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Project Manager & Customer Service Expert in the IT Field Seeking Opportunities
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Work Background
BillboardPlanetEquinox & Quantum Product & Implementation Manager
Dec. 2006MinneapolisWhile my title is Equinox Product & Implementation Manager, my role is actually a multi-faceted one which also equally incorporates Feature/UI Designer & Project Manager. Directly involved with every step of a project involving the products that I manage. I get both clients & dev team invested in success & continuous improvement. General Responsibilities:
* Present & demonstrate software products to potential new clients.
* Gap analysis & project planning.
* Feature & UI Design. * Story & task documentation.
* Sprint planning.
* Developer task cascade.
* Identifying speed-bumps/impediments and taking action to resolve.
* Accountability & transparency in all communication.
* Working with other Project managers internally to balance bandwidth.
* Facilitating meeting arrangements internally & with clients.
* Creating up-to-date white papers on product features & reports on project results/status'. * Coaching & motivating internal staff on process improvement. Client Side:
* Relationship building/maintenance. * Workflow coaching/ problem solving.
* Collaboration with client-side Project manager/key stakeholders.
* Effective communication at all levels (from executive management to support staff).
* Training & documentation.
* Troubleshooting & complaint resolution.
* Project Reviews & Milestone updates. Developer Side:
* Sprint support & coaching.
* Design Document crafting & delivery.
* Task support & information gathering.
* Alerting team to changes in requirements & facilitating adjustments.
* Monitoring deadlines and deliverables.
* High level staging QA.
* Reviews & Retrospectives. Clients which I manage directly: OMG, AOM, Delta Media, IBO and others.
United Behavioral HealthSite Services Representative (Technical Expert)
Jan. 2006 - Dec. 2006Greater Minneapolis-St. Paul AreaDuties included investigating Attorney General & Regulatory complaints, formatting all levels of complaint resolution recommendations and liaising with various departments to ensure recommended action taken, following cases to completion. Investigate complaints involving system errors; involve necessary departments to ensure resolution, whether in changing procedures or enhancing the system. Performing all levels of claims research & issue resolution, investigating and writing benefit and claim exception proposals for presentation to senior management, petitions in timely filing cases, provides consultation & back-up for team leads. Provides education to providers on correct billing & resolves disputes about contract rates and procedures. Managing daily central email box for complex issues which require investigation, responds to all parties within a timely manner, and communicates issues and procedure changes to managers & team members in daily updates as well as in meetings. Back up the Customer Service Dept when call volumes are very high, answer questions and take over escalated calls from the customer service coordinators. Listen in to calls and provide feedback to customer service agents for improved service.
United Behavioral HealthCustomer Service Coordinator
Aug. 2005 - Dec. 2005Greater Minneapolis-St. Paul AreaTaking incoming calls from members and clinicians in a high volume call center environment. Building relationships between out-house clinicians and company. Liaising with management and in-house clinicians to streamline procedures. Answering benefit queries, claims queries and giving authorizations for therapies. Assessing crisis calls and routing correctly. Processing and responding to fax authorization requests. Educating members on benefits and mental-healthcare options. Supporting team leaders, listening in to calls with new staff and providing feedback and coaching. Training new staff on system.
RBS Insurance Group (Churchill Insurance)Varied - see description please
Jan. 2000 - May. 2005London, United KingdomFrom 2000 to mid 2005 I worked for the same company, however within it I had the opportunity to perform several different roles which I detail in brief separately below. Position: Learning & Development Trainer - Technical Expert Duties: Designing, writing, coordinating and traveling to sites nationwide within the company to deliver training courses and attend seminars. Working with departments to identify training needs and providing relevant training plans. Monitoring behavior and following disciplinary procedures when necessary with trainees. While working as an L&D trainer, I also had to put in 15 hours a week in “on floor” work to keep in touch with our products and system, I did this as a Case Consultant in the Underwriting Dept where I handled high risk domestic property & personal liability claims handler.
Duties: Speaking to customers & suppliers in respect new and existing cases, examining evidence. Investigating and resolving complaints. Identifying and investigating potential fraudulent cases. Negotiating settlements and repudiating claims.
October 2002 to August 2005 Position: Senior Customer Services Adviser / Asst. Team Manager - Technical Expert
Duties: Complaint handling and resolution. Renewing and processing changes on existing policies, identifying client needs and selling upgrades and additional products to compliment the existing policies. Supporting colleagues with technical information on policy cover and industry/company procedures.
Dates: Jan 2000 to September 2002
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