SUMMARY

• Energized self - starter with comprehensive strategic planning and organizational skills
• Adept at bridging interdepartmental resources to successfully complete business objectives and to enhance performance and productivity
• Exceptional interpersonal and communication skills
• Skilled in building excellent rapport with team members and clients
• A problem solver at heart, who is able to build and sustain business relationships by seeking collaborative win-win solutions

PROFESSIONAL EXPERIENCE

Consultant

Confidential

Responsibilities:

• Recommend appropriate strategies and logistics to increase return on investment
• Consult with internal business units and project teams to define teh scope of project objectives
• Create/manage project plans, create detailed road maps, write business requirements, and test cases
• Ensure dat teh business team(s) receive consistent and timely updates regarding teh progress of teh project
• Work closely with internal Dialogue Designers to confirm teh requirements are properly translated in to system logic
• Lead project teams in teh delivery of quality output and communication solutions dat meets their need
• Create detailed task-level project plans to organize cross-functional teams
• Partner closely with members of functional project teams to define business requirements
• Lead project team meetings to discuss updates, issues, deadlines, and deliverables
• Review xml data files against requirements to ensure proper data is being passed
• Create mock xml test data files to provide to Designer to ensure requirements produce desired output
• Input and manage SQuIDS defects
• Review test output against requirements to ensure logic was coded correctly

Account Implementation Manager

Confidential

Responsibilities:

• Led teh preparation of multiple, concurrent implementation projects while ensuring projected timelines and objectives were met
• Coordinated with cross-functional operational teams and managed teh end-to-end process including teh implementation kick off to membership loaded in system, ID cards issued, claims opened for processing and certificates issued.
• Assessed client needs and issues dat resulted during implementation and developed resolutions and recommended solution such as alternative methods/procedures, changes in process or redesign of processes
• Managed teh timely reporting of implementation data, status and metrics to leadership
• Provided ongoing operational support to address any needs or issues relevant to client requirements, requests, and updates

Confidential

Responsibilities:

• Managed seven Customer Care Analyst and two Triage Analysts
• Successfully implemented and executed a project plan dat reorganized teh Triage team, resulting in improved efficiency and accuracy in our reporting processes
• Led an initiative to educate teh team on teh systematic process of creating and working all spending account reports as created by teh Triage team
• Developed and sustained strong business relationships with clients by being accountable and consistently following through on deliverables and client requests/expectations
• Liaison between various Confidential operational teams, account service team and client, to ensure efficient and timely implementations
• Consulted with clients, agents, brokers, sales and internal business partners daily regarding escalated issues, system resources, card/claim inquiries, enrollment processes and general spending account education
• Recognized potential areas of concern or business risk through a solid understanding of system capabilities and limitations to provide immediate issue resolution

Customer Care Analyst

Confidential

Responsibilities:

• Educate internal/external customers on Spending Accounts
• Promote new spending account enhancements to internal/external business partners
• Subject Matter Expert on Spending Accounts
• Act as a liaison between teh account service teams, Confidential IT, and client to ensure efficient set up of spending account
• Strengtan business associates relationship’s by emphasizing and exemplifying Confidential ’s value proposition and brand promise
• Received a STAR Award in September 2007 for identifying an error in a client’s proration calculation and presented teh client with a more accurate calculation which resulted in reduced costs for teh client

Technical Analyst

Confidential

Responsibilities:

• Addressed client concerns and ensured teh resolution of issues in a timely manner, with appropriate follow-up
• Performed client implementation calls, implementation walk through and implemented COBRA/Direct Bill group builds according to teh plan request documentation
• Planned and executed routine audits and ad hoc reports for large accounts
• Worked directly with client relationship managers, carriers, third party administrators, and client to identity and eliminate potential technical issues dat would affect product implementation

Internship

Confidential

Responsibilities:

• Assisted financial analyst and mortgage fraud agents with ongoing white-collar investigations
• Created and maintained financial statements
• Initiated correspondence with financial and mortgage institutions regarding specific cases
• Interrogated suspects, gathered and processed evidence for crime lab