Program Manager Resume

SUMMARY:

Twenty years of progressive experience in insurance and information technology focused on program leadership, workforce transformation, operating model design, continuous improvement, software deployment and delivery.
Experienced Program Lead and Process Manager searching for opportunities where I can utilize my leadership experience to ensure quality deliverables, enhance current processes and impact change.

PROFESSIONAL EXPERIENCE:

Program Manager

Confidential

Responsibilities:

Led external project team and client stakeholders to re - establish delayed project implementation timelines
Collaborated with top level executives to align company goals with deliverables
Met timeline for implementation of Applicant Tracking, HR Information Systems and Payroll platforms
Led engagement with external vendors for cash management and invoice digitization applications
Partnered with restaurant level management to implement proof-of-concept for Purchasing, Inventory and Recipe Management platforms
Helped foster a positive environment within groups of change resistant stakeholders

Program Lead

Confidential

Responsibilities:

Led efforts to upgrade software on 16,000 devices to Office 2016 and migrate 24,000 email accounts to cloud servers as part of a global software transformation to Microsoft Office 365.
Engaged with with key stakeholders, business units and project team members to ensure requirements and milestones were met within necessary timelines.
Collaborated with global leadership team to limit risks and ensure dependencies were accounted for.
Managed relationships with global vendor partners to address user-specific installation requirements and technical concerns.
Oversaw development of end user materials and activities.
Partnered with Change Approval Board to streamline multiple change requests spread over an 18-month period.
Created Business Requirements Documents for Cloud Storage and Application Status Monitoring projects.

Process Manager

Confidential

Responsibilities:

Managed 7 analysts to completed workforce transformation which merged thirteen separate weather and Confidential claims departments into one corporate-led model with nearly 5,000 employees.
Identified and developed process design, implementation and continuous improvement models.
Conducted staffing and operational metrics studies to determine needs for future-state model.
Provided go-live support throughout six migration waves spanning over 2 years.
Built relationships and served as a trusted advisor for senior leadership and executives while introducing operating model and excellence in operations management methodologies. Facilitated re-design efforts to address the impacts to time service and claim handler capacity on claims represented by attorneys.
Completed optimization and design work for consistent handling of Earthquake claims across all states.

Confidential

Team Manager

Responsibilities:

Led proof-of-concept team to align organizational transformation initiatives with current state processes.
Managed 800-person field office on Long Island, NY in response to Hurricane Sandy.
Managed staff, senior leadership and vendor needs in line with Confidential response plans.
Responsible for staff and vendor performance ensuring company objectives and claim handling guidelines were met.
Led efforts to respond to customer, agency, and regulatory concerns.

Confidential

Claim Representative

Responsibilities:

Investigated moderate to severe structural and personal property damage claims. Reviewed insurance policies, reports, photographic evidence, determined loss coverage, prepared repair estimates and authorized claims payments.
Served as a member of the primary flood claim handler team in line with individual flood insurance carrier and National Flood Insurance Program guidelines.

Service Supervisor

Cnfidentiak

Responsibilities:

Managed team of specialists responsible for maintaining accurate customer billing operations.
Collaborated with external business department to partially automate error code processing.
Evaluated applications and supporting medical documentation to assess risk and determine coverage qualification.