Henry King
Pittsburgh
Summary
Results-oriented Contact Center & Sales Specialist with over 10 years of experience in healthcare and financial services. Skilled in qualifying leads, conducting needs assessments, and delivering solutions that enhance customer outcomes and drive revenue. Experience in managing complex sales cycles, client presentations, and CRM systems while fostering collaboration across teams and optimizing customer experience.
Overview
15
15
years of professional experience
Work History
Human Resources Generalist
Goodwill of Southwestern Pennsylvania
Pittsburgh
10.2023 - Current
- Partner with leadership to analyze workforce trends and recommend solutions, improving operational efficiency by ~20%.
- Implemented process improvements that reduced response times and increased internal satisfaction.
- Delivered training sessions to staff, improving adoption of systems and workflows.
- Leveraged HRIS/CRM tools to track performance metrics and generate reports for leadership decision-making.
Event & Client Engagement Specialist
Royalty Impressions
Pittsburgh
01.2011 - Current
- Lead end-to-end client lifecycle, including discovery, proposal creation, and execution for 50+ clients annually.
- Conduct needs assessments and solution presentations, increasing client retention and repeat business by ~30%.
- Manage budgets, vendor negotiations, and partnerships, ensuring high-quality delivery and profitability.
- Collaborate with partners and stakeholders, aligning services with client goals and business outcomes.
Wealth Management / Online Support Specialist
BNY Mellon
Pittsburgh
03.2020 - 01.2021
- Provided high-touch support for wealth management clients, leading to identified upsell opportunities and enhanced retention rates.
- Showcased digital tools and solutions to clients, resulting in increased platform adoption and engagement.
- Documented client interactions and tracked opportunities using CRM systems.
- Streamlined issue resolution process, achieving a ~25% reduction in resolution time through proactive problem-solving.
Benefits Specialist
Willis Towers Watson
Pittsburgh
09.2019 - 03.2020
- Consulted with employees and clients to assess needs and recommend tailored benefits solutions, enhancing overall satisfaction.
- Facilitated presentations and managed open enrollment processes for large client groups, ensuring clarity and engagement.
- Maintained compliance with healthcare regulations (FMLA, ADA), fostering trust and ensuring accurate benefits administration.
Banking Specialist
First National Bank Of Pennsylvania
Pittsburgh
03.2019 - 09.2019
- Conducted needs-based sales consultations, resulting in higher product adoption and enhanced customer engagement.
- Exceeded performance benchmarks for customer satisfaction and service delivery, contributing to improved client loyalty.
- Managed pipelines and documented sales activities using CRM systems to streamline follow-up processes.
Senior Call Center Representative
Allegheny Health Network
Pittsburgh
03.2016 - 05.2018
- Managed 80–100+ inbound calls daily in high-volume healthcare contact center, ensuring effective communication and support.
- Performed needs assessments and coordinated services to enhance patient satisfaction scores.
- Maintained strict HIPAA compliance while handling sensitive information.
- Mentored and trained new hires to streamline onboarding process and elevate team performance.
- Recognized as a top performer for service quality and call resolution.
Education
High School Diploma -
Schenley High
Pittsburgh, PA05-2000
Some College (No Degree) - Elementary Education
Community College of Allegheny County
Pittsburgh, PASkills
- CRM tools
- Regulatory compliance
- Healthcare expertise
- Cross-functional collaboration
- Account Management & Upselling
- Lead Qualification & Discovery
- Sales cycle support
- Sales training
- Value-based selling
- Product demonstrations
- Contact center solutions
- Pipeline management
Timeline
Human Resources Generalist
Goodwill of Southwestern Pennsylvania
10.2023 - Current
Wealth Management / Online Support Specialist
BNY Mellon
03.2020 - 01.2021
Benefits Specialist
Willis Towers Watson
09.2019 - 03.2020
Banking Specialist
First National Bank Of Pennsylvania
03.2019 - 09.2019
Senior Call Center Representative
Allegheny Health Network
03.2016 - 05.2018
Event & Client Engagement Specialist
Royalty Impressions
01.2011 - Current
High School Diploma -
Schenley High
Some College (No Degree) - Elementary Education
Community College of Allegheny County