta, Georgia
Senior Manager, Loyalty - February 2014 to Present
 Leads the creation, development and execution of new and existing member
retention programs for all lines of business in the Georgia Region
 Identifies and implements best practices for improving service quality
 Contributes to region achievement of consistent top rankings on NMR New
Member Survey metrics
 Provides direction to Loyalty team and Union Ambassador to achieve short and
long-term strategic goals in alignment with region and program goals
 Spearheaded KickStart Onboarding, Service Ambassadors, New Member
Welcome Desk, and Focus Groups for terminated Medicare members
 Manages department budgets and collaborates cross-functionally to pilot and
operationalize projects aimed at improving member retention
 Collaborates with National strategic partners and workgroups to develop service
quality initiatives to improve the member experience
 Submitted and was awarded OLMP Grants for Georgia Region 2014 and 2015
Greater North Fulton Chamber of Commerce, Alpharetta, Georgia
Senior Strategic Retention Manager - October 2012 to February 2014
 Increased revenue streams through acquisition and retention of corporate
memberships, cultivated executive relationships to sustain loyalty, and increased
small business member levels of contribution

2. GlaxoSmithKline Pharmaceuticals
Senior Executive Pharmaceutical Sales Manager, Atlanta, Georgia - 2003 – 2010
 Consistently performed in the top 10% of sales team in Region. President’s Club
Award for Top Medical Center Representative, 2009
 Exceeded market share and market growth goals each quarter, by targeting,
forming business plans, and leading teams through the delivery of marketing
campaigns to physicians and hospitals in large geographical territories
 Dedicated expert in product knowledge through study of current
professional/medical journals and attendance of educational seminars
 Expert in consultative selling and support of physicians and healthcare providers
Key Focus Areas:
Sales and Customer Management
 Managed teams of direct reports in all aspects of sales plan development, from
strategic plan creation to execution and delivery. Worked with cross-functional
executive teams to develop key plans that led to increased market share, revenue
and market penetration.
 Involved in all aspects of service recovery, complaint mitigation and monitoring
outcomes of service quality.
Loyalty and Retention Service Strategy
 Builds strong relationships and maintains excellent rapport with all stakeholders
by being accountable, dependable and innovative.
 Focuses on the “voice of the customer” and providing value-added service.
 Acts as a liaison between customer and company and anticipates customer needs.
 Effectively identifies gaps in service strategy, outlining solutions and assessing
performance to monitor outcomes.
 Keeps informed of market trends in healthcare and patient loyalty and the
competitive environment.
Continuing Education Executive Certificate, Financial Planning, Duke University 2008
Outside Interests Travel, Cooking, Reading, Fitness, Real Estate
Volunteer Ambassador CURE Children’s Hospital of Atlanta Cancer unit