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Thalia McKinley

@thaliamckinley

Client Success & Implementation pro with 10+ yrs experience optimizing workflows and delivering standout client experiences.

United States

Message

What I'm looking for

I seek a client-focused role where I can lead implementations, optimize workflows, collaborate cross-functionally, and drive measurable improvements in efficiency and satisfaction.

I’m a motivated Client Success and Implementation Specialist with over a decade of experience driving operational excellence and enhancing customer satisfaction across insurance, healthcare, and technology sectors. My strength lies in connecting people, processes, and technology transforming complex workflows into efficient, human-centered solutions.

Recognized as a top performer for five consecutive quarters at Liberty Mutual Insurance (2023–2025), I’m passionate about helping organizations scale smoothly by improving systems, building stronger client relationships, and streamlining delivery. I’m currently seeking remote opportunities in Client Success, Project Coordination, or Implementation where I can combine strategy, data, and empathy to create seamless experiences that drive growth and impact.

Experience

Work history, roles, and key accomplishments

Current

Client Operations Specialist

Current

Liberty Mutual Insurance

Jan 2023 - Present (2 years 9 months)

Manage client operations and cross-functional coordination for national insurance programs, improving call efficiency and policyholder satisfaction while maintaining compliance across states.

Client Success Implementation Support Cross Functional Communication Process Optimization CRM Management Data Analysis

Insurance Professional III

USAA

Jan 2021 - Jan 2023 (2 years)

Delivered policy and claims support for members, driving operational initiatives that improved efficiency by 15% and reduced average handle time by 12% while maintaining high satisfaction and compliance ratings.

Claims Handling Customer Satisfaction Process Improvement Average Handle Time & Compliance CRM

Patient Access Manager

Emerus

Jan 2018 - Jan 2021 (3 years)

Directed front-end operations, patient intake, and insurance workflows across multiple facilities and collaborated with IT and training teams on system implementations to ensure smooth adoption.

Patient Access Insurance Workflows Implementation Support Operations Leadership Cross Functional Collaboration Process Optimization

Call Center Lead/Data Abstractor

Vital Life Wellness Center

Jan 2015 - Jun 2018 (3 years 5 months)

Managed multi-line call center operations and facilitated scheduling and patient data tracking.
Abstracted medical data and coordinated between clinical teams to maintain accurate EHR entries
and reporting.
Implemented a tracking system that improved appointment scheduling efficiency by 20%.

Education

Degrees, certifications, and relevant coursework

The University of Texas at San Antonio

Bachelor of Science, Kinesiology

Pursuing a Bachelor of Science in Kinesiology at The University of Texas at San Antonio, coursework focused on human movement and health-related sciences.