SUMMARY OF QUALIFICATIONS

• Twenty plus years of business and technology experience within the insurance Property Casualty , financial services Life, Annuities, Disability , healthcare group benefits and government sectors regional transportation positioned as an effective key resource project manager, business analyst, operations/customer services manager, tester, trainer supporting software product launches, new feature and enhancement initiatives, strategic programs and tactical business operations. A significant work history in software projects and enhancements, data analysis, system development lifecycle research and delivery methodology within personal and commercial Property Casualty insurance operations.
• Hands-on involvement in the end-to-end IIBA and PMI standard System Development Lifecycle SDLC process conceptual design, product rules, business requirements, technical project specifications, requirement testing matrixes, test case creation and execution, operational readiness, end user training, go-live system shake-outs and comprehensive post implementation review . Also possessing data conversion experience with legacy Customer Relationship Management CRM systems migrating to Salesforce.com, positively impacting consumer and institutional sales.
• From a business perspective Key contributor to new product development initiatives, complex partnerships and alliances with financial consumer services organizations, Third Party Administrators TPAs , banks. Experienced in regulatory compliance, performing project development and enhancements to major consumer-facing systems and internal sales support applications such as Salesforce.com, Siebel, and Saleslogix CRMs for a large scale Internal/External Wholesalers-Agent network and call center operations. Authoring request for proposals/information packages RFP , producing instructional manuals and white papers on delivery methodology, IT governance and cultural adoption relating to technology supporting business processes.
• From a technology perspective Expertise in requirements documentation textual, process-illustrative, use cases, data taxonomy, GUI, calculation engines, report mock-ups, etc. managing development timelines, creating and executing test cases, assisting in go live project implementation launches, coordinating with local and offshore resources. Proficient in MS Office suite software and various analytical, reporting and processing applications including relational databases MS Access , Quality Center, File net, the Mercury IT Governance Tool and numerous homegrown insurance policy issuance and claims systems.

PROFESSIONAL ACCOMPLISHMENTS

• Leading Performer and Advanced status rating in the role of Business Systems Analyst providing business and IT subject matter support in Specialty lines underwriting operations and product area.
• Process owner for an SDLC Delivery Methodology utilizing the Mercury ITG Governance Tool, supporting multiple projects in adhering to a structured Solutions Delivery model framework.
• Data Lead for the migration of over 20,000 legacy CRM records from SalesLogix to Saleforce.com including overseeing an extensive business requirements gathering process involving nationwide Life and Annuity sales teams.
• Developed requirements and processes for worksite benefit healthcare programs involving Critical Illness, Life, AD D, Disability, Cancer and Identity Theft and Fraud insurance. Virtual web-enabled on-site enrollment pertaining to coverage fulfillment Policy Issuance, Customer Service, Claims Administration .
• Operations Manager in the commercial auto regulatory compliance area premium and claims responsible for the expansion of a support database to include 14 state compliance programs with automatic spreadsheet template upload features for both the internal underwriting and external broker user community.
• Project Manager in the creation of a statistical reporting error correction utility resulting in the clean-up of over 15,000 error records and correcting the Mass CAR reporting process, thus removing an-ongoing non-compliance fine situation between the Carrier and State regulatory agency.
• Effectively managing a unionized workforce deploying high volume operating resources within one of the largest US transportation networks.

EXPERIENCE

Confidential

Business Systems Consultant-

• Lead Business Analyst/Project Coordinator for new product development and on-going enhancements involving multiple fixed and variable annuity products distributed on various platforms and systems. Averaging 6 six major project implementations per year .
• Principal BA for a multi-vendor supported financial prospectus eDelivery system. Creation and execution of GUI and database test cases involving the distribution of mutual fund financial reporting documentation.
• Lead BA for enhancements to an Oracle-Siebel Customer Relationship Management CRM system within the Retirement Income and Annuity business areas. Focusing on Data Quality, GUI Usability, handheld communication devices supporting an internal/external wholesaler sales force.
• Simultaneously performing a Project Manager and Business Analyst role on several financial services-annuity development projects.

Confidential

Lead Business Analyst/Project Manager ILD

• Business Analyst/Project Manager Data Migration Lead for the development of a comprehensive Customer Relationship Management CRM system Salesforce.com within the Life and Annuity sales organization.
• Designated Requirements and Data Migration Lead for a multi-phase project developing software and integrating legacy and new systems to support extensive sales and marketing business processes.
• Data analysis, requirements gathering, functional specification documentation, data migration, testing
• and quality assurance, vendor-consultant management.

Confidential

Software Development Project Portfolio/Program Manager-

• Business-oriented project management activities involving a select portfolio of IT and Business Projects relating to internet website marketing and communication, content management and customer reporting.
• Producing monthly management reports involving budget and schedule information, preparing capital project proposals for review by Budget Committees.
• Maintaining project plans, operational reporting metrics.
• Conducting regularly scheduled user group forums with business and IT clients.

Confidential

Senior Business Analyst/Information Technology Project Governance-

• Maintainer of the System Development Lifecycle Delivery Methodology consisting of a seven phase PMBOK-based project development lifespan.
• Producing a monthly Governance Investment Initiative Portfolio Report to a wide audience, ranging from senior management to individual IT and business project leads.
• Serving as an SME to project management teams on effective utilization of methodologies.
• Acting as a liaison/go to person between specific IT and Business Division Representatives to ensure that the user community is promoting continuity with respect to Enterprise processes.
• Performing process seminars to the IT and Business user community, supporting the Mercury ITG Governance system.

Confidential

Customer Service and Operations Manager, Project Manager, Affinity Marketing-Identity Theft Insurance Specialty Lines Division Premium and Claims

• Oversight of a Customer Relations, Call Center, and Claims Operation servicing 70 Master Policy Holder programs with a total membership of 6 million plus individual US and Canadian certificate holders.
• Manager and Senior Business Systems Analyst, Regulatory Reporting Support Unit, Commercial Auto and Workers Compensation-
• Supervised a staff of 7 internal and 20 external Service Specialists involved in heavy-volume commercial regulatory statistical reporting for all of the Confidential

Confidential

• Served as Project Manager/Business Analyst on correcting a chronic 10 year pattern of unsuccessful commercial auto regulatory reporting of data to CAR Commonwealth Auto Reinsurers involving the clean-up of 20,000 premium and loss data records. Forming a new processing unit and developing a new data system which successfully submitted over seven 7 consecutive monthly data shipments to CAR prior to my next assignment.
• Senior Business Analyst, Property Casualty, Personal and Commercial lines, Project Management and Software Development Premium Collection Systems-
• Key project team member within a 2 year multi-phased development project enhancing web-enabled insurance underwriting processing systems mainframe, DB2, VSAM file structure responsible for the rating, quoting, and policy issuance of over 2 Billion annually in ISO-based commercial lines gross premium written. Developed, organized and communicated system requirements, effectively bridging the gap between users and developers.
• Participated in pilot software development improvement initiatives utilizing the Rational Unified Process RUP and the Capability Maturity Model CMM . Key goals of cost, schedule, functionality and product quality were achieved with strict adherence to a project development life cycle model built upon a foundation based on concise interpretation of business/system specifications.
• Delivered key software features to new and legacy proprietary applications through the integration of functionality and the eventual merging and sun setting of fee-based processing systems. Specifics included performing mapping and creating associated pseudo code logic for the production of vehicle insurance identification cards to accompany a final policy printout, the ability to create, in real-time, draft policy, quote and binder letters in PDF format with remote printing capability.
• Responsibilities included providing concierge-boutique client services while overseeing numerous facets of the operation such as marketing campaigns, worksite benefits administration, billing, collection and remittance, call center performance monitoring, claims resolution tracking, office network support and information systems integration, document imaging, and underwriter process tracking control procedures.
• Applied specialized system functionality and a tailored screen design/user interface to Salesforce.com, serving as the primary a web-enabled Customer Relationship Management tool.

Confidential

Assistant Operations and Schedule Manager, Customer Services/Operations Planning.

• Produced and prepared efficient, economical and reliable computerized operations plans for a multi-tiered rapid transit personnel force. Analyzed and evaluated ridership survey data. Prepared accurate estimates on potential financial impact of labor agreements and service levels. Performed the role of classroom instructor regarding business processes to field supervisors.
• Implemented process improvement and professional development initiatives within an industrial/manufacturing environment concerning the introduction of a new technology timekeeping system, coordinated start-up program for a major operating facility including creation and implementation of an infrastructure installation plan, personnel deployment and payroll management.
• Solicited vendors and created specifications for a custom hand-held portable data collection system involving the inspection of infrastructure and facilities.

Confidential

• Participant in a one-year merit appointment of rotating operations/administrative assignments within State
• agencies for individuals with demonstrated public administration abilities.