Bryan Coyle Email & Phone Number

Pennsylvania, United States

 HRO/BPO service delivery for large global client driving consistent, excellent delivery of services to the client through business group executives Ensure the business partners’ client satisfaction is achieved and exceeded consistently and proven through concrete metrics Demonstrate commitment to efficiency, effectiveness and quality and instill confidence in client  Manage SLA performance reporting against contractual obligations; provided direction to teams and transformed service delivery from failing metrics to consistently exceeding target levels  Operational oversight for service centers in Manila, Philippines, and Tempe, AZ; indirect oversight for center in Jamaica Responsible for team of 60+ resources; includes direct reports (managers/supervisors) and their teams Work with assigned client aligned leadership to improve/standardize processes and to help resolve issues that impact more than one tower Provide support/guidance to organization’s technology and testing / validation teams Proficient in metrics utilization and analysis· Demonstrated ability to innovate solutions to problems Able to motivate others toward a strategic end

 Project Management for Risk Evaluation and Mitigation Strategies application development - from requirements to implementation Support organization’s System/Application Development Lifecycle processes and SOPs Provide support/guidance to organization’s testing and validation teams Responsible for authoring and reviewing validation package deliverables Ongoing client support, data analysis and report creation Develop and maintain resource project plans to ensure on time and within budget delivery of IT Manage the application change control process and code releases Daily interaction with client, multiple third party vendors and Specialty Pharmacies for application and interface requirements definition Respond to detailed application and process inquiries from Coordinating (call) Center team members

 Lead Project Manager for multiple web based applications and databases supporting Employee Benefit Plans and Human Resource initiatives Responsible for requirements gathering sessions with project stake holders to formulate benefit plan design, project scope documents, project schedules, work effort estimates, technical and functional specifications, project status reporting, resource planning, third party vendor interfaces Successfully facilitated simultaneous Open Enrollment projects less than 6 months after implementation on a new platform Assisted in drafting technical and functional specification documents Promoted and supported the EDS Global Applications Delivery Quality Management System Managed the development and upgrades to the divisional core products Collaborated with testing teams to ensure testing initiatives aligned with business requirements Primary contact between client and internal business units (Applications Delivery and Business Processing Organization) Managed client deliverables and internal initiatives ranging from 100 to 2000 hours in duration, specifically H&W Open Enrollments Lead projects with a team comprised of 18 associates Mentor to team members

 Led a team of analysts to develop, implement and support customized web-based business solutions and mobile enterprise systems for Pharmaceutical companies Provided ongoing support for applications used by approximately 200 Sales Representatives Created project scope, cost analysis, functional requirements and resource planning Realigned project scope to deliverables to increase revenue and increase added value to clients Responsible for oversight of business unit managing fulfillment services Managed a team of testing resources  Authored training documents for application

 Supervised the implementation, delivery and support for large multi-service clients administering complex employee benefit plans Managed the team that developed and tested the interactions of the mainframe systems with multiple user interfaces Ensured compliance with client business requirements and government regulations Reviewed and approved test scripts Coordinated team efforts to ensure best practices and SOPS were followed Trained new team members

 Planned and defined the scope of converting existing data and new client data to a third party enterprise system Worked with technical support to perform gap analysis and install various components of third party applications Implemented organizational processing and workflow procedures Developed Interactive Voice Response (IVR) data files and financial statements Daily contact for clients and trustees

 Responsible for generating daily, monthly, quarterly and yearly reconciliations of client employee Defined Contribution Plans Executed Security and Mutual Funds trades Compiled department statistics for Quarterly Client Service Reviews Trained new employees Monitored application testing Supported a staff of 30 - 40 representatives on technical and regulatory questions Identified enhancements to decrease processing times by 18%