Donald K Trotman Email & Phone Number

Madison, Ct

Client Account Analyst (CAA)The CAA is responsible for overseeing a portfolio of applications working in conjunction with Client contacts towards a goal of establishing outstanding customer service that drives quality. This will include establishing and managing client priorities, driving solutions to meet client requests and inquiries, and working closely with multiple internal functional areas to ensure that client deliverables are provided professionally, accurately and in a timely manner. This position also involves technical support and troubleshooting associated with file processing issues.Other Essential Functions• Acts as the proactive, primary client contact for production applications with a focus on account and relationship management• Leads and supports client facing calls and meetings, including preparation and follow-up action items• Accountable for understanding and managing both short-term and long-term client priorities, inquiries and requests• Front-line responsibility for triaging client inquiries, requests and issues • Responsible for data analysis, error handling and troubleshooting to resolve product issues or service requests• Leverage technical SQL skills and Clarity Application to handle moderate to complex application inquiries and investigations related business data issues and provides feedback to clients on root cause analysis• Identify trends and recommend solutions to improve efficiencies and solutions for application stability• Lead collaboration of account and application owners providing recommendations and driving decisions in response to client inquiries and emergency situations• Execute and deliver solutions to Service Requests and small Maintenance projects using Clarity’s App Builder tool. Perform testing, conduct User Acceptance Testing and Migration Planning.

• Achieved expertise in forms creation/processing as evidenced by being selected to train and mentor staff in the Philippines• Developed technical knowledge regarding the multiple data structures, forms, formatting, print architecture and processing capabilities• Partnered closely with Business Analyst, the Development team and Quality Assurance to elicit business and technical requirements to ensure overall implementation solution that meets desired customer needso Consistently performed at a 100% quality assurance and timeliness result on all assigned work• Analyzed, designed requirements and developed process plan in effort to reduce defects o Reduced defects by approximately 20% • Acted in Project Manager role for the Client Library Project; duties included running cross functional meetings, updating spreadsheets, monitoring critical issues through resolution and performing negative and positive quality assurance testing• Prepared documentation and trained all levels of the organization on Dashboards for quality and timeliness

Benefits and Contracts• Managed the following three Utility teams; (Quality Assurance Contracts; Quality Assurance Benefit Access and Support Services) that supported the development of Employer Contracts and the Benefit Access Inquiry system• Monitored and managed individual and teams' achievement of productivity and service targets• Met expense plans and approved targets• Managed inventory levels to meet service targets• Performed as Operational Lead for the Stop Loss Recovery Initiative, successfully transitioned the Stop Loss Contracting process to Underwriting

Indemnity Financial Reporting, Equicor Premium Accounting Unit• Prepared monthly, quarterly and annual Statutory and GAAP financial statements• Processed monthly cash and quarterly accrual journal entries• Reviewed and analyzed financial results• Performed monthly reconciliations of approximately twenty-five Premium Suspense accounts.• Completed monthly settlement of inter-company accountsSubsidiary Reimbursement Unit• Managed sound execution of monthly revenue reimbursement process including capitation expenses and network access fees to subsidiaries and third-party vendors•Updated and maintained two Reimbursement Systems and oversaw customer service to subsidiaries and third-party vendors• Successfully transitioned the Premium Accounting Unit from New York to Connecticut• Developed a caselevel reconciliation between legal premiums and management premiums which supported the aggregate reconciliation, also highlighting case level differences for action