Tracy B. Kot has over 15 years of experience in client services and healthcare, specializing in client relationship management, account management, and project management. She has a track record of successfully growing revenue, improving productivity and client satisfaction. Her skills include relationship building, contract negotiations, process improvement, and training and development. She currently works as a Senior Account Manager for USI Southwest, where she manages a complex book of business and provides excellent customer service.

1. TRACY B. KOT
5106 Avondale Drive  Sugar Land, TX 77479  (832) 741-7269  tracykot@yahoo.com
CLIENT RELATIONSHIP MANAGER/ACCOUNT EXECUTIVE
High-performance, organizational driver with over 15 years of experience in the client services and healthcare industry, successfully
managing projects that result in high revenue performance growth and productivity gains. Peak performer, skilled at leading high
performing teams in all aspects of client relationship and account management, handled hiring, training, and mentoring of staff.
Creative business leader skilled at building quality client relationships that resulted in increased revenue and client satisfaction. Ability
to develop and implement programs and process improvements that increase account retention and sales opportunities, collaborating
with internal and external business partners to accomplish high impact goals and business objectives.
A R E A S O F S T R E N G T H
 Client Relationship Management  Solutions Sales  Training and Development
 Contract Negotiations  Benefits Administration  Call Center Management
 Process Improvement  Project Management  Customer Service
K E Y S K I L L S A S S E S S M E N T
PROJECT MANAGEMENT - Managed projects related to all aspects of client based contract services, eliminating gaps in services and
gaps in billing items, negotiating contract renewals, and facilitating client deliverables, utilizing solution sales techniques.
RELATIONSHIP BUILDING - Developed client confidence in operations service delivery by creating client facing strategies, action
plans, and summary reports, successfully collaborating with clients to implement operational successes and improvements.
P R O F E S S I O N A L E X P E R I E N C E
USI Southwest, Houston, TX 2014 – 2016
Senior Account Manager, Employee Benefits
Manage a complex book of business for clients comprised of various funding methods, advanced contract features and structure.
Perform as the service contact responsible for client satisfaction, consistently provide excellent customer service and leadership to
accounts and represent client needs and goals within the contractual scope of the organization. Educate, advise and aid clients on all
compliance topics including, but not limited to, ERISA, COBRA, FMLA, 5500s and Health Care Reform.
Accomplishments:
 Prepared, participated and led client meetings with the Account Executive and Producer
 Prepared materials for client meetings included agendas, reports, calendars and presentations
 Participated in client meetings regarding renewal and utilization results
 Organized and led open enrollment meetings at client locations as well as created benefit guides, enrollment forms,
presentations and recorded Brainshark online meeting presentations
 Account Management and Strategic Planning
 Acted as the primary contact between clients and insurance carriers and retaining clients through customer service which
includes open and clear communication channels with clients, producers and internal partners
 Perform accurate and timely responses, identify problems, summarize and develop strategic solutions
 Continuous and regular client contact as established by the client service calendar and renewal timeline. Communicate
and manage due dates, timelines and expectation to clients and partners
 Install new group insurance contracts for existing clients or new clients effectively utilizing resources
Carewise Health/SHPS Inc., Sugar Land, TX 2012 – 2014
Account Executive
Managed client relationships as primary strategic partner and point of contact for clients to achieve and maintain goals, objectives,
growth, revenue, and profitability, developing and maintaining strong client relationships with Director, VP, and C level executives.
Handled all up-sell opportunities and challenges for assigned clients, successfully identifying sales and improvement opportunities,
and implementing strategies that increased revenue and client satisfaction. Negotiated contract renewals, fee adjustments, and
enhanced services, managing client deliverables in partnership with internal and external business entities.
Accomplishments:
 Serviced inherited clients that had outstanding performance guarantees from 2011 through 2013, collaborating with client and
internal departments
 Successfully resolved all outstanding contractual performance guarantees and returned client to current status
 Key participant in committee that implemented Fitbit into worksite wellness programs, collaborating with cross-functional
team on development and implementation
 Effectively increased enrollment and engagement in wellness telephonic programs

2. TRACY B. KOT PAGE 2
Carewise Health/SHPS Inc., Account Executive Continued
 Streamlined operations for the disease management administration penalty for non-enrollment process by adding quality
review and improving processes, and partnered with marketing department to assist with client rebranding and awareness for
the Disease Management program
 Regained client confidence in program and increased client satisfaction, enrollment, and engagement
 Maintained expert knowledge of client contracts and investigated and clarified client and company contractual obligations
 Successfully reduced company costs by $100,000+ in performance guarantee payouts
Mercer HR Services, Houston, TX 2000 – 2012
Senior Client Services Team Lead/Project Manager
Managed and supervised the day to day activities of Client Services Analysts team, developing performance standards, providing
leadership through coaching, guidance and semi-annual reviews, while ensuring that team received ongoing training and development.
Facilitated weekly meetings with Client Services Team Leads, ensuring that team maintained a thorough understanding of the clients’
plans and benefit regulations. Monitored and analyzed survey results, utilizing feedback to streamline service delivery, ensuring that
team delivered quality service to clients and that accuracy and time standards were consistently met. Led and facilitated client
meetings, such as quarterly status meetings, open enrollment kick off and debrief meetings, serving as a subject matter expert on the
clients' plans and administrative procedures.
Accomplishments:
 Negotiated, created, and implemented complex and strategic national projects
 Including successfully changing clients from being non reference status to being a reference for Health and Benefits
Administration
 Managed and took ownership of the Annual Enrollment overall project, streamlining and optimizing enrollment and ongoing
services
 Exceeded all performance guarantees within client base
Participant Services Supervisor (Call Center Team Lead)
Provided daily monitoring, coaching, mentoring and evaluation of Benefit Service Representatives team administering calls from
employees with medical, dental, life, disability, pension and other general questions about benefit offerings. Organized and facilitated
new hire and ongoing refresher training sessions, monitoring call center statistics/data to ensure service level standards were met
and/or exceeded. Implemented process improvements, evaluating administrative procedures to identify areas of improvement and
redesign processes, leading to increased productivity and client satisfaction. Acted as direct point of contact and expert resource to
clients, handling requirements documentation and client sign-offs, and monitoring issues in case management system to ensure all
calls/issues were resolved timely.
Accomplishments:
 Evaluated strengths and weaknesses of staff, fostering a culture of team development and motivation
 Completed performance reviews, and made compensation and hiring decisions
 Orchestrated several successful Call Center Annual Enrollments, collaborating with senior level executives
 Established client call centers, including hiring and training client’s call center reps, optimizing team results
Lexus of Clear Lake, Friendswood, TX 1999 – 2000
Office Manager and Executive Assistant
Managed clerical staff of Receptionists, Administrative Assistants, and Couriers, supervising daily office operations, and
implementing measures that improved efficiency and communication between office personnel. Acted as a change agent, counseling
employees, implementing cross training and schedule changes, successfully increased productivity. Developed and facilitated
monthly meeting, improving communication efforts and workflow.
Accomplishments:
 Assisted the General Manager with opening a new location, involved in all areas of planning, development, and execution
 Facilitated the hiring and training of entire clerical staff
Previous position includes Sales and Customer Service Center Coordinator/Executive Assistant at Waste Management of Southeast
Texas, Dickinson, TX.
E D U C A T I O N & T R A I N I N G
San Jacinto College, Pasadena, TX, Business Management Courses
McNeese State University, Lake Charles, LA, General Studies
Stage One, The Hair School, Lake Charles, LA, Cosmetology Graduate