Operations Manager

• Jan 2021 - Present

Senior Project Manager

• Feb 2017 - Aug 2019

I led project teams to establish timelines and milestones, spearhead implementation of numerous new and enhanced products, guide Market Launch Planning by streamlining administration, and sustain ongoing education and outreach in coordination with relevant stakeholders. I also collaborate with Business Leads, IT partners, and relevant SMEs for the definition of project scope, including consideration of budgets and comprehensive requirements. I utilize material from Product Development & Management to create accessible and cohesive documents. Finally, I produce deliverables such as dashboards, RAID logs, and status reports for all projects under my management.Selected Contributions: * Distill complex information and concepts in to strategic markers to utilize in company wide communications. * Designed and implemented successful companywide Market Launch Planning process to drive efficiency of market-facing product development. * Devised and launched awareness initiative for entire company based on minimal direction and oversight from upper management, composed of a variety of training/informational sessions as well as intranet communications. * Compiled and released Executive Summary emphasizing achievements and success metrics, along with upcoming planned enhancements.

Sales Communications Manager

• May 2012 - Jan 2017

For this position, I directed our internal communications for multiple roles within the sales team, crisis communication in response to cyberattacks or data breaches, cross-team collaboration on projects extending outside sales team responsibilities, and communication with upper management.Selected Contributions: * Led key projects division wide, including Federal Open Enrollment, Blue Hike Job Shadowing, continuing professional development efforts, and vendor relations maintenance. * Facilitated expanded access for sales team members to Teamsite, Worksite, and SharePoint. * Developed 12-month strategic communications plan utilizing existing email, web content, and video resources, significantly improving associate engagement.

Marketing Client Services Specialist

• Aug 2011 - May 2012

I supported our sales team with all relevant training on and production of updated workflows, reference guides, and benefit literature which was tailored to specialized needs as well as our unified trademark and brand strategy.

Senior Account Service Consultant

• Jan 2006 - Aug 2011

I was flattered to be trusted to manage our key accounts in market segments from National and Major to Municipal and Government Programs. I offered my services as a mentor to colleagues regardless of market segments as the team SME on prominent products, which included Personal Spending Accounts, Tiered Networks, and Consumer Directed Health Plans.Selected Contribution: * Maintained Consumer Directed Health strategies throughout more than 50% of assigned territory.

Call Management Support Analyst

• Mar 2003 - Jan 2006

• Synchronized the scheduling of multiple education courses with Marketing, Voice Technology and the Call Management Support teams to ensure high participation rates without negative impact to call metrics.

Member Services Quality Coach

• Sep 2001 - Mar 2003

• Provided member service associates with coaching and feedback on incoming calls to improve individual and team results.• Implemented a “pilot” scoring system on a trial basis and communicated results to the Member Services Division.

Member Service Representative/Research Associate

• Feb 2000 - Sep 2001

• Assisted in the successful inventory reduction plan designed to meet company goals.• Supported corporate goals regarding Member Service Satisfaction results