Shanice Allen

Customer Success and Implementation professional with 4+ years in healthcare and insurance. Expert at leading end-to-end client onboarding, managing cross-functional teams, and ensuring satisfaction in regulated environments. Proven track record of improving operational efficiency, supporting 95%+ client retention, and translating complex requirements into streamlined workflows.

Implementation Coordinator / Marketing Analyst - Horton Group - Chicago

(2023-11)

• Lead end-to-end onboarding for 50+ healthcare/insurance clients annually, achieving 98% on-time delivery
• Primary client contact during implementation, maintaining 95%+ satisfaction scores throughout lifecycle
• Coordinate cross-functional teams (sales, underwriting, ops, marketing) to deliver seamless experiences
• Reduced average onboarding time by 20% through timeline optimization and process improvement
• Analyze marketing data to identify trends, improve engagement, and drive retention initiatives
• Maintain compliance documentation and ensure adherence to regulatory standards

Client Service Representative - Horton Group - Chicago, IL

(2022-04 - 2023-11)

• Managed portfolio of 100+ healthcare/insurance clients with 24-hour average response time
• Built relationships that contributed to 92% renewal rate and long-term client satisfaction
• Collaborated with internal teams to resolve complex concerns while meeting SLAs
• Identified process gaps and implemented workflow improvements enhancing client experience

Barista / Trainer - Starbucks Coffee - Chicago, IL

(2014-09 - 2020-06)

• Trained 15+ new team members on operational standards and service excellence protocols
• Delivered consistent customer experiences in high-volume environment (200+ daily transactions)

Bachelor of Science - Health Sciences - Arizona State University (2018 - 2020)

Associate of Science - Health Information Technology - DeVry College (2013 - 2015)