Adrienne D. Stead
Pittsburgh
Summary
Experienced professional with 10+ years in leadership, mentorship, communication, and account management, complemented by 20+ years in customer service (in-person and virtual). A proactive, goal-oriented Executive Client Service Manager, I excel at time management, problem-solving, and quickly adapting to new skills. I am dedicated to providing excellent client support, ensuring high customer satisfaction, and resolving issues efficiently to drive team and organizational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Executive Client Service Manager
Highmark, Inc.
11.2025 - Current
- All functions of the Sr. Client Service Manager position below, including but not limited to:
- Improving client satisfaction: By providing a deeper level of engagement and support tailored to their unique needs.
- Supporting client retention: By fostering stronger relationships and demonstrating commitment to their success.
- Coaching and Mentoring: Providing invaluable support, coaching, and mentorship to new Client Service Managers as they integrate into the team and develop their skills.
- Voice of National Accounts: Acting as the dedicated voice of National Accounts on critical internal and external workgroups, ensuring our strategic priorities are represented and advocated for.
- Advocacy for the CSM Team: Serving as an important voice for the entire CSM team, bringing forward insights and recommendations to enhance our collective effectiveness and client impact.
Sr. Client Service Manager
Highmark, Inc.
02.2016 - Current
- Primary contact for day-to-day account servicing issues
- Management of large, complex jumbo National Market Accounts
- Customer support/liaison
- Implementation leader
- Reporting
- Benefit Changes/Renewals
- Service-Related Issue Resolution (Claims and Benefits)
- Enrollment Resolution
- Open Enrollment Support
Supervisor, Customer Service, Partnership Unit
Highmark, Inc.
09.2011 - 02.2016
- Led a team of 30 customer service representatives
- Coached, mentored and led the team
- Team achieved all quality, performance and timeliness metrics year over year
- Face-to-face interaction with sales and direct contact with Group Administrators
Technical Assistant, Provider Service and National Accounts Member Service
Highmark, Inc.
02.2009 - 09.2011
- Created and implemented new processes to automate workflow efficiencies
- Mentored and trained 20+ customer service representatives
- Group Administrator Contact
Education
Bachelor of Science - Business Administration, Accounting
Robert Morris University
Moon Township, PA05-2010
Skills
- Team Leadership, Sales, Group Administration, Operations
- Microsoft: Word, Excel, Excel, Access, Power Point, Teams, CoPilot
- Proficient with Salesforce, Arrow, Planview, Operational Systems: (ICIS, OSCAR, CAMS, Eclipse) Sharepoint, Tableau, Sales Configurator, Operations Decision Support (ODS), Analytics Navigator
- Team building
- Leadership/communication skills
- Customer retention
- Client account management
- Sales
Accomplishments
- Supervised team of 30+ customer service staff members
- Managed many complex implementations, including new carve out vendors for large National clients
- Satisfied enrollment trend goals year over year, specific to my book of business
- Influenced and implemented continuous improvement initiatives, actively engaging and motivating team members, and establishing myself as a go-to resource for peer support and problem-solving
Affiliations
- National Association of Professional Women 04/2011-present
- Licensed in Pennsylvania- Sales (Life, Health, Annuities), Client Service Manager of the Year- 2023
Certification
- PA Licensed in Sales (Life, Health Annuities) -01/01/2016- Present
Timeline
Executive Client Service Manager
Highmark, Inc.
11.2025 - Current
Sr. Client Service Manager
Highmark, Inc.
02.2016 - Current
Supervisor, Customer Service, Partnership Unit
Highmark, Inc.
09.2011 - 02.2016
Technical Assistant, Provider Service and National Accounts Member Service
Highmark, Inc.
02.2009 - 09.2011
Bachelor of Science - Business Administration, Accounting
Robert Morris University