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..
• 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

• 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.
• 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.
• 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